BEST PRACTICES

INTERNET OPERATIONS & MANAGEMENT

Sample Case Study Outline

 (Participants Included Bell Atlantic, e-Bay, AOL, Cisco, Check Free, Electronic Arts, Verizon Wireless, Fannie Mae and others)

 

1.      Participantís Baseline Environment

1.1.      Business supported

1.1.1.    E-commerce applications supported

1.2.      Volume supported

1.2.1.    Concurrent users

1.2.2.    Hit Frequency

1.2.3.    Transaction complexity

1.3.      Infrastructure

1.3.1.    Technology Architecture

1.3.2.    # and type of servers

1.3.3.    Network infrastructure

1.3.4.    Product set

1.3.5.    Standards

1.3.6.    External providers

1.4.      Key lessons learned

 

2.      Scalability Design

2.1.      Architecture to manage for organic (ie nonlinear) growth

2.1.1.    Mega-server (eg mainframe as a server) capacity approach

2.1.2.    Design for horizontal scalability

2.1.3.    Segmentation approach

2.1.4.    Transaction routing approach

2.1.5.    Replication approach

2.1.6.    Bandwidth on demand approach

2.2.      Performance measurements (target utilization, avg response time)

2.3.      Key lessons learned

 

3.      Reliability Design

3.1.      Approach to managing for non-stop availability

3.1.1.    Redundancy

3.1.2.    Hot swap technology

3.1.3.    Monitoring/alerts/failure detection

3.2.      Approach to disaster recovery design

3.3.      Approach to business continuity design

3.4.      Availability measurements

3.5.      Key lessons learned

4.      Serviceability Design

4.1.      Approach for managing for organic (ie rapid) change

4.1.1.    Change management

4.1.1.1.     Processes for normal, emergency

4.1.1.2.    Test environment, test requirements

4.1.2.    Configuration management

4.1.3.    Preventative maintenance

4.2.      Authentication and email management tools

4.3.      Approach to automated operations

4.4.      Approach to backup/recovery

4.5.      Serviceability measurements  

4.6.      Key lessons learned

 

5.      Operations Management Design

5.1.      Organization structure

5.1.1.    Separated from or integrated with client/server/distr.  ops support?

5.1.2.    Development/production support/production ops responsibilities division

5.2.      Command center design

5.3.      Change management

5.3.1.    Source code management

5.3.2.    Content management

5.4.      Support measurements 

5.5.      Key lessons learned

 

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