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 ü ü ü ü You are muted by default, please ask all ques(ons in the Q&A sec(on. This webinar is being recorded. Webinar presenta(on slides and recording link will be available tomorrow. Please complete brief survey at the comple(on of the webinar. (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. THE JETSONS and All Related Characters Hanna- Barbera and Warner Bros. Entertainment Inc. Used under Fair Use. @CompTIA #MissionPossible #TheFutureofIT #CompTIAcer:fied
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 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 I m also an educator
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 Project manager InformaNon systems strategic and tacncal planning Systems migranon specialist Independent quality assurance consultant OperaNons manager
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 Shameless plug visit cernficanon.comptia.org check out a free trial of CertMaster!
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+
A skills- based look at the CompTIA roadmap Job role We cernfy essennal skills for the ennre IT department / ecosystem Help Desk / IT Support Technician / Field Technician Opera(ng system support Network technician IT / cloud architect Systems analyst / mobility engineer Mobile app developer Security engineer / IA technician Any employee Project manager Cer:fica:on This photo is for placement A+ only Server+, Linux+ Network+ Cloud Essen(als, Cloud+ Mobility+ Mobile App Security+ Security+, CASP CyberSecure (Forthcoming) Project+ 8
What you can learn from Bob How to keep pace with high- stakes, high- availability environments ü 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...
a look inside bob s world 10
NaNonal Criminal JusNce Network NaNonal Crime InformaNon Center (NCIC) Interstate IdenNficaNon Index (III) NaNonal Sex Offender Registry (NSOR) FBI NLETS All US States & Territories Correc(ons DMV Courts Municipal County State Federal Law Enforcement Message Switch WA Crime Informa(on Center WA Criminal History INTERPOL Canadian
Crime InformaNon Center: First Social Network State and NaNonal Crime InformaNon Centers OrganizaAons other than Facebook and Google have been collecang and storing informaaon for a long Ame... 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 Query Computer Aided Dispatch Law Enforcement Records 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 CUSTOMERS 25,493 Terminals 600+ Agencies 123 Regional Systems 11,018 MDT Devices 1,686 Wireless Devices Phone Email Business applicanons Vendor Applica(on Support WSP 24 X 7 Help Desk WSP Infrastructure Support Servers Storage (MicrosoR) Work Orders 3 WSP ACCESS Systems Administrators 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... Applica(on Management Customer Management Changing configura(on Regional Message compliance Mission Cri(cal 24 x 7 Opera(ons Technology Changes Communica(ons Customers Vendors Technical workers Configura(on Management Change management One change affects mul(ple systems Journal Searches & Public Disclosure Requests
EssenNal Support Skills Bob s workers need: Database, including SQLs RouNng The ability to understand how different systems work together Server and storage Records analysis Packet captures (Wireshark) TCP handshake Protocol analysis Networking, including protocol analysis and rounng
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 99.999% five nines 5.26 minutes 25.9 seconds 6.05 seconds The more 9s involved, the more the cost! Equipment Support individuals Services (e.g., bandwidth, telcos)
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
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?
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?
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?
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 Determining cost/roi of mobile solu(ons Op(mizing business applica(ons Users not familiar with company policy 40% 39% 35% 35% 35% Current skills PC Desk phone New skills Smartphone Tablet Mul(plaworm Mobility skill level of IT staff 34%
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
Network administranon Ability to place comms and data on IP network 25% 32% High comms priority Advanced tech usage Current skills QoS VLAN 10% 10% New skills WiFi SDN IT Firms Telecom Firms
Security Effect of security skills gaps Unaware of exposure Unaware of new security trends Maintaining compliance Costs of training 36% 38% 41% 41% Current skills Firewall VPN Encryp(on Newer skills Data Loss Preven(on Iden(ty Access Management Risk Management
Database knowledge Degree of data skills gaps Significant/ Don t know Moderate 50% 9% 41% Appropriate Level of skill Current skills Extract, Transform Load (ETL) SQL New skills NoSQL Distributed Storage
What about Web development? Mobile App Developer Job Trends Current skills HTML/CSS/Java Desktop browser design New skills ios/android HTML5 App Design
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
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.)
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 36
QUESTIONS? James Stanger jstanger@comp(a.org Skype: stangernet Bob Marla) To learn more about our next Webinars, please go to the following URL: www.comptia.org/events/webinars Thank you! 37