Mission Possible: The Future of IT Support “Mission Impossible” © Paramount Pictures, Cruise/Wagner Produc(ons (2011). Used under Fair Use. Bob Marla) Informa(on Systems Opera(ons Manager -‐ Washington State Patrol James Stanger, PhD Senior Director, Products -‐ CompTIA 23 October, 2014 A Li)le Housekeeping ü Contact informa(on will be provided at the end of the webinar. ü You are muted by default, please ask all ques(ons in the Q&A sec(on. ü This webinar is being recorded. ü Webinar presenta(on slides and recording link will be available tomorrow. ü ü THE JETSONS™ and All Related Characters © Hanna-‐Barbera and Warner Bros. Entertainment Inc. Used under Fair Use. Please complete brief survey at the comple(on of the webinar. @CompTIA (1) CEU credit towards A+ce renewal: A0er the webinar, CompTIA will email verified a?endees a parAcipaAon confirmaAon along with instrucAons on how to add the credit to your cerAficaAon account. #MissionPossible #TheFutureofIT #CompTIAcer:fied Copyright (c) 2014 CompTIA Proper(es, LLC. All Rights Reserved. | CompTIA.org Agenda • A hands-‐on look into the support needs for a complex series of networks – Bob’s world • What you need to learn in order to support systems ü Technologies ü Tools ü Techniques • The future of IT support Copyright (c) 2014 CompTIA Proper(es, LLC. All Rights Reserved. | CompTIA.org 3 Mission Possible: Your Host James Stanger Senior Director, Products Responsible for determining CompTIA’s product roadmap Authority in: open source security web technologies blogging n I’m also a educator Copyright (c) 2014 CompTIA Proper(es, LLC. All Rights Reserved. | CompTIA.org Mission Possible: Our Guest Bob Marla) Informa(on Systems Opera(ons Manager for the Washington State Patrol Former CIO Management consultant to various states over the past 15 years Systems migraNon specialist Project manager Independent quality assurance consultant InformaNon systems strategic and tacNcal planning OperaNons manager Copyright (c) 2014 CompTIA Proper(es, LLC. All Rights Reserved. | CompTIA.org CompTIA is … The voice of the world’s informaNon technology (IT) industry. § Non-‐profit: IT Trade Associa(on advancing the global interests of IT professionals and IT channel organiza(ons § Philanthropy: Crea(ng IT Futures § Advocacy: TechAmerica § Provide industry leading creden(als and cer(fica(on: www.comp(a.org it plug… vIis s s le e . m A a pT org Sh m o C . n o cerNficaNout a free trial of … check ertMaster! C Copyright (c) 2014 CompTIA Proper(es, LLC. All Rights Reserved. | CompTIA.org CompTIA CerNficaNons – a quick overview Certs in red – ANSI/ISO cer:fied/US Government 8570 CompTIA Best Prac(ces Cer(fica(on IT Fundamentals CyberSecure CompTIA Professional Cer(fica(on A+ CDIA+ Cloud+ CTT+ Linux+ Mobility+ Network+ Project+ Security+ Server+ Storage+ CompTIA Mastery Cer(fica(on CompTIA Advanced Security PracNNoner (CASP) CompTIA Specialty Cer(fica(on Cloud Essen(als Mobile App Security+ Copyright (c) 2014 CompTIA Proper(es, LLC. All Rights Reserved. | CompTIA.org A skills-‐based look at the CompTIA roadmap We cerNfy essenNal skills for the enNre IT department / “ecosystem” Job role Cer:fica:on Help Desk / IT Support Technician / Field Technician Opera(ng system support This photo is for A+ placement only Server+, Linux+ Network technician Network+ IT / cloud architect Cloud Essen(als, Cloud+ Systems analyst / mobility engineer Mobile app developer Security engineer / IA technician Any employee Project manager Mobility+ Mobile App Security+ Security+, CASP CyberSecure (Forthcoming) Project+ Copyright (c) 2014 CompTIA Proper(es, LLC. All Rights Reserved. | CompTIA.org 8 What you can learn from Bob … ü How to keep pace with high-‐ stakes, high-‐ availability environments You’re going to learn about the real-‐world types of skills that Bob needs to run a complex environment, both now, and 5 years from now. ü How to ensure system upNme ü How to share vital informaNon in real-‐Nme ü Tips, tricks and traps for supporNng evolving IT systems, including what is coming next . . . Copyright (c) 2014 CompTIA Proper(es, LLC. All Rights Reserved. | CompTIA.org a look inside bob’s world 10 NaNonal Criminal JusNce Network NLETS NaNonal Crime InformaNon Center (NCIC) Interstate IdenNficaNon Index (III) NaNonal Sex Offender Registry (NSOR) Correc(ons DMV Courts FBI Municipal County State Federal Law Enforcement All US States & Territories Message Switch WA Crime Informa(on Center WA Criminal History INTERPOL Canadian Crime InformaNon Center: OrganizaAons other than Facebook and Google have been collecAng and storing informaAon for a long Ame . . . First Social Network State and NaNonal Crime InformaNon Centers HOT FILES Wanted Persons Missing Persons Uniden(fied Persons Supervised Persons Protec(on Orders Iden(ty Thek Securi(es File Stolen Vehicles & Plates Repossessed Vehicles Impounded Vehicles License Plate File Sex Offender Registra(on Gun File Vehicle Parts File Boat File Ar(cle File Person of Interest DOL Drivers Check DOC Offender File DOL Mug Shots Immigra(on Violator RAP Sheets Gang Affilia(on Add, Modify, Clear, Delete Computer Aided Dispatch Law Enforcement Records Query Incident, Case InformaAon Law Enforcement Opera(ons Each of the systems in these circles represents separate technical support needs. ACCESS TransacNon Volumes September 2014 Row Labels Corrections DMV Parks (Boats) WACIC Regional Systems FBI III NCIC QRY NCIC Updates NCIC Updates Crim History NLETS WSP Client (local) DMV Photo Grand Total Input Message 64,710 2,640,779 2,204 3,994,675 3,291,484 310,108 1,921,204 60,116 20,309 951,946 201,548 Output Message 64,830 2,652,458 2,206 2,662,924 11,015,074 103,763 1,919,840 59,889 96,707 925,964 957,830 8,069 13,459,083 20,469,554 Grand Total 129,540 5,293,237 4,410 6,657,599 14,306,558 413,871 3,841,044 120,005 117,016 1,877,910 1,159,378 8,069 33,928,637 Who supports all of these systems? Support Context WSP 24 X 7 Help Desk CUSTOMERS 25,493 Terminals 600+ Agencies 123 Regional Systems 11,018 MDT Devices 1,686 Wireless Devices Phone Email Work Orders WSP Infrastructure Business applicaNons Vendor Applica(on Support 3 WSP ACCESS Systems Administrators Support Servers Storage (MicrosoR) WSP Network Support Rou(ng VPN 24 X 7 Support Configura(on Rou(ng Troubleshoo(ng Inquiry Connec(ons Journal Searches Defects Change Management OperaNonal Issues Let’s talk about the issues you face, and the skills Bob needs from his co-‐workers to handle these issues . . . Customer Management • Changing configura(on • Regional Message compliance Communica(ons • Customers • Vendors • Technical workers Mission Cri(cal – 24 x 7 Opera(ons Configura(on Management • Change management • One change affects mul(ple systems Applica(on Management Technology Changes Journal Searches & Public Disclosure Requests Copyright (c) 2014 CompTIA Proper(es, LLC. All Rights Reserved. | CompTIA.org EssenNal Support Skills Bob’s workers need: Database, including SQLs RouNng The ability to understand how different systems work together Server and storage Networking, including protocol analysis and rouNng • Records analysis • Packet captures (Wireshark) • TCP handshake • Protocol analysis Copyright (c) 2014 CompTIA Proper(es, LLC. All Rights Reserved. | CompTIA.org “To the nines” Let’s talk about the various levels of “nines” … Availability % DownNme per annum DownNme per month DownNme per week 99.9 % 8.76 hours 43.8 minutes 10.1 minutes 99.99% 52.56 minutes 4.32 minutes 1.01 minutes 25.9 seconds 6.05 seconds 99.999% “five nines” 5.26 minutes The more 9s involved, the more the cost! – Equipment – Support individuals – Services (e.g., bandwidth, telcos) Copyright (c) 2014 CompTIA Proper(es, LLC. All Rights Reserved. | CompTIA.org keys to conNnued success in IT support What types of skills does Bob value? § Ability to see the business ramificaNons of a technology decision § Sol skills – “Work and play well with people” Clients (officers, tech support) § Vendors and service providers § – Wri(ng skills – Project management – Ability to coordinate Bob’s basketball metaphor § You need: § – Point guards – Centers – Forwards Copyright (c) 2014 CompTIA Proper(es, LLC. All Rights Reserved. | CompTIA.org Some quesNons § What is the value of cer(fica(on to you? § You are a Microsok Windows and Cisco shop, right? – What is the value of vendor-‐neutral cer(fica(on to you? – What technical support skills do you value the most? § What are some of the skills that help you the most, day to day? § How did you develop your skills? – Reading? – Classroom training? – On the job training? Copyright (c) 2014 CompTIA Proper(es, LLC. All Rights Reserved. | CompTIA.org Some war stories . . . § Java migraNon – From one version to another – Crea(ng a plan – Considera(ons § § § What other systems are affected? How much down(me is necessary? When systems go down – Firewall and VPN issue – Who gets the call? – How do you determine the final responsibility? § System slowdowns – Cruise ships and other spikes – How do you scale systems? Copyright (c) 2014 CompTIA Proper(es, LLC. All Rights Reserved. | CompTIA.org Future ideas for the data owned by the State of Washington . . . Big data possibiliNes – Average of 34 million records monthly § That’s about 408 million records a year – Up to 1 trillion records over the past 14-‐15 years – What are the data mining and analy(cs possibili(es? § Predic(ve analy(cs § How do you organize that data? Copyright (c) 2014 CompTIA Proper(es, LLC. All Rights Reserved. | CompTIA.org Bob’s take on some trends we’ve seen The first trend . . . Help Desk / Tech support Challenges in Mobility Mobility skill level of general staff Making systems accessible securely 40% 39% Determining cost/ROI of mobile solu(ons 35% Op(mizing business applica(ons 35% Users not familiar with company policy Mobility skill level of IT staff Current skills • PC • Desk phone New skills • Smartphone • Tablet • Mul(plaworm 35% 34% Copyright (c) 2014 CompTIA Proper(es, LLC. All Rights Reserved. | CompTIA.org What trends do you see in server administraNon? What are some of the essenAal skills in the future? Current skills • Server OS • Virtualiza(on • Troubleshoo(ng Hardware Sokware Copyright (c) 2014 CompTIA Proper(es, LLC. All Rights Reserved. | CompTIA.org Network administraNon Ability to place comms and data on IP network 32% High comms priority 25% Advanced tech usage 10% IT Firms 10% Current skills • QoS • VLAN New skills • WiFi • SDN Telecom Firms Copyright (c) 2014 CompTIA Proper(es, LLC. All Rights Reserved. | CompTIA.org Security Effect of security skills gaps Unaware of exposure 41% Unaware of new security trends 41% Maintaining compliance Costs of training 38% 36% Current skills • Firewall • VPN • Encryp(on Newer skills • Data Loss Preven(on • Iden(ty Access Management • Risk Management Copyright (c) 2014 CompTIA Proper(es, LLC. All Rights Reserved. | CompTIA.org Database knowledge Degree of data skills gaps Significant/ Don’t know 9% 41% Moderate 50% Appropriate Level of skill Current skills • Extract, Transform Load (ETL) • SQL New skills • NoSQL • Distributed Storage Copyright (c) 2014 CompTIA Proper(es, LLC. All Rights Reserved. | CompTIA.org What about Web development? Mobile App Developer Job Trends Current skills • HTML/CSS/Java • Desktop browser design New skills • iOS/Android • HTML5 • App Design Copyright (c) 2014 CompTIA Proper(es, LLC. All Rights Reserved. | CompTIA.org some conclusions and quesNons So, some conclusions about the future of tech support . . . § Business knowledge is essenNal – Service level agreements – How to read – and understand – a contract – Proac(ve thinking – Delega(on § You will need to know mulNple architectures, tools, and techniques – Networking protocols – Security Copyright (c) 2014 CompTIA Proper(es, LLC. All Rights Reserved. | CompTIA.org More conclusions and quesNons . . . § What kind of “cloud” knowledge will workers need? § And, of course, what about mobility? – Data at rest – Data in transit § We’ve gone way beyond “break fix,” haven’t we? § What operaNng systems – Windows – Linux – Other, such as Omnixx Enterprise? § Customized apps and applicaNons (OS, mobile, Web, etc.) Copyright (c) 2014 CompTIA Proper(es, LLC. All Rights Reserved. | CompTIA.org Summary Today, we talked about: § A hands-‐on look into the support needs for a complex series of networks – Bob’s world § What you need to learn in order to support systems -‐ Technologies -‐ Tools -‐ Techniques § The future of IT support Copyright (c) 2014 CompTIA Proper(es, LLC. All Rights Reserved. | CompTIA.org 36 QUESTIONS? James Stanger Bob Marla) jstanger@comp(a.org Skype: stangernet To learn more about our next Webinars, please go to the following URL: www.CompTIA.org/Events/Webinars Thank you! Copyright (c) 2014 CompTIA Proper(es, LLC. All Rights Reserved. | CompTIA.org 37
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