EMC bets big on automated self-healing systems
PETER LACOSTE Vice President, EMC
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.