Information Overload

1. Information Overload: Not a Problem Here! Jeffrey M. Brooks MSCIS, MBA, MCP, HDM, ITIL

2. About Peak 10 Peak 10 owns and operates data centers and provides managed services for small, medium and large enterprises. Twelve enterprise-class data centers, nine markets 24 X 7 Customer Support Data Center Services: Managed Colocation, Enterprise Hosting, Reliable Bandwidth and Metro Ethernet Managed Services: Security, Managed Storage (local & remote), Disaster Recovery, Enterprise Messaging, Monitoring, System Administration, Remote Hands, Managed Servers and Virtual Private Lines

3. What’s On The Agenda? Support Structure Communication Monitoring VOIP Networking Business Continuity Tools Tour Data Center Tour

4. Setting the Stage Peak 10 leverages our technology, tools and, most importantly, our communication infrastructure to provide outstanding support 24x7x365.

5. Information Overload It is the abundance and availability of information that allows Peak 10 to reach the level of customer success we have achieved.

6. How are We Different? Not our equipment (Mostly) Monitoring Security Alarms Facility Alerts

7. How are We the Same? External & Internal Customers Ticket System Phones People Metrics Escalations

8. Providing Structure Centralized vs. Decentralized

9. Peak 10 Support Structure Centralized Helpdesk in Charlotte Local Support – 9 Physical Locations (Markets) Managed Services (Providing Internal Services)

10. Escalations 1st Line Support – Phone, Email, Portal Help Desk in Charlotte 2nd Line Support Local Market or Managed Services 3rd Line Support Senior Engineers or Managed Services

11. Centralized Processing 1 Ticketing System 1 Set of SOP’s 1 Set of Processes

12. Communication is the Core Centralization only works when the communication channels are open, clear and operate both in both directions!

13. Centralized Monitoring & Support Peak 10 Central Support – Information/Communication Hub Consistency People Phone script Process Ticketing Customer Experience MTTR Abandon Rate

14. VOIP Phones are core to the distributed component of our support structure Internal Communication is crucial Warm handovers essential Business Continuity Call center efficiency Flexibility Metrics Extension Mobility!!!

15. VOIP Continuity The main reason the VOIP works is we are not dependent on any one provider, such as a Telco. Peak 10’s redundant network ensures our phone systems is always available.

16. Core Services Monitoring Networking Power Security Managed Services Environment

17. Proactive Support – Am I Dreaming?

18. SNMP Monitoring The Simple Network Management Protocol (SNMP) forms part of the internet protocol suite as defined by the Internet Engineering Task Force (IETF). SNMP is used in network management systems to monitor network-attached devices for conditions that warrant administrative attention. It consists of a set of standards for network management, including an Application Layer protocol, a database schema, and a set of data objects.

19. How Is It Used at Peak 10 SNMP Monitoring accounts for 65% of our tickets Almost Proactive Monitored Customers Managed Customers Trending of Issues Root Cause Analysis

20. Networking SNMP Monitoring is dependent on the network The Network is monitored through SNMP Redundancy is crucial Peak 10 Network Web The criticality of our network is essential for our customers as well as to our infrastructure and provision of services.

21. Peak 10 Network Diagram

22. When Trouble StrikesPro-activity Prevails BGP - The Border Gateway Protocol (BGP) is an interautonomous system routing protocol. An autonomous system is a network or group of networks under a common administration and with common routing policies. BGP is used to exchange routing information for the Internet and is the protocol used between Internet service providers (ISP). FCP – Flow Control Protocol Dynamically measure the end-to-end performance of your applications, including performance over the public Internet. It quickly and easily implements changes based on those measures. reports on network performance and cost, perform forensic analysis, and when problems do occur, manage service providers to their SLAs.

23. Power Redundant Power is Key But not everybody subscribes Loss of Commercial Power Alerts/Tickets UPS Issues What does a UPS do Transitions/Load Bearing Clean Power Generators Start/Stop Alerts/Tickets We can rely on generator power indefinitely. But customer communication, and internal communication is still essential.

24. Security Physical Security Authorized Contacts Q&A Badge, Pin and Biometric Alarms create alerts/tickets Centralization of alerts/tickets

25. Managed Services Storage & Backups Hosting Virtualization Patch Management Virus Protection Constant communication ensures efficient service and reduction of extraneous work. Tape Rotations require coordination among several groups and Patch Management can be the difference between 500 extra tickets.

26. Environment Fires Alerts/Tickets Central management Temperature Monitoring Alerts/Tickets Humidity Monitoring Alerts/Tickets

27. Peak 10 Alert Emergencies are about communication & information Internal Communications Conference Bridge Phone tree Email Text Alerts External Communications Email Text Alerts

28. Change Management Change Management Process Change Management Meetings CMR’s Types of Changes Emergency Priority Scheduled Routine Customer communication and expectation setting Email Pathfinder Completion Notices – CRUCIAL!!!

29. Business Continuity Peak 10 is in the business of ensuring continual services to our customers. But what happens when we suffer problems?

30. Picking Up the Pieces Network Redundancy Phones Redundancy Process Personnel Redundancy Relocate Work from home (Phones) Agility Mobile offices & services

31. Outsourcing!

32. We Are Not Evil! By allowing our customers to outsource specific technology and facilities to us, we allow our customers to better focus on providing their customers with the best service possible. We also allow them to focus on people and processes, the core of every business.

33. Consider Your Critical Infrastructure Can you afford a generator? Do you monitor the temperature & humidity? Need a reboot at 2 am? Need a tape rotation? Vendor needs to repair your equipment?

34. Imagine

35. Technology Tour EM7 Monitoring Ticketing Pathfinder Multitude of Information! Sherpa Intranet SOP Policies

36. Data Center Tour

37. Jeff’s Final Thought Providing excellent service to Peak 10’s customers requires a coordination of vast amounts of information and communication between multiple parties while keep focus on what the customer’s expectation is!

38. Questions?

39. Thank You Jeffrey M Brooks Senior Manager, Support Services Peak 10 8910 Lenox Point Dr Suite A Charlotte, NC 28273 Main: 1-704-264-1027 Mobile: 1-803-554-3838 www.peak10.com