AI/Machine Learning Innovation of the Year
ParkView™ is a remote service that proactively detects equipment hardware faults 24/7 across storage, server, and networking products maintained by Park Place Technologies. The related alerts are then securely transmitted to Park Place Technologies’ technical operations, enabling more timely and accurate failure diagnosis, part identification, and necessary repair actions.
The process impact is primarily on managing availability of IT / data center hardware assets. The ParkView initiative set out to dramatically improve the detection, tracking, triage, and repair cycle for all data center asset hardware failures, regardless of the asset class, OEM, model type, and configuration.
The legacy or current methods used to manage data center hardware asset availability are inefficient, requiring manual, non-value-added work and multiple technologies to provide a comprehensive solution. Examining each step of the current process will further explain:
Detection: relies on visual inspection of hardware which in many IT environs is not feasible due to cost and proximity of resources. In some environments, as many as 15-20 discrete monitoring tools are implemented based on the diversity of the asset base, since each OEM provides tools for their respective product platforms. In this case the monitoring becomes more efficient at the asset level; although complexity is increased at the operational level.
Tracking: required to ensure that there is a record of the failure, serves as validation that the issue has been remediated, and is core element of availability reporting. Currently, tracking systems require manual entry and updates.
Triage: this process involves troubleshooting the root cause of the failure and in many cases requires multiple communications between end user and service provider to exchange information and log files to support root cause determination.
Repair: Implementing a sustainable repair is critical to minimizing cost and maximizing uptime and availability of the asset. Sustainable repairs require that the right onsite technical skill is complemented with the correct replacement component. The current process is many times deficient in asset-generated data as well as the specific configuration of the asset, which can result in repeat calls.
The ParkView initiative represents a single, software-based solution that communicates with all assets in the data center through a secure, IP connection. The communications are primarily outbound – from data center to service provider (PPT), and serve to remotely notify Park Place when a failure has occurred. ParkView supports all data center hardware, regardless of OEM and model type, including enterprise-class servers, storage, and networking assets.
ParkView connectivity enables automated capture and intelligent processing of failure data in order to efficiently detect, record, triage, and sustainably repair hardware assets.
Let’s examine how ParkView has driven innovation throughout the availability management process:
Detection: ParkView is “listening” in real-time to all connected assets and therefore is able to detect and act upon hardware failures in real-time.
Tracking: ParkView is integrated with IT service management systems such that a detected hardware failure automatically records and opens a “ticket” within the service provider and end-users’ system of record.
Triage: In addition to receiving the hardware failure alert message, ParkView captures information that is key to troubleshooting the failure root cause, including OEM, machine type and model, serial number, configuration data, the part number of the failed component, and log data that is captured by most IT assets when a failure occurs. ParkView then processes this data and provides the service provider with most likely root cause and recommended corrective action.
Repair: Given the triage process described above, ParkView is able to provide the Field Engineer with the correct part number of the failed component as well as the recommended corrective action, dramatically reducing the need for a repeat visit.
As the ParkView supported base of assets continues to grow, and as the scope of ParkView expands beyond hardware to operating systems, applications, databases, network performance, and cloud, the artificial intelligence capabilities within ParkView will enable a more predictive model, which will result in prevention of downtime during peak or critical business hours.