EMC bets big on au­to­mated self-heal­ing sys­tems

PETER LA­COSTE Vice Pres­i­dent, EMC

InformationWeek - - Contents - Srikanth RP srikanth.rp@ubm.com

How strate­gic is the launch of the first global com­mand cen­ter in In­dia for commercial cus­tomers to the over­all strat­egy of EMC? With the GCC, EMC is tak­ing a proac­tive ap­proach to cus­tomer sup­port with EMC’s Man­aged Ser­vices mov­ing to a model where ser­vices will be pre­ven­tive and self-heal­ing to help cus­tomers with faster res­o­lu­tions to high-level in­ci­dents and will in­crease the over­all ef­fi­ciency and per­for­mance of their so­lu­tions. It will have the ex­per­tise to solve any cus­tomer ser­vices re­quire­ments in the in­dus­try across the globe, cov­er­ing the en­tire spec­trum of stor­age so­lu­tions in­clud­ing Big Data, cloud en­able­ment, backup-as-a-ser­vice and stor­age-as-aser­vice. The new GCC is also a plat­form for EMC Man­aged Ser­vices Group to of­fer EMC’s lat­est soft­ware tech­nolo­gies, like EMC SRM 3.0 (Stor­age Re­source Man­age­ment) and EMC ViPR Soft­ware-De­fined Stor­age so­lu­tions to its cus­tomers as part of its ser­vices de­liv­ery frame­work.

Why was In­dia cho­sen? The GCC has been strate­gi­cally set up within EMC In­dia COE, given the In­dia cen­ter’s proven qual­ity de­liv­ery, avail­abil­ity of a large re­source pool and re­quired skills in In­dia. Avail­abil­ity of high-tech trained talent in In­dia across lev­els (L1 and L2) with var­ied ex­pe­ri­ence lev­els is a key rea­son for lo­cat­ing the GCC in In­dia. This is an­other strong ex­am­ple of the value that Global In-House Cen­ters are bring­ing to In­dia’s R&D ecosys­tem.

How dif­fer­ent will this global com­mand cen­ter be, when com­pared to other global com­mand cen­ters es­tab­lished in In­dia? The es­sen­tial distinc­tion is the gamut of ser­vices that will be of­fered by the new GCC. The GCC is ISO27K cer­ti­fied (ISO Cer­ti­fi­ca­tion for Se­cu­rity prac­tices) and its of­fer­ings in­clude; au­to­mated self-heal­ing sys­tems, pre­dic­tive IT man­age­ment, proac­tive IT man­age­ment and re­ac­tive IT man­age­ment ser­vices. These will be of­fered to commercial cus­tomers of EMC’s Man­aged Ser­vices Group glob­ally.

Do you see a trend of Man­aged Ser­vices mov­ing to a model of self-heal­ing and au­to­mated res­o­lu­tions to high-level in­ci­dents? If yes, can you give us a few ex­am­ples to ex­plain this trend? In a world that de­mands higher net­work up­time and ac­ces­si­bil­ity than ever be­fore, IT en­vi­ron­ments have be­come too costly and com­plex to man­age with­out spe­cial­ized IT ser­vices. There’s an ex­pec­ta­tion for businesses to be al­ways on, al­ways ac­ces­si­ble, and al­ways avail­able — at least in terms of IT. But for a lot of com­pa­nies, that’s very dif­fi­cult if not im­pos­si­ble to achieve on their own. Be­cause of this, or­ga­ni­za­tions are led to­wards con­sid­er­ing spe­cial­ized IT ser­vices — that is, in­vest­ing in au­to­mated self-heal­ing and pre­dic­tive IT man­age­ment sys­tems as they pre­dict the on­set of high-level in­ci­dents in ad­vance and ini­ti­ate proac­tive steps that helps to avoid the oc­cur­rence of these in­ci­dents.

For ex­am­ple, for a large au­to­mo­bile man­u­fac­tur­ing client, we have im­ple­mented net­worker server mon­i­tor­ing scripts and have re­run the backup. Au­to­ma­tion was done by cre­at­ing scripts that would help in iden­ti­fy­ing long run­ning groups. By this anal­y­sis we could go back to the client with proac­tive rec­om­men­da­tions to avoid backup fail­ure.

For a bank­ing client we have done au­to­mated health-checks, mon­i­tor­ing and reporting. Sim­i­larly, for a bank­ing and ser­vice provider client, au­to­ma­tion on ini­tial trou­bleshoot­ing was done to ad­dress backup fail­ures.

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