People and Processes in .NET framework

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People and Processes
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In addition to pagers, home phone numbers should be centrally available, and email can also be employed as a backup method. Email is the weakest approach in an emergency, especially if the email system is affected by the emergency. Even if email is available during the emergency, unlike pagers and cell phones, it requires an action by the recipient to pick it up. Late-night phone calls and pages can be reduced through the use of automated processes that take care of the most common and invasive problems. But if late-night support work is unavoidable, a tremendous amount of time can be saved by giving your administrators remote access to servers so they can log in from home and correct problems without having to get dressed and drive to the office at all hours of the night. Remote access can speed up the initiation of repairs by two hours or more. Many companies pay for their SAs to have high-speed Internet access in their homes via DSL, cable modems, or some alternate method. But arrangements must still be made to grant SAs access to the facilities at all hours of the day or night. In order to ensure success, SAs must have keys and access cards to the facility and to any important rooms inside, codes to deactivate burglar alarms, emergency phone numbers, appropriate security clearance and passwords, and any access codes to use phone lines at off-hours. The bottom line is that your SAs must have complete 24 7 access to any and all parts of the facility that they may need to get to when a crisis is in progress. The worst thing that could happen is for your SA to get up at 3:00 in the morning, get dressed, drive to the office, and then be barred access to the systems he needs to get to. Never let that happen. An occasional dry run, as unpopular as that idea may be, is probably appropriate.
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Trouble Ticketing
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Ease the burden on your people through the use of automated problem detection and reporting tools. The marketplace is loaded with these sorts of tools; they come from hardware and operating system vendors with their equipment, as well as from vendors who specialize in such products, such as Computer Associates, BMC, and Tivoli. These packages allow users to submit their own problem reports too. Whatever product you use, make sure that trouble tickets and reports include as much detail as possible. These reports need to be reliable, detailed, accurate, verifiable, and documented. The less work an SA has to do to research the problem, the more time she can spend solving it or moving on to the next problem.
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Key Points
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Bad documentation, inadequate testing, and poorly educated users and administrators can be just as damaging to system availability as technical failures. Treat your vendors like people, and in turn they will take better care of you. Realize that your system administration staff is like engine oil. It s only a commodity when it s on the shelf. When they are working for you, it s your responsibility to take care of them. Security, a topic worthy of many books all by itself, is a critical part of system availability.
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CHAPTER
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Clients and Consumers
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Blessed is he who expects nothing, for he shall never be disappointed. Benjamin Franklin
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We have built a base of redundancy constructs centered around your data, its management, and the environment in which everything is housed. An end-toend availability design needs to consider the consumers of the services, as well as the network that delivers the well-behaved services from the data center to the client machines. In this chapter, we examine the issues surrounding client availability, ranging from having clients for users to various impacts of service failure on client applications. We re at Level 6 in the Availability Index, as shown in Figure 12.1. Clients sit squarely between the data center environment and the application layer, because they represent the user interface to any availability hardening. No clients, no availability. What should available services expect of their clients To paraphrase our founding father, Not much. There may be cases where a complex Web-based application needs to persist and restore in-flight state information, but we ll cover that as a server-side problem, not a client issue. This is purely about the client side of the problem that is, we re assuming the applications that are running on the clients aren t highly available themselves, but need to preserve the best possible user experience in the face of failures. In 13, we ll go up another level in the Index to explore application design consideration for making them more fault-resilient.
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