LIFE Technology
The Impact of New Technologies and Services
on Downtime
Dave Saliaris
Vice President, Life Cycle Management Services
The Relentless Pursuit to Get Better…
Figure out a direction
Make sure you are working hard each day to put people in the right
place to succeed
Ask the right questions
Shape the right strategy
It’s going to be a team that succeeds and fails
It’s a process of constant improvements
The world is big and chaotic
Constantly improve systems, accountability and transparency to
minimize those mistakes and ensure success
Market is Changing
Complex
Demand
Products that are perceived as simple are becoming increasingly complex
Evolving Datacenters
Variable speed drives
Transformer free UPSs
Wireless sensors
Branch circuit monitoring
Frequent, incremental changes
Constant management
Focus on next technology
Mature “systems” approach
Complex
Demand
Products that are perceived as simple are becoming increasingly complex
IT and Facilities Common Goal:
Reduce Operational Costs and Increase Revenue
Vendors



UPS
–
480V, 240V
–
Transformerless
–
Modular
–
Wet Cell/ VRLA
Facility
Manager
Core Business
Domain Expertise
Limited
Business
(proxy)
Applications and
Services
IT Manager
Technology
Always
Changing
(proxy)
Vendors

–
–
–

Rack PDU
–
Transfer
Switches
–
Branch Circuits

–
CW, Glycol
–
economizer
–
Aisle
containment

Switch Gear

Generator

Utility

Blade Servers
MS Access
MS SQL
Oracle
Web Portal
Billing
SalesForce
Network
–
–
Your Partner to Reduce Operating Costs
Solaris
Business Applications
–
–
–

Linux
Database
–
–
–
Cooling
Windows 2003
Hardware
–
Power Distribution
–
OS
Routers
DMZ

Virtualization

Cloud Computing
Traditional Approaches to Minimize MTTR
Dispatch then diagnosis
occurred - identify -
support -
There are time
dispatch
- diagnosis - receive parts - restore
lapses when events occur
Traditional Approaches to Minimize MTTR
Dispatch then diagnosis
occurred - identify -
support -
There are time
dispatch
- diagnosis - receive parts - restore
lapses when events occur
Guesses On How Long Before Support is Called ?
 < 30 min
 > 30 min < 5 hour
 > 5 hour < 12 hours
 > 12 hours
11.6 Hours
Direction
Figure out a direction
(win Ohio Capital Conference, be State
Finalists, win the States?)
Critical Space Services:
Maintain & Monitor
When you’re
distracted and your
focus has shifted
Engineering Expertise
Monitor the behavior
of equipment against
system design
Interrelate trends and
historical data
?
filter events
Identify patterns on
current event activity
across systems
+
MTTR
Delivering capabilities and expertise not possible with a software-only solution
The Impact of New Technology
When utilizing LIFE™ Technology your UNIT
AUTOMATICALLY sends a comprehensive data report
to system engineers for quick diagnosis and dispatch of
service, thus restoring normal unit operations and
shortening MTTR.
Questions
Ask the right questions
(players, coaches and
parents…league officials)
What is Life Technology? And What it’s NOT ?
It Isn’t
 Remote Monitoring
 Remote Control
 Help Desk
It is
 Enhanced Level of Service
 Remote Diagnostics
 Experienced Engineers
Proactive Response…
Trusted Advisor…
14 /15
Event
LIFE®
Technology
MTTR ∆ T
Operations
Returned
Notification
Respond / Resolve
Repair
Event Enunciation
Avg. ∆ T
On-Site ~1.7 Hrs
LIFE Technology
Tech Knowledge On-Line
Knowledge Base
Tiered Call Center
On-Site Duration
Parts On-Hand
1st Time Fix
Notification ∆T ZERO
11.6 Hrs
Increased Availability
Shortens
Investigation
Increased Efficiency
Speeds Repair
Faster Repair = Higher Customer Satisfaction
People, Process & Time
Make sure you are working
hard each day to put people in
the right place to succeed
Romania
USA
24x7x365
Escalation Workflow
Italy
Incident Management
LIFE Technology
Costa Rica
Philippines
over 11,500
LIFE Technology
Enabled Devices
Critical Space Services:
Maintain & Monitor
When you’re
distracted and your
focus has shifted
Engineering Expertise
Monitor the behavior
of equipment against
system design
Interrelate trends and
historical data
?
filter events
Identify patterns on
current event activity
across systems
+
MTTR
MTBF
Delivering capabilities and expertise not possible with a software-only solution
Traditional Approaches to Minimize MTBF
Timeline for scheduled PM
trending yellow - waiting on pm - trending red
There are time
-
pm visit
-
system normal
lapses when events occur
Strategy
Shape the right strategy
1. Olentangy rules Ground Balls
2. Clears are crisp and
quick…not a time to take a
breath
3. Talking, partner oriented
relentless defense
4. Objective oriented offense
Remote Services – Reporting
RSD- Remote Preventative Maintenance
Timeline for service – “identify trends that may effect long-term availability”
event - record- filter noise - identify trends – send report - corrective action - restore
Increasing MTBF with LIFE Technology
Maintenance Services
Real-Time System Monitoring
Preventive Maintenance
Real-Time
Prevent
Trouble-Shooting & Diagnostics
Services
• Proactive alarm monitoring and telemetry
recording
• Continuous communications monitoring of endpoint devices and network availability
• First responder alarm-event filtering eliminates
the barrage of miscellaneous events and overload of too much data
• View equipment data live and monitor the
transitions of events
In real-time know the status of all mission-critical infrastructure
Diagnose
Maintenance Services
Real-Time Monitoring
Preventive Maintenance
Real-Time
Prevent
Trouble-Shooting & Diagnostics
Services - Activity Reports
• Unified data analysis of data recorded from onsite maintenance with data captured from
remote services
• Executive summary identifies current trends that
may impact or degrade the life of critical
components
• Report on the changes to tracked telemetry,
changes to load, capacity and/or environmental
conditions
Easy to read quartly reports summarize alarms and service activity
Diagnose
Maintenance Services
Real-Time Monitoring
Preventive Maintenance
Real-Time
Prevent
Trouble-Shooting & Diagnostics
Services
• Immediate analysis of critical events from power
and cooling equipment that may effect
availability
• Detect and correct incipient problems, battery
trending bad and frequent input overload
conditions
• Initiate on-site corrective maintenance activities,
dispatch field service to restore reliable
operations
Extends the reach of the service organization with immediate service
Diagnose
Constant Improvements
It’s a process of constant
improvements
(we move forward always)
Additional Benefit New Technology Enables….
A View Across Multiple Customers
Success and Failure
It’s going to be a team that
succeeds and fails
(This is a reflection of Step 2
and we know players will be
asked to do more. Innovation
has failure components)
LIFETM Technology Customers
11,500+
Chaotic World
The world is big and chaotic
(league, control what we can
control, No team should be
better conditioned)
®
LIFE Over IP – An Accepted Solution
LIFE
HTTP
Server
Proxy
Server
Internet
IF YOU CAN
NAVIGATE TO THE
INTERNET…
LIFE
TECHNOLOGY
CAN
COMMUNICATE
®
LIFE Over IP – An Accepted Solution
Liebert APM
UPS
www.lifeTechnology.com
(Web Server)
LIFE
HTTP
Client
LIFE
HTTP
Server
Proxy
Server
Internet
IF YOU CAN NAVIGATE
TO THE INTERNET…
LIFE TECHNOLOGY
CAN COMMUNICATE
Basic HTTP Communications (Web Browsing)
HTTP Server
(Web Server)
HTTP Client
(web browser)
Virus
Security Breach
Malware code
Request
80
20
443
Response
Malware code
ninja hacker
Life Technology Communications
www.lifeTechnology.com
(Web Server)
Liebert APM
(HTTP Client)
Request
80
Response
LIFE Technology
Uses an embedded computer
Does not support Java or Flash
Uses pre-defined, hardcoded HTML
Malware code
ninja hacker
Ensure Success
Constantly improve systems,
accountability and
transparency to minimize
those mistakes and ensure
success
What Our Customers Have to Say
“..Remote Monitoring Services provide a window into our
systems when we are offsite and allow the flexibility to quickly
respond or dispatch the appropriate personnel when
necessary” (Vice President, Facilities Management of a Global Financial Mgmt Company)
“Interested in trends and analysis, just don’t have the time or
energy, my only focus is the deployment of our disaster
recovery Data Center” (Facility Manager of a Food Service Distributer)
“The systems and equipment being monitored by Liebert
Remote Monitoring Services are vital to our firm and we rely
heavily on Liebert to communicate alarm status immediately..”
Wrap Up
Discussion Between Two Secretaries of State
Henry Kissinger: I had been national-security adviser before I became secretary of state. So I
saw the issues that reach the White House and the issues that reach the secretary. The issues
that reach the White House are most frequently strategic, while as secretary of state, as Hillary
has pointed out, there are as many constituencies as there are countries with which we have
relationships. So at the end of every day you almost have to make a decision—whom are you
going to insult by not dealing with his or her problems? Because there's no possible way you could
get through. It's a job that requires 24-hour attention.
One of the problems of government is to separate the urgent from the important and make sure
you're dealing with the important and don't let the urgent drive out the important. Another challenge
one has as secretary is that I think it's the best staff in town, but it's also the most individualistic
staff in town. With so many constituencies, to get them to work toward a coherent goal is a huge
assignment for the secretary.
Hillary Clinton: I would add to what Henry said that in addition to the urgent and the important,
you try to keep your eye on the long-term trend lines because what is neither urgent nor important
today might become one or the other by next year or the year after. And that's a whole different set
of skills that is required.
Newsweek Magazine December 20, 2009
Thank You