1. OpalisRobot™ Demonstration www.opalis.com

2. Actual Run Book Procedure Actual Data center Run Book Procedure documenting for Level 1 staff how to both VERIFY and then RESOLVE a SQL service failure

3. Demo: Resolve SQL Failure Alert Acknowledge the alert Assign the alert to a level 1 technician Open a new trouble ticket Notify users: “System may be down” Place troubled device “off-line” Execute the repetitive tasks associated with performing all maintenance procedures Setup

4. Running under VMware, the NT service for Microsoft SQL server fails. This SQL service is the backend for Cognos VMware NetIQ AppManager Veritas NetBackup BMC Remedy Microsoft SMS Setup Test Resolve Close

5. Setup Test Resolve Close VMware NetIQ AppManager Veritas NetBackup BMC Remedy Microsoft SMS The network management event monitor (in this case NetIQ AM) sees the SQL service is down and a new AM Alert is generated

6. VMware NetIQ AppManager Veritas NetBackup BMC Remedy Microsoft SMS Setup Test Resolve Close OpalisROBOT sees the new alert and assigns itself responsibility for the alert by changing Status from “Open” to “Acknowledged”

7. OpalisROBOT opens a new Remedy trouble ticket and updates the Remedy work log as each step of the procedure is performed Setup Test Resolve Close VMware NetIQ AppManager Veritas NetBackup BMC Remedy Microsoft SMS

8. Setup Test Resolve Close VMware NetIQ AppManager Veritas NetBackup BMC Remedy Microsoft SMS OpalisROBOT takes the troubled machine offline by setting Maintenance Mode for the device to ON

9. OpalisROBOT updates the Remedy case log for the ticket after every step of the procedure, documenting the date, time and results Setup Test Resolve Close VMware NetIQ AppManager Veritas NetBackup BMC Remedy Microsoft SMS

10. Acknowledge the alert Assign the alert to a level 1 technician Open a new trouble ticket Notify users: “System may be down” Place troubled device “off-line” Execute the repetitive tasks associated with performing all maintenance procedures Setup Is it really down? PING the server IP address Check the VM is not frozen Run a test query Test the SQL service is not frozen 95% of the time it’s a known issues. Test for them. Else it’s an EXCEPTION - call expert! Test Demo: Resolve SQL Failure Alert

11. PING completes, and OpalisROBOT continues by performing a status check on the virtual machine in VMWARE The status check of the NT service for MS SQL server shows the problem is that SQL service is down. OpalisROBOT follows the standard Level 1 procedure to diagnose the problem by first performing a PING to see if IP address is hung The status check on the virtual machine in VMWARE shows no problems, and OpalisROBOT now checks the NT service for SQL server Setup Test Resolve Close VMware NetIQ AppManager Veritas NetBackup BMC Remedy Microsoft SMS

12. Setup Test Resolve Close VMware NetIQ AppManager Veritas NetBackup BMC Remedy Microsoft SMS For every step, OpalisROBOT has updated the Remedy case log history ensuring compliance, best practices, and audit requirements

13. Acknowledge the alert Assign the alert to a level 1 technician Open a new trouble ticket Notify users: “System may be down” Place troubled device “off-line” Execute the repetitive tasks associated with performing all maintenance procedures Setup Is it really down? PING the server IP address Check the VM is not frozen Run a test query Test the SQL service is not frozen 95% of the time it’s a known issues. Test for them. Else it’s an EXCEPTION - call expert! Test Restart the VM Restart the SQL service Run a test SQL Query Ensure the service is back up Notify Expert if it’s an exception Knows issue, then known fix. Did it resolve? No? Then it’s an EXCEPTION - call expert Resolve Demo: Resolve SQL Failure Alert

14. OpalisROBOT follows the documented Level 1 resolution procedure restarting both Windows and the VM Setup Test Resolve Close VMware NetIQ AppManager Veritas NetBackup BMC Remedy Microsoft SMS

15. Under VMware, the instance of Windows 2003 that was running the troubled SQL service is completely shut down Setup Test Resolve Close VMware NetIQ AppManager Veritas NetBackup BMC Remedy Microsoft SMS

16. Following the Level 1 restoration procedure OpalisROBOT backs up the physical machine, initiating Veritas Backup Setup Test Resolve Close VMware NetIQ AppManager Veritas NetBackup BMC Remedy Microsoft SMS

17. Following the Level 1 restoration procedure OpalisROBOT backs up the physical machine, initiating Veritas Backup Setup Test Resolve Close VMware NetIQ AppManager Veritas NetBackup BMC Remedy Microsoft SMS

18. As part of the procedure OpalisROBOT waits until the Veritas Backup completes and tests the backup set for validity Setup Test Resolve Close VMware NetIQ AppManager Veritas NetBackup BMC Remedy Microsoft SMS

19. Continuing the procedure OpalisROBOT invokes SMS to deploy the standard configuration files before restarting SQL Setup Test Resolve Close VMware NetIQ AppManager Veritas NetBackup BMC Remedy Microsoft SMS

20. The restart phase of the procedure begins by Opalis controlling VMware to start a new virtual machine Windows 2003 server completes it’s normal boot process and is started inside the new VMware virtual machine Setup Test Resolve Close VMware NetIQ AppManger Veritas NetBackup BMC Remedy Microsoft SMS

21. The NT service for Microsoft SQL server successfully re- starts automatically as part of the Windows boot process The service is now restored Setup Test Resolve Close VMware NetIQ AppManager Veritas NetBackup BMC Remedy Microsoft SMS

22. Acknowledge the alert Assign the alert to a level 1 technician Open a new trouble ticket Notify users: “System may be down” Place troubled device “off-line” Execute the repetitive tasks associated with performing all maintenance procedures Setup Is it really down? PING the server IP address Check the VM is not frozen Run a test query Test the SQL service is not frozen 95% of the time it’s a known issue. Test for these. Else it’s an EXCEPTION - call an expert! Test Restart the VM Restart the SQL service Run a test SQL Query Ensure the service is back up Notify Expert if it’s an exception Known issue, then known fix. Did this resolve it? No? Then it’s an EXCEPTION - call expert Resolve Close the alert Close the trouble ticket Place machine back “on-line” Notify users: “System is back up” Notify Level 2 Expert Perform the repetitive tasks associated with closing all maintenance procedures Close Demo: Resolve SQL Failure Alert

23. Setup Test Resolve Close VMware NetIQ AppManager Veritas NetBackup BMC Remedy Microsoft SMS Completing the procedure OpalisROBOT puts the machine back into production by removing the AM Maintenance Mode flag

24. Setup Test Resolve Close VMware NetIQ AppManager Veritas NetBackup BMC Remedy Microsoft SMS Finally, OpalisROBOT closes the Alert and updates the Remedy case log once more before sending an email with the results to the admin.

25. Acknowledge the alert Assign the alert to a level 1 technician Open a new trouble ticket Notify users: “System may be down” Place troubled device “off-line” Execute the repetitive tasks associated with performing all maintenance procedures Setup Is it really down? PING the server IP address Check the VM is not frozen Run a test query Test the SQL service is not frozen 95% of the time it’s a known issues. Test for them. Else it’s an EXCEPTION - call expert! Test Close the alert Close the trouble ticket Place machine back “on-line” Notify users: “System is back up” Notify Level 2 Expert Perform the repetitive tasks associated with closing all maintenance procedures Close Restart the VM Restart the SQL service Run a test SQL Query Ensure the service is back up Notify Expert if it’s an exception Knows issue, then known fix. Did it resolve? No? Then it’s an EXCEPTION - call expert Resolve Demo: Resolve SQL Failure Alert

26. Actual Run Book Procedure Actual Data center Run Book Procedure documenting for Level 1 staff how to both VERIFY and then RESOLVE a SQL service failure The resulting OpalisROBOT documentation produced as part of the execution of the above run book procedure

27. For more information visit www.opalis.com