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Demonstration

OpalisRobot™. Demonstration. www.opalis.com. 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. Demo: Resolve SQL Failure Alert. Acknowledge the alert

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Demonstration

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

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

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

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

  10. 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 • 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

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

  12. Test Setup Close Resolve 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. 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 • 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

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

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

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

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

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

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

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

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

  22. 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 • 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 • 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 Resolve

  23. Test Setup Close Resolve 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. Test Setup Close Resolve 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. 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 • 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 • 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

  26. Actual Run Book Procedure The resulting OpalisROBOT documentation produced as part of the execution of the above 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

  27. For more information visit www.opalis.com www.opalis.com

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