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 24X7 DATA CENTER SUPPORT |
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| Customer |
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| The client is the world's largest manufacturer of disk drives, magnetic discs & read-write heADS and a leader in storage area network (SAN) solutions and server appliances. One of the data centers is located in San Jose, California with several Sun & VAX Servers which run business critical applications requiring 24*7 monitoring and support. |
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| Challenge |
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The customer requires 24*7 support for servers, operating systems and Oracle databases. The typical resolution time for any problem was 20 Minutes. Since the operations are business critical, a strong service delivery process, MIS and escalation mechanism are required.
Requirements from ADS: |
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24*7 monitoring of Servers |
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Establishing a process for management of servers, operating systems, databases |
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SLA based service deliverables; Immediate response and a maximum resolution time of 20 minutes |
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· Monitoring and reporting Server performance |
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| Solution |
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ADS runs a three shift operation onsite, to monitor and support SUN and VAX servers. We established a well-defined process to perform the monitoring activities as well as support activities. The typical resolution time achieved is 15-19 minutes on a consistent basis. The Server performance is monitored and statistics are published on a web page on a weekly basis. The uptime achieved is in the order of 99.98% to 99.99%. The trend of server uptime, database uptime is published on the web page, week on week. Our performance against the SLAs are measured and reported on a weekly basis.
ADS has implemented several tools for monitoring server performance and management. Our engineers also participate in global architecture team meetings to discuss and evaluate Enterprise management tools. |
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| Benefits |
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Consistent performance against SLAs, measured and reported on a weekly basis. |
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Evaluation and recommendation of server management tools and trends |
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Documented process for server management. |
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Server and database performance related statistics are published on a web page for easy access to IT managers. |
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