1. Critical Systems Management Project Steve Lloyd SAN Manager (31 st October 2005)

2. Agenda  Project Overview  Roles and Responsibilities  Project Organisation and Timeline  Major Deliverables  Questions

3. Project Overview  Purpose of the Project  Project Objectives  Overall Scope  Risk Assessment  Budget  Communication

4. Purpose of the Project The purpose of this Project is to increase the overall effectiveness of our current Systems/Network Management Tools and Practices, therefore improving IT Service Delivery to our customers.

5. Objectives and Scope The Project will cover the following areas: 1.System Management 2.System Monitoring 3.RMS Change Management

6. Objectives - System Management  Configure current System Management Tools within INSRV  Document INSRV System Management processes and procedures  Evaluate future needs for onsite and remote access management of INSRV Critical Systems.  Assign responsibility for administering System Management.

7. Scope - System Management Onsite Access:  Keyboard Video Mouse over IP  Power cycling of remote servers  Web and client based management tools  Secure physical console access  Dell OpenManage ?

8. Scope - System Management Remote Access:  Citrix Metaframe  CISCO 3640 router  Secure Shell  Windows XP Remote Desktop Protocol  Virtual Private Network  Modem dial-up service

9. System Management Examples:  Dell Remote Console (KVM over IP)  SAN Monitoring Web Page SAN Monitoring Web Page  Dell Remote Assistant Card  Citrix Metaframe Citrix Metaframe  Document using Concept Maps  Network Applications>Departmental Software>INSRV>Concept Mapping

10. Objectives - System Monitoring  Implement a monitoring system that will detect problems with any INSRV Critical Systems before they turn into costly downtime.  Improve availability and performance of our IT Infrastructure and gain in-depth visibility into systems/network problems.

11. Objectives - System Monitoring Evaluate future needs for Monitoring of our Critical Systems. Assign responsibility for administering System Monitoring.

12. Scope - System Monitoring  Install and configure a Simple Network Management Protocol management station.  Evaluate current monitoring tools, such as What’s Up, Sflow, etc…..  Statistical Analysis (MRTG, RRD)

13. SNMP Network Management  An SNMP based network management system incorporates the following:  Management Station (OpenNMS)  Management Information Base (MIB)  An Agent on each client (servers, switches, etc) SysName, SysDescr, SysLocation, SysContact  Network management protocol SNMP - the protocol used between the management station and the clients

14. System Monitoring

15. Examples:  NetWare MRTG graphs NetWare MRTG graphs  Blackboard and Voyager RRD graphs Blackboard and Voyager RRD graphs  OpenNMS - SNMP Management Station OpenNMS  What’s UP monitoring  Network Applications>Departmental Software>INFOS>Whats Up

16. Change Management Change Management is a process that ensures standardised methods and procedures are used for efficient and prompt handling of all changes, in order to minimise the impact of any related incidents upon service quality. Not every change is an improvement, but every improvement is a change! © www.itilsurvival.comwww.itilsurvival.com (reproduced with permission)

17. ITIL Service Management Service Level Management Financial Management for IT services Capacity Management IT Service Continuity Management Incident Management Problem Management Change Management Configuration Management Release Management IT Infrastructure security Service Desk Availability Management © www.itilsurvival.comwww.itilsurvival.com (reproduced with permission)

18. The Service Support Set = Interconnection between the processes = IIII Work Around Problem Known Error RFC Change SOLUTION Customer, Supplier, etc. CMDBCMDB DSLDHSDSLDHS Incident Management Problem Management Change Management Configuration Management Release Management Incident Management Problem Management Change Management Configuration Management Release Management © www.itilsurvival.comwww.itilsurvival.com (reproduced with permission)

19. Change Management The Functionally Oriented Organisation GOAL FEEDBACK ACTIVITIES RESULT GOAL FEEDBACK ACTIVITIES RESULT GOAL FEEDBACK ACTIVITIES RESULT GOAL FEEDBACK ACTIVITIES RESULT GOAL FEEDBACK ACTIVITIES RESULT GOAL FEEDBACK ACTIVITIES RESULT Web Apps NetWare/Unix UIS © www.itilsurvival.comwww.itilsurvival.com (reproduced with permission) the lines decide

20. The Process Driven Organisation the processes decide GOAL FEEDBACK ACTIVITIES RESULT Web Apps NetWare/Unix UIS © www.itilsurvival.comwww.itilsurvival.com (reproduced with permission) Change Management

21. Objectives - RMS Change Management  Implementation of a Change Management system using the RMS Change Management software.  Delegation of system wide Change Management This project does not attempt to implement a full Change Management System for all INSRV infrastructure equipment.

22. Scope - RMS Change Management  Full Change Management System for all SAN attached equipment.

23. Cardiff University’s SAN NetWare in the SAN

24. Cardiff University’s SAN Solaris In the SAN

25. Scope - RMS Change Management  To produce a comprehensive Inventory of all INSRV Infrastructure equipment such as servers, LAN switches, etc..Inventory  Manage the installation of all new INSRV infrastructure equipment  Manage the change of location of any INSRV infrastructure equipment

26. Risk Identification and Assessment RiskProbabilityImpactManagement Staff availability 22Ensure adequate notice and full support of Team Leaders. Project scope may expand 12Project scope to be actively managed Section 4 of the University Project Framework on Risk Identification and Assessment.

27. Budget Project capital requirements:  Small consumables budget for hospitality and technical books.  RMS Change Management training and consultancy already paid for. Recurrent cost:  Project will identify possible future spends.

28. Communication  Weekly Project Team Meetings  Monthly Project Reviews  INSRV Staff web site: http://www.cardiff.ac.uk/insrvstaff/projectandworking/csm/  Minutes of project meetings  Project reports  Issue log  Project plan  Risk assessment log

29. Roles and Responsibilities A Virtual project team has been put together for this Project. Each virtual team member will be asked to commit two hours per week for the first three months, then one hour per week for the remaining three months. The Project Manager will be required to work two days per week for the duration of the project.

30. Roles and Responsibilities Tasks will be allocated to individuals for their INSRV Team. Following liaison with his/her Team Leader, these tasks should be delegated to the appropriate member of staff within their INSRV Team.

31. Roles and Responsibilities Steve Lloyd - Project Leader Hugh Beadie - Architecture, Research & Development Ceri Davies - Platforms Maurice Drane - Platforms Jonathon Edwards – Operations Chris Jones - Help Desk Mike Jorgenson - Network Dave Ball – Applications Noel Evans - Platforms (Windows ) Toby Freeman – Directory Services & NetWare Lucy Warburton - Administrator Hugh Gulliver - Security (Team Member to be confirmed) Dave Westcott - Workstation (Team Member to be confirmed

32. Project Organisation and Timeline StageDurationStart Planning4 weeks03/10/05 System Management4 weeks31/10/05 System Monitoring4 weeks28/11/05 Change Management4 weeks09/01/06 Phase one

33. Project Organisation and Timeline StageDurationStart Monitoring & Review of Phase One 6 weeks06/02/06 Project Report4 weeks20/03/06 Project Review2 weeks17/04/06 Phase two Project End – 1 st May 2006

34. Major Deliverables  Documentation of current System Management processes and procedures.  Implementation of a centrally managed Monitoring system for all INSRV Critical Systems.  Implementation of a Change Management system using the RMS Change Management software.

35. Major Deliverables  Assign responsibility for administering System Management, Monitoring and Change Management  Report on future requirements and possible future projects. The outcome of this project will be presented to the INSRV Board Members and Senior Team Leaders.

36. Questions ?