The practice of system and network administration (second edition) part 2
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The practice of system and network administration (second edition) part 2
Chapter 19Service ConversionsSometimes, you need to convert your customer base from an existing service to a new replacement service. The existing sys The practice of system and network administration (second edition) part 2 stem may not be able to scale or may have been declared “end of life” by the vendor, requiring you to evaluate new systems. Or, your company may have merged witli a company that uses different products, and both parts of the new company need to integrate their services with each other. Perhaps your The practice of system and network administration (second edition) part 2 company is spinning off a division into a new, separate company, and you need to replicate and split the services and networks so that each part is fuThe practice of system and network administration (second edition) part 2
lly self-sufficient. Whatever the reason, converting customers from one service to another is a task that SAs often face.Like many things in system anChapter 19Service ConversionsSometimes, you need to convert your customer base from an existing service to a new replacement service. The existing sys The practice of system and network administration (second edition) part 2 oach that goal, you tieed to plan the project very carefully. This chapter describes some of the areas to consider in that planning process.An invisible ChangeWhen AT&T split off Lucent Technologies, the Bell l abs research division was split in two. The SAs who looked after that division had to spl The practice of system and network administration (second edition) part 2 it the Bell Labs network so that the people who were to be part of Lucent would not be able to access any AT&T services and vice versa. Some time afteThe practice of system and network administration (second edition) part 2
r the split had been completed, one of the researchers asked when it was going to happen. 1 le was very surprised when he was told that it had been coChapter 19Service ConversionsSometimes, you need to convert your customer base from an existing service to a new replacement service. The existing sys The practice of system and network administration (second edition) part 2 8 Chapter 19 Service Conversions19.1The BasicsAs with many high-level system administration tasks, a successful conversion depends on having a solid infrastructure in place. Rolling our a change to the whole company can be a very visible project, particularly if there arc problems. You can decrease The practice of system and network administration (second edition) part 2 the risk and visibility of problems by rolling out the change slowly, starting with the SAs and then the most suitable customers. With any change youThe practice of system and network administration (second edition) part 2
make, be sure that you have a back-out plan and can revert quickly and easily to the preconversion state, if necessary.We have seen how an automated pChapter 19Service ConversionsSometimes, you need to convert your customer base from an existing service to a new replacement service. The existing sys The practice of system and network administration (second edition) part 2 e and maintain (Chapter 5). These techniques can be instrumental parts of your roll-out plan.Communication plays a key role in performing a successful conversion, it is never wise to change something without making sure that your customers know what is happening and have told you of their concerns a The practice of system and network administration (second edition) part 2 nd timing constraints.In this section, we touch on each of those areas, along with ways to minimize the intrusiveness of the conversion for the customThe practice of system and network administration (second edition) part 2
er, and discuss two approaches to conversions. You need to plan every step of a conversion well in advance to pull it off with minimum impact on your Chapter 19Service ConversionsSometimes, you need to convert your customer base from an existing service to a new replacement service. The existing sys The practice of system and network administration (second edition) part 2 e attention to the impact on the customer. Aim for the conversion to have as little impact on the customer as possible. Try to make it seamless.Docs the conversion require a service interruption? If so, how can you minimize the time that the service is unavailable? When is the best time to schedule The practice of system and network administration (second edition) part 2 the interruption in service so that is has the least impact?Does the conversion require changes on each customer’s workstation or in the office? If soThe practice of system and network administration (second edition) part 2
, how many, how long will they take, and can you organize the conversion so that the customer is disturbed only once?Docs the conversion require that Chapter 19Service ConversionsSometimes, you need to convert your customer base from an existing service to a new replacement service. The existing sys The practice of system and network administration (second edition) part 2 the customers need training? Sometimes, training is a larger project than the conversion itself. Arc the customers comfortable with the new software? Are their SAs and the helpdesk familiar enough with the new and the old software that they can help with anyhttps://khothuvien.cori!19.1 The Basics 45 The practice of system and network administration (second edition) part 2 9questions the customers might have? Ỉ lave the helpdesk scripts (Section 13.1.7) been updated?Look for ways to perform the change without service intThe practice of system and network administration (second edition) part 2
erruption, without visiting each customer, and without changing the workflow or user interface. Make sure that the support organization is ready to prChapter 19Service ConversionsSometimes, you need to convert your customer base from an existing service to a new replacement service. The existing sys The practice of system and network administration (second edition) part 2 s may not even realize that it has happened. If you can’t minimize intrusiveness, at least you can make the intrusion fast and well organized.rhe Rioting Mob TechniqueWhen AT&T was splining into AT&T, Lucent, and NCR. loin’s SA team was responsible for splitting the Bell Labs networks in Holrndel, N The practice of system and network administration (second edition) part 2 ew Jersey (I.imoncelli et al., 1997). At one point, every host needed to be visited to perform several changes, including changing its 11’ address. AThe practice of system and network administration (second edition) part 2
schedule was announced that listed which hallways would be converted on which day. Mondays and Wednesdays were used for conversions; Tuesdays and 1 huChapter 19Service ConversionsSometimes, you need to convert your customer base from an existing service to a new replacement service. The existing sys The practice of system and network administration (second edition) part 2 eep on the weekends.On conversion days, the team used what they called the Rioting Mob Technique. Ar 9 A.M, the SAs would stand at one end of the hallway. They’d psych themselves up, often by chanting, and move down the hallways in pairs. Two pairs were Pc technicians, and two pairs were Unix techni The practice of system and network administration (second edition) part 2 cians, one set for the left side of the hallway and another for the right side. As the technicians went from office to office, they shoved out rhe inhThe practice of system and network administration (second edition) part 2
abitants and went machine to machine, making the needed changes. Sometimes, machines were particularly difficult or had problems. Rather than trying tChapter 19Service ConversionsSometimes, you need to convert your customer base from an existing service to a new replacement service. The existing sys The practice of system and network administration (second edition) part 2 hile, a final pair of people stayed at command central, where SAs could phone in requests for 11’ addresses and provide updates to the host, inventory, and other databases.The next day was spent cleaning up anything that had broken and then discussing the issues in order to refine the process. A bra The practice of system and network administration (second edition) part 2 instorming session revealed what had gone well and what needed improvement. The technicians decided that it would be better to make one pass through tThe practice of system and network administration (second edition) part 2
he hallway, calling in requests for IP addresses, giving customers a chance to log out, and identifying nonstandard machines for the senior SAs to focChapter 19Service ConversionsSometimes, you need to convert your customer base from an existing service to a new replacement service. The existing sys The practice of system and network administration (second edition) part 2 n the morning and all the cleanup in the afternoon.The brainstorming session between each conversion day was critical. What the technicians learned in the first session inspired radical changes in the process. Eventually, the brainstorming sessions were not gathering any new information; the breathe The practice of system and network administration (second edition) part 2 r days460 Chapter 19 Service Conversionsbecame planning sessions for the next day. Many times, a conversion day went smoothly and was completed by lunThe practice of system and network administration (second edition) part 2
chtime, and the problems resolved by the afternoon. Ihc breather day became a normal workday.Consolidating all of the customer disruption to a single Chapter 19Service ConversionsSometimes, you need to convert your customer base from an existing service to a new replacement service. The existing sys The practice of system and network administration (second edition) part 2 prolonged or split up over many instances. One group of customers used their conversion day to have an all-day picnic.19.1.2Layers versus PillarsA conversion project, as with any project, is divided into discrete tasks, some of which have to he performed for every customer. For example, with a conv The practice of system and network administration (second edition) part 2 ersion to new calendar software, rhe new client software must be rolled out to all the desktops, accounts will need to be created on the server, and eThe practice of system and network administration (second edition) part 2
xisting schedules must be converted to the new system. As part of rhe project planning for the conversion, you need to decide whether to perform theseChapter 19Service ConversionsSometimes, you need to convert your customer base from an existing service to a new replacement service. The existing sys The practice of system and network administration (second edition) part 2 or all of the customers.With the pillars approach, you perform all the required tasks for each customer at once, before moving on to rhe next customer.1Tasks that are not intrusive to the customer, such as creating rhe accounts in the calendar server, can be safely performed in layers. However, task The practice of system and network administration (second edition) part 2 s that are intrusive for a customer, such as installing the new client software, freezing the customer’s schedule and converting it to the new system,The practice of system and network administration (second edition) part 2
and getting the customer to connect for the first rime and initialize his or her password, should be performed in pillars.With the pillars approach,Gọi ngay
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