11-bopreso-ag-95437885-improving application uptime with ... · administering big-ip...
Post on 31-Jul-2018
220 Views
Preview:
TRANSCRIPT
Improving Application Uptime with F5 Tools Brent Curran—VP, Global Support Matt Gordon—Software Engineer
© 2016 F5 Networks
Global Services Application Uptime Resources
Deliver consulting activities and services to ensure a highly available, scalable, secure,
and agile infrastructure
Drive training, certification, knowledge, and diagnostic tools that help effectively
utilize F5 technology
Provide post-installation remote assistance and support for F5
software or hardware
Customer focus | Service excellence | Technology expertise | Global coverage
Knowledge SupportProfessional
3
© 2016 F5 Networks
Global Services Application Uptime Resources
Deliver consulting activities and services to ensure a highly available, scalable, secure,
and agile infrastructure
Drive training, certification, knowledge, and diagnostic tools that help effectively
utilize F5 technology
Provide post-installation remote assistance and support for F5
software or hardware
Customer focus | Service excellence | Technology expertise | Global coverage
Knowledge SupportProfessional
3
© 2016 F5 Networks
Global ServicesWith You throughout the Solution Lifecycle
Optimize Maximize performance, health, security Proactive assessments and integration iHealth/AskF5/DevCentral
Architect Design for best practices deployments Solution definition workshops Design and assessments
Maintain Ensure continued availability Upgrades and expert services World-class support Premium plus and enhanced services
Implement Deploy quickly and optimally Installations and migrations Web and onsite training
4
© 2016 F5 Networks
Global ServicesWith You throughout the Solution Lifecycle
Optimize Maximize performance, health, security Proactive assessments and integration iHealth/AskF5/DevCentral
Architect Design for best practices deployments Solution definition workshops Design and assessments
Maintain Ensure continued availability Upgrades and expert services World-class support Premium plus and enhanced services
Implement Deploy quickly and optimally Installations and migrations Web and onsite training
4
© 2016 F5 Networks
F5 Education
Grow professional skills and career
Gain the knowledge to improve network
performance and uptime
Get the training you need on your own terms
6
© 2016 F5 Networks
Global Training
Self-paced, module base for convenience
and flexibility for individuals seeking
technical knowledge
Instructor-led training offered by F5 and
F5’s authorized training centers worldwide
Customized training to accommodate a standard
class or a combination of classes
F5 online Instructor led Onsite
Technical learning options that align with business needs7
© 2016 F5 Networks
Online TrainingFree web-based training: Focused on helping you and your team get up to speed quickly Self-paced courses on F5 products and technologies Multiple languages Technical content
8
© 2016 F5 Networks
In-Person TrainingAvailable in multiple training facilities across five continents Combines: Instructor presentations Classroom discussions Interactive labs
9
Network administrators and engineers
Con
figur
ing
LTM
Con
figur
ing
EM
Con
figur
ing
AA
M
Con
figur
ing
VIP
RIO
N
Con
figur
ing
AFM
Con
figur
ing
GTM
Con
figur
ing
AS
M
Con
figur
ing
AP
M
Application developers, network administrators, and engineers
Developing iRulesDeveloping iApps
Network operators, administrators, and engineers
Troubleshooting BIG-IPAdministering BIG-IP
© 2016 F5 Networks
F5 CertifiedCertification Rapidly Growing
Certified Administrator BIG-IP Administrator Future Administrators
Certified Architect Application Delivery Architect
Certified Engineer Application Delivery Engineer
Certified Solution Expert Future SolutionsSecurity Solutions Cloud Solutions Enterprise Application
Solutions
Certified Technology Specialist Future TechnologiesBIP-IP LTM BIP-IP GTM BIP-IP ASM BIP-IP APM
10
© 2016 F5 Networks
F5 training: In-classroom training Web-based training Virtual instructor-led training Available in global locations Extensive training catalog
F5 Certified! Professional Certification
Experience: On-the-job training Network infrastructure LAN/WAN administration Layer 1–7
Third-party training: University courses Technical college Industry periodical/newsletters Peer/community sites/blogs
The Path to Professional Certification
INDUSTRY EXPERIENCE
THIRD-PARTY TRAINING
F5 TRAINING
11
© 2016 F5 Networks
F5 Self-Solve and Community
Houses product guides, release notes, solutions to known issues, how-to and hotfix information, downloads, and more
BIG-IP iHealth uses advanced diagnostics to help you optimize
your system performance
Collaborate and share innovations including code samples, new techniques,
and other tips, with more than 190,000 F5 users worldwide
iHealth diagnostic tool DevCentral collaborationAskF5 knowledge base
Self-solve capabilities13
© 2016 F5 Networks
AskF5: One Stop for All Support Needs
Fast, validated self-solve capabilities
AskF5 Knowledge Base
AskF5 houses product guides, release notes, solutions to known issues, how to and hotfix information, downloads, and more. You can also sign up to receive security email alerts and product-specific RSS feeds.
Performance
Availability
Knowledge base
Hotfix
Security alerts
Product guides
14
© 2016 F5 Networks
Released: September 19, 2014 Refreshed: March 4, 2015 Pages: 336 Chapters: 20 Quick Start Guides: 3
Released: January 21, 2015 Pages: 140 Chapters: 9 Troubleshooting: 10 pages
Released: May 4, 2015 Pages: 208 Chapters: Troubleshooting: 30+ pages
F5 Operations Guides
TMOS BIG-IP LTM/BIG-IP DNS BIG-IP APM15
© 2016 F5 Networks
iHealth
Automatically runs against adatabase of known issues andsupplies user with the stepsto resolve issues identified
Allows the user to seestatistics, performance graphs,
logs, hardware, licensing,and configuration details
all in one location
Allows the user to capturemost if not all data needed
to diagnose issues withone command
Gain insight Ease managementFix issues quickly
Self-solve capabilities16
© 2016 F5 Networks 17
iHealth The past
Improving the ability for customers to self solve w/o the need of a support interaction
Consolidated F5 Technical knowledge within the company -> for customers to leverage
Improve time to solution with customers as QKViews replaced techouts
© 2016 F5 Networks 18
iHealth The past
Improving the ability for customers to self solve w/o the need of a support interaction
Consolidated F5 Technical knowledge within the company -> for customers to leverage
Improve time to solution with customers as QKViews replaced techouts
iHealth The present
30,000 QKViews per month (17K via GUI, 13K via API)
4600 unique GUI users, 180 unique API users
80MB average QKView size (and growing)
560K page views/month from 110 countries
1500 diagnostics
iHealth - API
© 2016 F5 Networks 19
•REST API
•Upload QKViews, retrieve diagnostic output, etc.
•Documentation available on DevCentral
iHealth - QKView
© 2016 F5 Networks 20
•A gzipped tarball
•Contains log files, core files, XML dumps, command output, etc.
•Can be created from the BIG-IP GUI or the BIG-IP command line with the “qkview” utility.
iHealth Upgrade Advisor
© 2016 F5 Networks 21
•Detects potential upgrade issues before you upgrade.
•Supports upgrading to BIG-IP v11.5 and beyond.
© 2016 F5 Networks 23
iHealth The past
Improving the ability for customers to self solve w/o the need of a support interaction
Consolidated F5 Technical knowledge within the company -> for customers to leverage
Improve time to solution with customers as QKViews replaced techouts
iHealth The present
30,000 QKViews per month (17K via GUI, 13K via API)
4600 unique GUI users, 180 unique API users
80MB average QKView size (and growing)
560K page views/month from 110 countries
1500 diagnostics
iHealth The future
More diagnostics (always!)
Shared QKViews between coworkers
Better graphing and reporting
More module support
Better log file aggregation/searching
GUI update
Customer defined recommendations (always listening for enhancements)
© 2016 F5 Networks
Key Benefits of F5 Delivers strong performance and eliminates downtime Gives employees reliable email access from any device or location Streamlines system administration and enables zero downtime
F5 Reference Architectures Application Services
“F5 iHealth is a totally automated, secure site where I can simply upload my configuration. Within minutes it’s been analyzed and sent back, so I can see almost immediately if I’m running the best setup for Exchange Server and BIG-IP LTM. With other vendors, it would take a day or two to get those results.”Mahmoud Amin, IT Manager, Dar Al-Handasah LTM
24
© 2016 F5 Networks
Support on Your Terms
Seattle, Spokane
Lowell
London
Singapore
Tokyo
Beijing Shanghai
Tel Aviv
Auckland
24x7 multilingual technical support Deep technical expertise Resource availability during maintenance windows 150 global RMA depots ISO 9001: 2008 Enhanced services
26
© 2016 F5 Networks
Enhanced Support Programs
Designated F5 expertise Priority and visibility within F5
Premium Plus team Focused Account Management
(SDM & EAE) Escalation priority to
Engineering and Product Dev.
Support management notification of all cases opened
Weekly executive management review of hot issues
Proactive reviews
27
© 2016 F5 Networks
Service Delivery ManagerFocused interaction at management level
Single point of contact for support escalations
Knowledgeable about your business and network
Responsible for service experience
Monitors cases daily and holds QBRs
Communication point on active issues across F5
28
© 2016 F5 Networks
Enterprise Account EngineerFocused interaction to minimize reactive support engagements
Knowledgeable about your business
Deep technical experience on everything network
Most senior engineers with F5 certifications and highest customer satisfaction
Actively participates in case review calls
Primary delivery person for significant knowledge transfer
29
© 2016 F5 Networks
Higher Uptime and Fewer Issues
More Devices Does Not Have to Be More Cases
30
0
50
100
150
200
250
300
350
400
450
500
Q1 Q2 Q3 Q4 Q5 Q6 Q7 Q8 Q9 Q10 Q11 Q12 Q13 Q14 Q15 Q16 Q17 Q18 Q19
Total supported devices
Total cases
Linear (total supported devices)
Linear (total cases )
• Add class to your personal schedule.
• Survey will pop up in Mobile App. • Answer the multiple choice. • Submit your question to complete. • Receive 5 points!
Give Feedback – Get Points!
top related