Management & Operations Excellence

Transcription

1 Management & Operations Excellence Scott Roots Business Development Director EMEA Operational Excellence 2015 Uptime Institute, LLC

2 The global Data Center Authority Certifications in over 80 Countries For over 20 years, Uptime Institute offers independent, technology neutral, and senior-level expertise, advisory, and Certification at both the executive and technical level. Unbiased & Vendor Neutral Uptime Institute, LLC

3 Introduction Uptime Institute simplifies the process of planning, designing, building and operating a data center. WE DELIVER BUSINESS VALUE BY REDUCING THE RISK OF INFRASTRUCTURE OUTAGES Uptime Institute, LLC

4 Downtime happens According to 2015 Survey Data: Nearly 50% of enterprise IT organizations experienced a business-impacting data center outage in their own data center during the previous 12 months. In 2016, one third of enterprise IT organizations experienced an outage from a colocation provider in the previous 12-month period. In % of respondants experienced an outage. Members of the Uptime Institute network had half as many Uptime Institute, LLC

5 Outages due to human error? Uptime Institute, LLC

6 Failure does not keep to Uptime Institute, LLC

7 Nor does it stick to Monday to Friday Uptime Institute, LLC

8 Downtime Costs Money Industry ball park estimate is now around $9,000 per MINUTE!!! 1 Minute - $9, Minutes - $90,000 1 Hour - $540,000 6 hours - $3,240, Uptime Institute, LLC

9 Is all news, really good News? Uptime Institute, LLC

10 No standard Industry existed to help data center executives assess operations Management and Operations program provides: Common language/vocabulary of data center operations Focus of data center management Guidance for resource allocation and requirements Uptime Institute, LLC

11 Data center operations reviews Uptime Institute has conducted Operational Sustainability and M&O Assessments since 2010 based upon decades of site operations knowledge and experience: Operational Sustainability Certifications: Tier + Gold, Silver, or Bronze Management & Operations Stamp of Approval Uptime Institute, LLC

12 A score-based system for evaluating operations Better match site resiliency to IT workload criticality Standardize Quality of Service to end users Evaluate vendor performance Provide transparency to C- level stakeholders Uptime Institute, LLC

13 M&O candidate attributes: Operational data center 24 x 7 uptime requirement Significant cost of downtime Not a Tier Certified Constructed Facility Commitment to excellence in operations Uptime Institute, LLC

14 Who is Ultimately in Charge? Uptime Institute, LLC

15 The Corporate Dilemma Uptime Institute, LLC

16 Operational Sustainability Elements Impact to Operations Management & Operations Building Characteristics Site Location Change Opportunity Uptime Institute, LLC

17 Pathway to Excellence Uptime Institute, LLC

18 How to measure effectively Uptime Institute, LLC

19 Proactive Anticipate issues or risk Look for continued improvement Uptime Institute, LLC

20 Practiced Formal disciplined approach available Procedures in place and followed Uptime Institute, LLC

21 Informed Site operations are known and available Knowledge is owned and maintained by Organization, NOT individuals Uptime Institute, LLC

22 5 Key Areas where problems can be Uptime Institute, LLC

23 Staffing and Organization Inadequate Staffing Levels Excessive Overtime Roles and Responsibilities not documented No Escalation Process High personnel turnover DC staff not integrated Uptime Institute, LLC

24 Maintenance No formal housekeeping policy No lists of equipment No Lists of PM activities Critical Data missing Lack of quality control Deferred maintenance exceeds 10% Uptime Institute, LLC

25 Management No predictive maintenance program Roles and responsibilities not listed Missing contracts Poor communications No Briefings for visitors Poor failure analysis Uptime Institute, LLC

26 Operations Missing site policies Reference library not up to date Load management settings not listed No process for forecasting future use Cooling set points not listed No Lifecycle plan Uptime Institute, LLC

27 Training Undocumented On the Job training program Training requirement per role not listed No list of required qualification No process for forecasting future use No formal training program Not enough experience with specific equipment Uptime Institute, LLC

28 Tour of the not so good Uptime Institute, LLC

29 Waterproofing Uptime Institute, LLC

30 Priorities? Uptime Institute, LLC

31 Some Tough Questions What is the trend of deferred maintenance? Where are your formal training plans? Do Overtime hours exceed 10%? Is your personnel turnover rate changing? Do you analyze trends of events and incidents? Do you have frequent last minute deployments? Uptime Institute, LLC

32 Small issues can add up Uptime Institute, LLC

33 Bad habits can creep up on you Cabling badly, incorrectly or not even labelled Equipment not uniquely labeled/asset tagged Loads out of balance Capacities not tracked or managed Deferred maintenance exceeds 10% Housekeeping, if it looks like a mess, it is a mess! Common theme? None of these happen overnight! Uptime Institute, LLC

34 Framework Define Concepts Availability Req Corp Policies Capabilities Create Asset list Unique asset label program Create MOP Plan Develop MMS Calculate Staffing Req Maintenance Frequency Predictive Maintenance Plan Create Maintenance Schedule Track Completed Activity Internal Staff Asset Replacement Plan Staff/Vendor Responsibilities Detail MOP, SOP, EOP Trades, Skills, Licenses External/Vendor Staff Create Training Plan Induction Training Staff Training Vendor Training Housekeeping Finance Metrics Measure Capacity Create Policies Load management Life Cycle Planning Site Policies Reference Library Incident Tracking Manage Contracts Uptime Institute, LLC

35 At the Portfolio Level Additional Questions Can you easily replace any key member of you DC team? Are you protected against poor operations practices migrating from older sites to higher criticality data centers? Do you have sites that operate in isolation, ignoring global corporate standards? Do you even have corporate global standards? If you outsource any aspect of your data center operations, how do you avoid losing responsibility and accountability? Do you manage an outsourcing contract.or direct an expert team? Uptime Institute, LLC

36 Summary The value of industry best practices is in the process of continuous improvement Discovery leads to learning Learning leads to change Change leads to improvement Regular reviews leads to discovery Crises can be avoided Uptime Institute, LLC

37 Questions? Scott Roots, Uptime Institute 1000 DATA CENTRES CERTIFIED IN 80 + COUNTRIES 2015 Uptime Institute, LLC