Spok Holdings, Inc. · NASDAQ:SPOK
Spok — Spok Support Webinar (April 2015)
19 slides from Spok's conference presentation, Apr 8, 2015
Slide 1: Spok Solution Best Practices
SPOK SOLUTION BEST PRACTICES
Slide 2: Presenters: Kathy Veldboom and Mathilde van Wijk
KATHY VELDBOOM Customer Experience Executive – Operations MATHILDE VAN WIJK Senior Director and Acting VP, Technical Support
Slide 3: Agenda
AGENDA • Keep the Spok solution available to end users 100% of the time: – System backups – System redundancy – Business continuity / disaster recovery – Test systems – Systems changes – System maintenance
Slide 4: System Backups
SYSTEM BACKUPS
Slide 5: System Backups: Important Questions
SYSTEM BACKUPS: IMPORTANT QUESTIONS 1 Are your Spok system backups successful? 2 Have you tried to recover from a backup in a test environment? 3 What type of backups are you using (server versus PC)?
Slide 6: System Redundancy
SYSTEM REDUNDANCY
Slide 7: Defining Solution Redundancy
DEFINING SOLUTION REDUNDANCY Solution redundancy encompasses the overall Spok solution and how the solution behaves when any one point experiences a failure. Examples: – Server redundancy – Database redundancy – Application redundancy – Network issues – Web application redundancy – Voice / speech re
Slide 8: System Redundancy: Important Questions
SYSTEM REDUNDANCY: IMPORTANT QUESTIONS • Do you consider your Spok solution as mission-critical? • Is your Spok solution redundant? • When is the last time you tested your redundancy? • Where are your servers located? • How many levels of redundancy does your organization need to feel comfortable? •
Slide 9: Business Continuity / Disaster Recovery
BUSINESS CONTINUITY / DISASTER RECOVERY
Slide 10: Business Continuity / Disaster Recovery: Important Questions
BUSINESS CONTINUITY / DISASTER RECOVERY: IMPORTANT QUESTIONS • What would you do if the entire Spok solution was unusable? – Is that an option for your organization? • If not, what tolerance does your organization have with regard to reduced functionality? • How would your organization communicate w
Slide 11: Business Continuity Lifecycle
BUSINESS CONTINUITY LIFECYCLE Business Impact Analysis Plan Testing & Business Risk Continuous Improvement Continuity Assessment / Gap Analysis Lifecycle Plan Development / Update Communication, training, reporting
Slide 12: Test Systems / System Changes
TEST SYSTEMS / SYSTEM CHANGES
Slide 13: Test Systems / System Changes: Important Questions
TEST SYSTEMS / SYSTEM CHANGES: IMPORTANT QUESTIONS • What can possibly go wrong (risk factors)? • How do you test without impacting your end users? • What is your organization’s tolerance if something goes wrong? – There is not always a back-out plan when implementing changes • How will you communic
Slide 14: Change Management
CHANGE MANAGEMENT • When you are planning changes, it’s vital to inform Spok: – Reduce time in troubleshooting – Help you plan for change • Changes must include: – Risk analysis – Options – Steps for change – Test plan (provided by customer) – Back out plan
Slide 15: Change Control and Management
CHANGE CONTROL AND MANAGEMENT Visibility & Info Back-out Impact Plan Analysis Success Service Test Plan Impact Risk Analysis
Slide 16: Very Important
VERY IMPORTANT When you have a project open in your organization for a change that will impact the Spok solution, you should have an open project with Spok to parallel your organization’s project.
Slide 17: System Maintenance
SYSTEM MAINTENANCE
Slide 18: System Maintenance Reminders
SYSTEM MAINTENANCE REMINDERS • All software solutions require routine maintenance: – Validate system backups • Servers • Operator PCs – Validate test system(s) – Test redundancy – Reboot servers (monthly) and PCs (weekly) – Apply operating system and database patches as recommended by vendors – View
Slide 19: Questions
QUESTIONS Continue the conversation with #SpokWebinar