The failure of equipment can cause serious damage to the work of the organization. Therefore, ARTI has developed a set of measures to prevent possible breakdowns and reduce to a minimum the repair time for customers' office equipment.
Regularpreventionequipment
When concluding a service contract, certified engineers carry out preventive maintenance of office equipment on a regular basis. According to experience, it is optimal to carry out prophylaxis once a month, regardless of whether there were malfunctions in the operation of the devices or not. The scheme of our service involves the attachment of a permanent engineer, who, like a personal doctor, perfectly knows the working conditions of your equipment and its condition.
After each engineer's visit, the results of the work performed and recommendations are activated and entered into our specialized information system. In the future, the collected data allow timely preparation of proposals for the modernization of the park. They also serve as the basis for providing our customers with detailed reports on the condition of the equipment, the work carried out over any period of time and the costs incurred for the maintenance of office equipment.
Forecasting breakdowns and planning for the replacement of resource parts
The information system of the Service Center is a tool for engineers to predict possible breakdowns and plan the optimal time for replacing resource spare parts before stopping the equipment.
Established business processes for the provision of services in conjunction with the information system allows:
Quickly assess the level of loading and wear of each specific device.
Predict the need to replace resource parts as accurately as possible.
Predict the level of costs for maintaining equipment in working condition for future periods.
Provide analytical reports to the customer on a regular basis.
Replacement credit scheme Supplies and spare parts
The ARTI service center, under a comprehensive service agreement, provides consumables and spare parts on credit. Payment is made upon replacement at the end of the reporting period on the basis of acts signed by the client. This allows you to minimize equipment downtime, reduce administrative costs and generally improve all business processes of the company related to the preparation of documents.
Benefits of using this scheme:
For any company, the uninterrupted operation of its IT infrastructure, especially servers and installed on them, is extremely important. software. Termination of access to the Internet, e-mail, databases and other applications will inevitably lead to serious disruptions in the company's business processes.
To provide stable operation applications, server hardware must meet high reliability requirements. One of the main methods of increasing the reliability of a server is to redundant its subsystems by duplicating components: processor, random access memory, network connections, disk and solid state drives, cooling devices, power supplies. The failure of the duplicated component does not cause the failure of the server as a whole, but may reduce its performance. Troubleshooting is usually done without shutting down the server by hot-swapping the failed component.
However, full redundancy is not possible within a traditional server architecture. Server components such as the motherboard and disk controller are usually not duplicated. Therefore, their failure will mean the failure of the server as a whole and, as a result, an emergency stop of all applications. What is the likelihood of such a situation?
Server reliability is determined by the MTBF parameter - mean time between failures. Server MTBF can be calculated theoretically - based on known values MTBF of server components. By using this method we calculated the MTBF of a typical server and got a value of 10 years (calculation details). For such a server, the probability of failure within one year will be 10%.
According to our service center statistics, Team servers have a mean time between failures of 25 years, an availability rate of 99.99% and a probability of failure within one year of about 4%. At the same time, in contrast to the "theoretical" calculation, our statistics take into account any failures, including failures of duplicated components that do not lead to a failure of the server as a whole.
Obviously, such high reliability indicators are quite sufficient to ensure the stable operation of server applications and meet the needs of most small and medium-sized businesses.
However, for some companies, an unscheduled shutdown of business applications (even if very unlikely) is unacceptable. For example, one of our company's clients is a continuous cycle enterprise with 150 employees. Manufacturing process in the enterprise is managed using a specialized server application. Stopping this program means stopping production. It can take several hours for an application to recover from a hardware or software failure, during which time production will be idle. Therefore, it is required to ensure the guaranteed continuity of the operation of this application as necessary condition continuity of the entire business process.
Moving to the VMware virtual platform solves this problem.
The proposed solution is based on using a cluster of two (or more) servers with common system storage. In such a cluster, all components (including storage system components) are duplicated. Recovery of applications in the event of a failure of one of the servers is provided by means of virtualization.
In normal mode, each server runs its own set of applications, each application runs in a separate virtual machine. All applications are isolated from each other and do not affect the operation of other applications. Virtual machines and the data they work with are stored on a shared disk array that both servers have access to. The distribution of virtual machines across servers is initially set by the administrator. They also allocate a part of the server hardware resources for each virtual machine, while the load factor of each server can reach 70-80%.
Application continuity is ensured by virtual platform tools that constantly monitor virtual machines. If a virtual machine stops due to a server failure, it will automatically restart on another server. After the cause of the failure is eliminated and the server is turned on, the virtual machines will automatically return to "their" server without interruption.
This solution allows you to perform scheduled server maintenance without stopping applications. Before shutting down the server, its applications "move" to another server, and after the work is completed, they return back.
An important advantage of this solution is its versatility, since it is suitable for any application and does not impose any restrictions on the type of guest operating systems of virtual machines. This compares favorably with the Microsoft Windows Server Cluster service. Other advantages of the solution are more effective use server hardware resources, as well as ease of implementation and administration.
The composition of the solution
The solution to ensure the continuous operation of server applications on the VMware virtual platform includes the following components:
As part of the implementation of this solution, our company is ready to perform the following works:
As part of the solution, we will provide eight hours of free work by a certified VMware and Microsoft specialist for consultations, training, and work on implementing the solution.
The Oktell complex is a complex software product that ensures operation as part of a network hardware and software infrastructure. The uninterrupted nature of the work is provided in different proportions by all parts of the system: equipment, network channels, quality of connections, etc. Operation may also be affected by third-party software: primarily the operating system, its constituent parts and their state, software products used simultaneously with the complex, etc.
It is obvious that a software product alone is not able to fully take care of all the constituent parts of the system. For example, a power outage for a long period or a physical break in the network channel between the telephony server and the database server - classic examples external influence, in the fight against which any software is powerless. However, by installing additional equipment (batteries or a redundant network link, respectively), you can minimize the likelihood of a critical failure in the context of the examples described.
Possible failures that occur during the active operation of the server after it has been put into operation after a certain period of stable operation may have various causes, but they can be classified according to directions. Each of the directions must be assessed for the likelihood of occurrence and, if necessary, preventive maintenance, training of personnel and equipment should be provided, as well as a list of measures to be taken should be developed in the event of certain critical conditions.
Depending on the requirements for the system to ensure continuity, various techniques can be developed to deal with hardware problems. In any case, if it is necessary to minimize possible downtime, duplication of various system nodes is required. The assessment of possible probabilities and consequences depends on the specific implementation conditions. Duplication can be done both by stockpiling parts of units at particular risk (CTI boards, motherboards, RAM boards, telephone sets, etc.), and by using server units that are resistant to failures and damage constituent parts. For example, in some cases it will not be superfluous to use a server station with several power supplies, a server motherboard as a telephony server. It is also possible to back up a duplicate server with installed and configured nodes - exact copies of the main one. In the event of critical problems on the server until the moment of clarification and elimination, a complete cold switching from one station to another is performed with the preservation of all settings, name and IP address in the network.
It is worth remembering that the options listed - Possible Solution just hardware problems.
In some cases, for the convenience of setting up and operating a distributed system, it is recommended to move the database to a separate server. In this case, ensuring fast switching to the backup telephony server in case of hardware failures on the main one is much easier, since reconfiguration and recovery are not required. backups DB.
It is strongly recommended that after commissioning a configured telephony server, regular backups of the data necessary for operation are performed: script files, databases, and other (possibly external) information blocks involved in the system operation.
Also, in order to provide protection against power surges and power outages, it is recommended to equip the server with a uninterruptible power supply. Obviously, in order for the server to continue processing calls in the absence of electricity, it is necessary that all nodes that connect the server to external providers of the communication used (switches, modems, gateways, PBX) also function and are provided alternative sources energy. Also, depending on the operating mode of the complex, it may be necessary to configure call processing scenarios for an alternative scheme of work in the absence of operators and users, as well as in the absence of access to external nodes.
Access to the Internet, communication with an external SIP provider and E1 streams is entirely the responsibility of the system administrator. In case of violations and failures in the work of any directions, it is necessary to have alternative channels or conditions for the rapid elimination of emerging malfunctions. In some cases, providers provide an immediate response, and this may not be a critical problem, but in some other cases, by contract or in fact, the provider is able to delay the resolution of emerging problems. It is necessary to assess the situation and prepare a plan of measures to be taken in case of communication problems.
Communication between intra-office components must also be provided by the system administrator. Both physically by cables, and in terms of network connection settings.
In addition, it makes sense to provide backup branches of the script receiving calls, which ensure the correct processing of incoming calls when there is no connection through the risky channels used.
The complex runs on an operating system of the Windows family and uses its resources. The server's system resources are also shared with other concurrent software. There may be cases in which the activity of third-party programs may lead to partial incapacity of the Oktell platform. In particular, these are cases of malicious modification of the components of the complex, system files of the FrameWork platform or OS, excessive activity that loads station resources: processor time, write/read cache from hard drive, network interfaces that block actions at the stage of information exchange, such as firewalls. Virus programs can have a direct impact on various levels of the system.
As a condition for ensuring continuity associated with the problems described above, it is recommended that after setting up the server, do not install unverified software, do not activate previously inactive programs, and monitor the cleanliness of the files hosted on the server to prevent malware from entering. It is not recommended to give direct and network-wide access to the components of the server to unskilled and low-skilled employees, to restrict free access to the server to everyone except responsible administrators. It is extremely prudent to make modifications to the parameters of network interfaces, additional configuration of firewalls, firewalls and antiviruses. It is also strongly recommended to use the server station only for its intended purpose throughout the period of operation of the complex.
During the operation of the complex, depending on the operating conditions, sound files are recorded, the database grows, and other reasons for reducing free disk space are also possible. The system monitors the amount of remaining disk space in order to warn and stop in time the reduction of space in the critical zone at its own expense, disabling switching recording.
It is recommended that you set up recording on additional hard drives instead of the standard system OS drive. Periodically track changes and proactively change or clean the disk from data that is no longer relevant. The system has a built-in mode for automatically deleting recorded conversations (in the general settings section), as well as preventive cleaning of the database. If you need to store recordings for a long time, use external media. Since 1MB can hold 10 minutes of audio recording, modern hard drives allow enough long term contain the information of the entire office. Periodic shift hard drives or archiving to external media will significantly extend the terms of normal operation in this part.
In the process of work (especially in the call-center mode), with dense active work, the databases are gradually filled with a large amount of heterogeneous statistical information. Part of it is used by the system when building standard built-in reports, and part can be used when creating custom reports. However, in some cases, with a specific setting of the complex, a large amount of data is stored in vain. This takes up disk space, but even more prevents the database server from doing fast lookups and allocating to RAM. The growth of data in the main tables is all the more detrimental because when using certain settings (such as, for example, searching for the least busy operator), the real-time complex uses statistical information for routing. Thus, each time a subscriber switches to a task, the search time in statistical tables inevitably increases. This process smoothly leads to "stuck" calls at the entrance to the task, and when crossing the allowable waiting limit, massive breaks from subscribers. It is recommended to completely create projects before setting them up and activating them in the system. In some cases, the information collected by the complex is not interesting, and you can extend the "easy" work by setting up automatic table cleaning. You can also use the built-in mode of deleting data older than the specified date from all operational tables and autorebuilding indexes.
In case of hard work a large number operators (or automatic tasks), there may be cases when the load on the database server increases to prohibitive values. AT more the load falls on the hard drive and its cache. In this case, even if the processor load is normal, it is not recommended to perform non-time-critical procedures: generate complex statistical reports, run service scripts working with the database, and perform other actions in the database. Together with the previous paragraph, such conditions can lead to inoperability or incorrect processing.
When forming projects, it is recommended to preliminarily analyze and distribute the types of work. In particular, transfer some of the data to other servers and build reports on them, use external databases on other servers and organize distributed work in the database of modules and employees working in real time, and those who can postpone until the activity drops. In particular, as one of the measures, it is possible to minimize stay in such call-center modules as "Indicators", "Resources", "Statistics". If you need to manage resources, it is possible to disable the use of content there based on statistical data.
However, it should be borne in mind that overload problems do not begin on their own, but as a result of the growth of operational tables, as described in the previous paragraph. It is necessary to consider the situation as a whole and make complex decisions to optimize the operation of the database. In the case of organizing complex and downtime-critical call centers, use the advice and / or services of implementation centers.
Any company, be it a multinational corporation or a small business with a staff of two, needs an office. After all, the office is not only the place where we negotiate with partners and receive clients, but also the place where the daily painstaking work of the company's employees is carried out, aimed at the development and prosperity of our business.
Think about it, if you subtract the time allotted for sleep from our lives, it turns out that we spend most of our time in the office, doing our daily work. And after all, none of us wants to spend most of our lives in a damp and dark basement. Therefore, thinking about rent an office cheap, it must be remembered that the office, in fact, is the second home for its employees, and the availability of serviceable engineering infrastructure (ventilation, electricity, heating, water supply, Internet connection, etc.) plays an important role in ensuring its sustainable and successful functioning .
"Ensuring the functioning of the office" - this phrase often appears at number one in the job responsibilities of an office manager. Let's figure out what is hidden under this dry phrase, and what needs to be ensured for the organization of the normal functioning of the office:
Organization and control of office work is a continuous work process. It must be controlled at all stages, so that there is confidence that the office functions clearly and without failures. But often, far from always, the office manager is able to ensure the full implementation of all activities to ensure uninterrupted operation office. Many factors are simply beyond his control.
After all, ensuring the uninterrupted operation of ventilation systems, electricity, water supply, heating and other engineering systems; ensuring security and fire safety; keeping elevators and common areas clean and in good condition - these are the factors, the implementation of which lies a heavy burden on the shoulders of the owner of the rented office. At the same time, they have a significant impact on the sustainable functioning of the office, and as a result, on the development and prosperity of the business.
When renting an office in an office center, please Special attention on the condition of the building, and make sure that the owner makes every effort to ensure the comfortable operation of your office, and only then you can be sure of the fruitful work and future success of your business.
A defining part of the functioning of any information system is the presence of a modern material and technical base, in this case means of computer technology and means of communication. Now let's try to clarify this issue in relation to the state of affairs in the administration of Rybinsk.
First of all, there is a discrepancy between the requirements for computer technology and the tasks solved on it in the following divisions of the administration: general department, department of construction and investment, management economic development. In addition to obsolescence of computers ( specifications do not meet the requirements of installed operating systems and software), there is mechanical wear (this applies to laser printers and cathode ray monitors).
Not all administration services are equipped with computers in sufficient quantities for the number of employees who carry out document management, electronic correspondence and perform other tasks related to the availability of computer technology. Also, not all departments are provided with a sufficient number of printers and optical input devices (scanners).
The adoption of urgent measures to correct the current situation is urgent. To hopelessly keep up with the demands of technological progress in the industry high technology, it is necessary to replace approximately one fifth of the computer equipment fleet annually.
Thus, after five years, the cycle of technical re-equipment recommended and dictated by the conditions of the development of the computer industry market will be completed. Approximate estimated cost one workplace is 27-29 thousand rubles, excluding software, so the annual cost of re-equipment of the computer equipment park will be approximately 550-600 thousand rubles.
In addition to acquiring new technology for installation at workplaces, it is necessary to create a reserve fund of computer equipment, replaceable parts and consumables, used in case emergency situations associated with the loss of efficiency of individual units of the operating park and the provision of urgent tasks (for example, with changes in the structure of the administration or the provision of election commissions).
2. Software.
The operation of personal computers is impossible without appropriate modern software. Operating systems and office software products installed at each workplace must be purchased as an indispensable component of the computer. If specialized programs that require manufacturer support (for example, 1C products) are purchased legally, then Microsoft products installed on each computer are currently unlicensed by the administration.
Due to insufficient funding, priorities shifted in favor of acquiring additional hardware, saving on software. The situation is simplified by the fact that the especially expensive products needed to ensure the operation of servers have been replaced by freely distributed and somewhat more efficient and productive products of the Unix family. Their use at workstations is not acceptable due to the complexity of their development by personnel and compatibility problems.
Recently, the requirements for compliance with copyright have become tougher in the country, structures have been created under law enforcement agencies that monitor compliance with current legislation in this domain. Therefore, urgent correction of the current situation is needed.
Price necessary minimum software is about a third of the cost of a computer. Substantial savings funds can be achieved by participating in Microsoft's Product Licensing Program for Government and educational institutions, acquiring only the right to use the products, without media and documentation.
All of the above decisions regarding the acquisition of computer equipment and licensed software can act as recommendations for all departments of individual legal entities administration.
High network segmentation. Insufficient connections in the cable structure and narrow wall-to-wall openings make it impossible to connect workstations to existing active equipment. It is used simply to add new active devices to almost every cabinet, which causes additional errors in the network (collisions). Connecting wires are placed on top of cable channels, resulting in an unaesthetic appearance of workplaces.
Increased amount of data transfer over the network. The bottleneck is the sections between the storey and central switches.
Funding is needed for a phased modernization of the LAN, which includes:
Replacement of active equipment with devices with a transfer rate of 1 Gbps, with traffic prioritization and advanced management functions;
Relocation of network segments, taking into account the number of jobs and simultaneous laying of additional cable connections, with the expectation of introducing IP telephony and equipment for fire and fire fighting equipment in the future. burglar alarm(primarily in the left wing of the second floor, where the construction and investment departments and the economic development department are located);
Modernization and replacement server hardware, installation of uninterruptible power supplies and devices network storage data for backup.
4. Communication between divisions of administration.
Administration units are located in buildings geographically remote from each other. Currently, a leased copper pair (DSL technology, data transfer rate of 0.5–2 Mbps) is used to connect the LAN of the administration and the LAN of the following services:
Department of housing and communal services, transport and communications (Stoyalaya, 19);
Department of Real Estate, Department of Land Management (there is no connection with the Department of Urban Planning and Architecture), (Krestovaya, 77);
Centralized accounting departments of the education department (Krestovaya, 19) and the Department of Health and Pharmacy (Preobrazhensky per., 2);
Department of Social Protection of the Population (no connection with the Department of Education and the Department of Health and Pharmacy, located in this building), (Krestovaya, 139);
Department of Culture and Sports (Chkalova, 89)
Connection not made (including due to lack of technical capabilities):
Department of the registry office (Gogol, 10);
Department for juvenile affairs and protection of their rights (Raspletina, 9);
Archival department (Ukhtomsky, 8).
A big problem is the lack of a high-speed connection to the building at 77 Krestovaya, where services are located that are directly interested in using a single information system. The solution may be to combine the LAN of departments in this building and organize a radio channel with the administration building (Working, 1). Data transfer rate - 50 Mbps, equipment cost and installation work- 150-200 thousand rubles.
A promising solution would be to lay a fiber-optic cable along the electric lighting poles from the administration building (Working, 1) to the building of the social and cultural center (Chkalova, 89). According to preliminary estimates, the cost of developing the terms of reference for the cable laying project and its implementation will be 1.7-2.0 million rubles. This would make it possible to link with a high-speed data transmission channel (at least 100 Mbit / s) all the above departments of the administration and create an internal corporate telephone network with a single numbering, which would be integrated into the digital telecommunications network of the authorities Yaroslavl region and to solve in the near future a high-speed exchange of information through the administrative management of all levels, including the creation of a Unified dispatch service and warning systems of the Main Directorate of the Ministry of Emergency Situations.
5. Personnel training
In conclusion, I would like to draw attention to next moment. For effective solution all tasks related to information technology and simply the use of computer technology, appropriate training of personnel is necessary. An indispensable condition for this is the introduction of staffing all large administration structures at the level of departments and offices of qualified employees who carry out system administration and ensure operational control over the performance of computer equipment and local area networks responsible for information interaction. Now this is not the case in the Department of Housing and Public Utilities of Transport and Communications and the Department of Culture and Sports.
In addition, I must add that the increased amount of work on the administration of the administration network, taking into account the requirements for security and information protection, requires a lot of time and it is urgent to introduce a staff unit into the structure of the informatization center to address these issues.
