Lessons from the great explorers Sample tools

1. 10. tools

2. ProblemManagementFoundation
Objectives
• Lessons from the great explorers
• Sample tools

3. ProblemManagementFoundation
Lessons from the greatest explorer
Amundsen pioneered an entirely new route to the Pole and
successfully returned. He was one of the most meticulous planners
in the era of explorers.
He was extremely detailed in the manner in which he made certain
he had the right equipment and it worked. Amundsen was
meticulous about his inventory and tested and made sure all his
equipment was workable.
He also made sure that all his team members were familiar with
using the equipment.

4. Victory awaits him who has everything in order, luck,
people call it. Defeat is certain for him who has neglected
to take the necessary precautions in time; this is called bad
luck.
Roald Amundsen
I may say that this is the greatest
factor, the way in which the
expedition is equipped, the way in
which every difficulty is foreseen,
and precautions taken for meeting
or avoiding it.
BAD
LUCK

5. ProblemManagementFoundation
Disaster recovery at AT&T

6. ProblemManagementFoundation
Sample tools for use in crisis
management
• CMOC tools
• Ticketing
• Knowledge base (Known error database)
• Reporting and measures
• Monitoring
• IT process automation
• Repository
• Infrastructure tools, providing services
• Communications tools, such as voice and messaging
• Refer to Appendix for list of tools

7. ProblemManagementFoundation
VoIP tools
Example
VoIP services required for CMOC

8. ProblemManagementFoundation
Network monitoring tools
Example
• Network Management Information
Systems
• Uptime and link utilization
• Overall health dashboard

9. ProblemManagementFoundation
Tools for monitoring a host
Example
The NET-SNMP, Windows SNMP and VMware ESXi daemons
implement the Host Resources MIB. The following statistics are
collected and stored:
• Processor load
• Physical and virtual memory usage (excluding VMware ESXi)
• Disk usage (capacity and used)
• Network interface usage
• Service status via Host Resources MIB

10. ProblemManagementFoundation
Network troubleshooting
Wireshark Example
• Wireshark is a free and open-source packet analyzer.
• Use Wireshark for:
• Network administrators use it to troubleshoot network problems
• Network security engineers use it to examine security problems
• Developers use it to debug protocol implementations
• People use it to learn network protocol internals
• When troubleshooting a network issue the best course of action is to
capture packets of the problem as soon as possible.
• (view the Wireshark video)
• More advanced commercial add-on is Steelhead Packet Analyzer
from Riverbed

11. ProblemManagementFoundation
Root Cause Analysis (RCA) tools
Used by Tiger Teams
Topic for self study
• Process based tools used to assist in a crisis
• Identify and use what is the most appropriate for the situation
• Examples
• Fish bone diagrams (Ishikawa)
• 5 whys
• Affinity diagram
• Kepner-Tregoe troubleshooting
• TPS

12. ProblemManagementFoundation
Documentation tools
• Planning is fundamental to the success of crisis management. As
part of the process, documentation is a fundamental component.
• Utilize documentation tools to create content and information that is
stored in the knowledge base or repository
• This is utilized during a crisis as doing this task under stress pollutes
the crisis management process
• Without documentation the probability of successful resolution is
significantly lower
• Tools available to compile documents for discovery and inventory.
Although not a necessity without them the process can be time
consuming and not cost effective.

13. ProblemManagementFoundation
Review
• Practice using the tools before a crisis is encountered by making
them part of your standard operations
• Crisis management tools include a wide variety of education, training,
software, hardware, books and checklists.
• A good crisis management program will always include a written
policy which should be clear and detail the tools that are to be used
in a crisis.
• Documentation and tools need to be updated regularly
• Tools can be expensive so the ones selected need to be those that
are able to make the most impact in the shortest possible time when
a crisis occurs.