Empowering Your Tableau Users With Makeovers & Proactive Support

Hi all,

More on building that dream Tableau Centre of Excellence function. I’ve previously posted about how to structure your support team and ways to build user engagement with “Tableau Champions”, this post focuses on how you can use Tableau’s introspection capabilities to deliver a more proactive support function.

What is proactivity?

The traditional definition of proactive is as follows.  To me it means means seeing into the future and Screen Shot 2016-08-07 at 21.21.00getting to an issue before it even happens. In the world of IT Support, proactivity really is the Holy Grail, meaning the difference between a good support function and an amazing one. But it’s super-hard to achieve, especially in the complex enterprise level setups that have multiple break points. You can almost never prevent something from breaking, no matter how good your monitoring is.

What you can do is add some proactivity into the way your team operates by identifying when your users are not getting the best from your service. In Tableau Server world we have the ability to spot the following and much more.

  • Slow Tableau visualisations
  • Consistently failing extracts
  • Stale content

I won’t go into how to achieve this, it’s the subject of a future post. But I’ll point you in the direction of these 2 posts that should get you on the way. Go check out Custom Admin Views by Mark Jackson and Why are my Extracts Failing – by Matt Francis.

I get my team to scan our admin views, to identify those users that in our opinion are not getting the best experience they can from Tableau. If we see someone who might be experiencing consistently slow visualisations, or have regularly failing extracts then we give them a call. Often the users won’t even have a complaint. But our message is “We think you’re not getting the best experience possible, and we want to make that happen”.

screen-shot-2016-11-17-at-21-17-13The initial reaction is often surprise. “I’m ok, I didn’t raise an issue” will be a common response. But then once we’ve worked with the user, and improved their experience, you’ll find they are blown away. You may even get a call from their management!

You’ll find this kind of service is very rare in most organisations so if you can deliver it, even sporadically, then you’ll be regarded very highly.

Makeovers

This is pretty simple, if a little time-consuming. Browse the Tableau content on your server. Spot something that doesn’t look great – it might be slow, not compliant with your best practices, or just fugly. Download that content, and give it a makeover. Make it look great, maybe add some improved functionality, make it nail best practices.

This is one of my team’s favourite activities due to the reaction of the user / client. They LOVE it. It really creates a sense of engagement, the user feels that your team actually really cares about them. We’ve also had our Tableau Champions participate in Makeovers which is even better as it saves my team some cycles.

Be careful though, some user content might be confidential and the user may not appreciate an admin poking around in their data. Also, remember that by doing this you are implying a criticism of their work, so handle the communication with care and sensitivity.

Also ensure that you don’t just change stuff and then drop it back on their laps. In a self-serve model like mine users develop and support their own content so it is crucial the user knows what you’ve changed, how you’ve changed it and what benefits you feel the modification brings. Pull them and their manager into a call, run through what you’ve done and then hand it back over to them to run with it.

These have been very successful in my organisation. Users truly appreciate the help and my team has fun doing it.

So there you are, a couple of tips for adding that gloss to your Tableau support service.

Cheers, Paul

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Building user engagement with Tableau Champions

Hi all,

More on building an enterprise Tableau Centre of Excellence. That’s pretty much all I know about hence why I seem to be writing about it a lot…

This is a short post about an initiative that is proving to be pretty successful at my organisation, we call it Tableau Champions.

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We are the Champions!

We’ve based this loosely on Tableau’s own Zen Master initiative. For those that don’t know, Zen Master is effectively a title awarded to members of the community on a yearly basis. For more information see here – http://www.tableau.com/ZenMasters

 

What makes a Tableau Champion?

We award the Champions badge to users that demonstrate

  • Passion & enthusiasm for Tableau & data visualisation
  • Support of the Agile BI service at my organisation
  • Skils in Tableau & visual analytics
  • Willingness to share & assist other Tableau users
  • Involvement in the Agile BI community

Even amongst a huge user base like I have, it is easy to spot users that demonstrate these characteristics. They will become your trusted advisors, providing great feedback and helping you iron out the bumps in your service.

 

What’s in it for a Champion?

Here’s what my team does to help Champions

  • Build Tableau skills & contacts
  • Increase internal profile across the org & gain stature as a Tableau SME
  • Increase external profile
  • Exposure to extra product information & roadmaps
  • Contribution to the development of the Agile BI service
  • Great collaboration opportunities across the firm

 

 What’s in it for my service?

And in return Champions help us by

  • Makeovers & dissemination of Best Practices
  • Publicising events & webinars
  • Blogging on Agile BI community site
  • Host local user groups
  • Champions help local users evolve Tableau skills
  • Driving better understanding of visual analytics & Tableau

 

So it’s a mutually beneficial scheme, with Champions effectively acting as an extension on my own team. Win and indeed – win.

One thing I noticed was the way the Champions initiative immediately started to raise the bar in terms of user interaction with Tableau at my org. No sooner had I posted the first blog announcing our initial Champions, then I had multiple emails from other users saying “I want to be a Champion”, “What do I need to do to get this recognition?”. I could even tell that some users were a little miffed not to have been selected. I then saw these users upping their game, posting more, interacting more, trying to be noticed. We’ve seen this with the Zen Master scheme eliciting exactly this kind of response from the external community.

So there you have it. We love to empower our users. And we love to reward those users that have become hooked on Tableau like we have.

Cheers, Paul

How to Build a Tableau Support Team

Hi

So you want more about how to build that awesome enterprise Tableau service? No? Oh. Well tough – I’m gonna crack some more knowledge eggs on yo ass. That’s what the kids say these days isn’t it?

This time, it’s a big one. How to build a team to support that Tableau environment. As with most of my posts there are many ways it can be done but I’m going to describe what I’ve got in place. And it’s working pretty well even if I say so myself. Ner ner…

This post is going to concentrate on people-related aspects of your support team, rather than technologies. There may be another post on the way about that depending on whether anyone bothers to read this one other than Mrs Ninja.

Before I kick off, I am aware that most of these IT service posts don’t have the sexy factor of all those other cool blogs about Level of Detail (LOD) calcs, viz design or those games that people keep creating in Tableau. BUT – if you want to get Tableau to take off in a massive Enterprise then these are the things you’ll need to consider. Get one of them badly wrong and your dream could become a nightmare. So I don’t care if you don’t think it’s glamorous.

 

Some assumptions

I’m gonna assume that you’ve already been through the aggro of fighting for precious headcount and that you have what you have. Hopefully that will be a good few people, more likely it will be n – 1 where n = the bare minimum needed… You’re just gonna have to accept that – you’ll never get enough bodies. If you work somewhere that gives you tons of people – give me a call…. (just kidding boss).

 

Where you gonna put them?

A few options here. We’ve located the whole Level 3 (see later for L1 / L2 / L3 roles) team in London. The main reason for that is that I’m here, so is my manager and the infrastructure is also in London. That gives us better oversight as we get this thing off the ground.

You may wish to consider splitting your team across regions if that is the company strategy. This can give advantages that you have close to 24 hour L3 coverage. It’s great if you get an towards the end of UK time, and are able to then hand off to your USA team, who then run with it and resolve while you’re enjoying forty winks.

In the future the demands of your service may determine where you locate additional people. Much of this may be down to your company strategy, where there may be a preference for lower-cost locations as opposed to paying the big bucks to people to come to London or New York etc.

But you should also be mindful of where your service usage is growing. Using our Custom Admin Views (post on it’s way about them) we can see exactly what regions our Server is being hit from and where our Desktop users are located. If you see adoption in a particular region going through the roof then maybe you should consider recruiting in that locale? We got a tremendous response from our Singapore user base  when we went live. They LOVE a bit of Tableau. But when they are online, we are asleep so they get delayed response to queries. I should probably put someone out there to give them better service.

It’s not all gravy though. Managing remote teams is difficult and takes a lot of organisation.

I’m sure you get the drift. You may not have much choice in location, but then again you might…

 

Support Levels

Typically large organisations will have a standard Information Technology Infrastructure Library (ITIL) model of support roles and responsibilities. To summarise.

  • Level 1 Support – Detects and registers incidents. Can apply basic remediation but more likely to escalate to Level 2. Level 1 also performs incident triage and communication to affected user base.
  • Level 2 Support – More skilled technicians with access to your production environment. Can often solve incidents and manage appropriate user communication. L2 also assist us with Tableau Server upgrades and failover tests etc.
  • Level 3 Support – That’s my immediate team. We have break-glass (non-standing) production access to assist if L2 can’t solve the problem.

More info on these roles and responsibilities here.

It’s really important to get this working well. An efficiently functioning L2 will come to be your team’s wingman, taking the pressure off your engineers. We’re lucky to have a good L1 & L2 setup, so only approx 10-20% of incidents ever filter all the way down to my L3 team to fix. L2 can usually deal with most.

Your L1 & L2 teams will tend to operate exactly by the book, so make sure they have appropriate process and documentation to allow them to succeed. They’ll also probably be supporting more applications than your precious Tableau Server so bear that in mind. Yes some people actually work on other applications not just Tableau – the fools.

 

What’s Your Service Model?

This is a topic that can make or break your service. As far as I’m concerned the only option for a big organisation, where you’ll never have enough people is to go Self-Service.

That means – my team doesn’t create visualisations for anyone. Users don’t submit tickets to us for us to create their vizzes. Why?

  • Context – Users know their data best. They know how it hangs together.
  • Volume – My team wouldn’t be able to handle the sheer volume of requests coming in and that would lead to a slow service.
  • Agility – So many tools at big organisations are mired in red tape, delays and bureaucracy. Not my Tableau service. We’ve cut through all of that crap to give users a tool that they can use as they wish, get results and get into production fast. What’s the point of giving someone an agile tool and then making life hard for them to get results?
  • UX –  I love it when a user thinks they are not technical enough to use Tableau. I tell them to go and try it and come back in a day if they are still stuck. I find they come back in a couple of weeks instead, having had a blast. If we just did the work for them, then they wouldn’t get that magical UX that we all love, and they’d think Tableau was just another tool. So I want them to do it themselves, and get that brilliant realisation that they’re using a fantastic application.

So we make sure users know this is a self-service model, and a true Data Visualisation Centre of Excellence. Check this post for how I constructed our CoE. I’ll be doing another post later on how this service model hangs together.

In summary, because we don’t create vizzes or datasources for users, we have time to concentrate on the extra value items that differentiate us from other IT services.

 

Your Team’s Roles

So what type of Tableau work will your team need to cover? We kinda bucket our tasks into the following groups

  • Engineering – Building, customising and integrating our beautiful Tableau Server with other systems. Upgrades, tuning & generally being nice to it.
  • Training – Delivering our World Famous training syllabus, Dr Sessions and all the other goodies detailed in this post.
  • Consultancy – Helping users with visual analytics, issues, performance, or anything else they want.

So you’ll have to decide if you want each person in your team to be able to cover the whole spectrum of tasks, or do you want to have specialists? I’m lucky enough to have a cracking team, where my girls and guys can swap between any of these buckets with relative ease. It’s still cool to dedicate one person to user work and the other to engineering for a time though, but be aware there may be an impact when one is on holiday.

We have chosen to keep the training programme operated by one person though, as this has allowed us to build up a more consistent programme that can be tweaked and refined.

So because we empower users to create their own content, we can dive head first into all this juicy work. It’s interesting for us, and users love it.

 

Adding The Gloss

Some other activities my team perform as part of our service. I class these as the glossy items as I don’t see any other IT services doing them. And the reaction we get from our users is phenomenal.

  • Makeovers – We pick a viz, download it, make it loads better, send it back to the user with some notes on what we did and what they can do to better understand why we did it. Always a winner. Who doesn’t like their work being made better for free? Needs sensitive communication though as we don’t want these to be seen as a criticism of someone’s work.
  • Competitions – We’ve got a weekly challenge competition going on and we periodically do other larger viz-offs. We get Tableau involved in the firmwide Hackathon events and offer swag or dedicated time from the team as prizes. We also encourage users to get involved with things like IronViz.
  • Interviews – Our series “Agile BI talks to…” is proving popular. Basically an internal version of the “2 minutes with…” interviews that we do on this blog. Users love a chance to sell themselves so we have a queue of people wanting to take part.
  • Champions – This is an internal version of the Tableau Zen Master programme. It is great for building engagement, encouraging competition and driving up standards across your user base. We currently have 2 Champions but I know there are several users who are desperate to be recognised as a Champion. This is a 2-way initiative, Champions sell and evangelise our service and in return we give them extra insight into the product, vendor etc.
  • Proactivity – Using our Custom Admin Views (wait for post on those please) – we can tell when users are having a bad experience with Tableau – usually down to slow performing visualisations. So rather than have them complain, or suffer in silence, we can reach out and say “We think you might have a problem, let’s fix it”. This usually blows them away. I’ve had comments back like “This is the first time I’ve EVER had an IT team come to me and tell me I may not be getting the most out of their tool – I usually have to complain first – it’s incredible!”.
  • Tableau Touchpoints – Again, using our Custom Admin Views – we can tell who is engaged with our service. And we can tell what rank they are, and where they work. So I spend a lot of time reaching out to these people (the more senior the better), and making sure they are fully aware of the services we offer. I’ve packaged it into a standard experience called Tableau Touchpoints. Told you I was into branding…
  • Polls – Simple. Think of a question, put it to a fun vote. We have one on the run at the moment called “What is your favourite chart type?”. Gets people talking and interacting. Sometimes it gets heated. But it always gets people clicking on your community page.

 

You’re Certifiable Quint!

quint

Quint was certifiable, just not in Tableau

Try and get your team certified. You want to be seen as the experts then you need to wear the badge. While certification certainly isn’t a substitute for on-the-job experience, it does give that air of confidence to your users. It’s also fun to do.

Senior management will also like to demonstrate to the business that your Tableau service is manned by highly skilled, vendor certified technicians. So more of a branding exercise but still very much worth doing…

For more info on Tableau Certification check this out.

 

Monitor Your User Base

One of the things that tends to happen with Tableau is that *some* of your users will totally fall for the tool. Just like I did and many of you out there. These are people you should be aware of as they are heading down that path to wanting to make Tableau their whole career.

Keep an eye on users that are spending lots of time with the tool, have seriously engaged with your mission or that have been demonstrating great expertise. They could be potentially interested in moving to work for your team. I get asked regularly by my user base if there are any jobs going in my team. That’s obviously cos I’m an amazing boss and we have it totally going on – who can blame them. It’s got nothing to do with Tableau…

But seriously, rather than going out to market and risking getting the wrong person in, the answer to your resource issues could be right under your nose.

 

Freedom of Expression

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Let your team express themselves (with data, not paint)

I think it’s really important to allow your staff to express themselves. Data visualisation is a creative art, and allowing your team a free mind is critical to their creativity, enjoyment and success.

I make sure my team know that I’m all for them blogging internally & externally, interacting on social media, building contacts and going out to our user base proactively to help. If they see a viz on our server that they think they can improve then they just go for it. If they want to dive more into a particular user’s requirements then just do it. Wanna write a blog – do it already!

This applies to contractors & consultant staff also. I want consultants to leave having developed into more able technicians from having worked with my service – I don’t regard them as hired gun resources to squeeze work from, they are valued contributors to our mission.  I find that consultancies really appreciate this approach and it has led to us building some great relationships with consultancies and individuals alike.

I’ve heard you even have to give your team days off. They’re called “holidays”. Yeah I know, it’s a legal thing apparently. Won’t catch on.

 

Freshen it Up

I actually operate a model where I swap out consultants every 6-8 months regardless of how well they are doing with us. I do this because it is useful to get a fresh perspective on our environment, with each new person bringing something different to the table. I also do this for the benefit of the consultant themselves. No-one wants to be stuck in a single role for 18 months, so I like consultants that work for me to work hard, learn lots, then take those skills away to their new roles. Again this is really appreciated by the management at consultancies as part of our strategic partnerships.

 

The Human League

human-league

We’re only human…

You know what users hate? They hate it when they have to submit a ticket or email to some faceless system, that gets picked up and processed by someone they’ve never met, in some region thousands of miles away. It feels, well, inhuman.

Not in my team. We’re all about being as human as possible. My team all have their individual profile pages on our community site. They have blogs. They have photos and backstories of their career and interests. They advertise their social media presence. They are contactable and approachable. People know who they are, what they look like and what makes them tick. When you deal with my team you are getting a proper service, from real people that you know care.

We get much better user engagement like this and as a result my team has gotten to know some users really well.

 

Change & Incident Management

Ah everyone’s favourite subject. So Tableau is great right, but it’s still only a piece of software. And as such you’re gonna get issues. So you need to handle them correctly.

Firstly, make sure you’re utilising Level 2 support for your changes and handling your incidents. This will take so much heat off your Level 3 team. L2 should be able to do all of your paperwork, manage the communications to your users, and even perform the majority of standard changes like upgrades and config changes.

We always make sure we over-communicate on changes and incidents. We involve power users and get them really ingrained into what we are doing and why we are doing it. Your power users will love to know why something broke, what Tableau are doing about it and when that fix will be implemented because they want to really understand the application. Often they come up with good suggestions as to what you can do to help prevent a recurrence. So get them involved.

I’m not going to go into too much detail on this, there’s a ton of ITIL related reading you can do. The message is – you can get a lot of positives from handling a negative situation well. Show empathy to your users for the impact they have experienced, show you care, don’t hide anything and be totally transparent.

 

A Big Thank-You!

To give great support you have to have great people. People that are skilled, passionate and dedicated. People that care about the service they provide and your mission. If you don’t have great people then don’t mess about – get someone else. You’ll be the one judged by users and management, so there’s no room for sentiment.

I’m lucky. I’ve had really great people. So a big thanks to Jake, Carl, Andy, Emma, Jonathan & Dave for helping to build and run our service!

OK that’s it for this one. There may well be an update to this post as it’s such a huge subject that I’m sure I’ve missed some things.

Now if you’ll excuse me my team seems to have gone to the pub… Err guys? GUYS???

How To Train Your Tableau Users

Hello there,

More tips coming to help you build that dream Tableau Server setup in your global Enterprise…. This time we focus on training.

Training is a critical subject. It won’t take long before someone asks you about your strategy or what you offer so you’ll need to ensure you have a professional sounding answer. Here’s what I offer my users. Hopefully some of this will be useful.

Screen Shot 2016-01-06 at 16.46.07

Training gets pride of place on our community site

General Considerations

Before I get into the specific offerings there are a few things you need to consider.

 

Branding is Critical!

So before I describe what we offer, you’ll notice that we have snappy names for each of these offerings. It’s not just “Tableau Training”. Much of Tableau’s success is down to stellar marketing and branding – take “Tableau Dr.” for example.

So make sure you think about what you are offering, how it will be perceived and how you can maximise adoption. A memorable and consistent name is key here. Each offering also has a nice-looking one pager in our Sharepoint slide library and an appropriate user-facing page / description on our community site so that we can give people all the info at a moments notice. The more effort you put into branding the better things will be.

You’ll also find that any of these offerings are easily transferable to teams / services that may be related to your area so there are a ton of collaboration opportunities here.

 

Consider the Timezones

If you’re like me then you’ll have users all over the globe. That means timezone aggro. You’ll generally need to double up most of your offerings. We are based in London so we have an early session for Asia/Pacific and an afternoon session for Europe/Africa/USA. Users will really appreciate this extra effort.

 

Don’t Worry About Attendance

It’s important not to get fixated on how many people are attending your sessions. Sometimes we get 3 people, sometimes we get dozens. Don’t worry about it. Training 3 people is better than none. And often the smaller sessions have better engagement.

 

Manage the Schedule, Don’t Let it Manage You!

You’re gonna get a LOT of requests for training. Make sure you control the schedule. Don’t be scared to tell users when the next scheduled session is and that they can join it. Don’t be scheduling things on demand of users or you’ll lose control completely. If training is regular and consistent then users will settle into a pattern and you’ll be able to manage your team’s time much more efficiently.

 

Track your Results

Training gets a lot of focus with senior management. You (or your manager) will get asked plenty about how many people you’re training and from what business area / region they are.

As we are all data people it’s much better to SHOW the execs the data rather than tell them you’re just “doing loads of training”. We have several Tableau vizzes that track the attendance at each of our training offerings. We then blend that with staff / hierarchy data to allow detailed reporting on all of the modules. That makes a much better impression.

For example just checking our viz now I can see that my team has done 545 Tableau Dr. Sessions this year, covering 277 different individuals. That’s almost 550 man hours of training on Dr. Sessions alone. Right there, evidenced and visualised. That makes a much bigger impression with the folks at the top.

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Tracking our training…

Don’t Get Lazy!

All this training can be a real time-burner. I’m sure some of you are thinking why don’t you just record the sessions and chuck the video online. And we get asked that. But never under-estimate the value of Instructor-Led sessions over videos. Our sessions are interactive, dynamic, enjoyable and make the users feel valued. They can be funny, and go in different directions according to the particular vibe in play. So don’t cave in to laziness, make sure the sessions happen and that they have that human touch.

So those are the general things to be aware of. I’ll now describe the specific options we have for training at my organisation.

 

Specific Training Offerings

Tableau Self-Learning Pipeline

I love self learning. Getting stuck into a manual, book or video. Or just firing up Tableau and seeing where it takes me. And you’ll get a lot of users that are the same. It’s always great to allow the self-learners to flourish, and it has the added benefit of not using your team resources.

You’ll get asked these questions hundreds of times, so make sure that you have all the relevant materials easily accessible on your community page.

  • What is Tableau?
  • How do I get Tableau?
  • How much does Tableau cost?
  • How can I get started with Tableau?

Our 101 page is top of the Community site in a super easy-to-find location. We refer our users to

This is generally more than enough for your average self-learner to get stuck into.

 

Create a Training Hierarchy

Users operate at different levels of ability and interest. So it is important that your training caters for that. It also looks great if you can demonstrate an end to end understanding of training. In addition to the self-learning pipeline, we offer the following.

 

Tableau Desktop Training Syllabus

This is my main training programme for Tableau Desktop users. It consists of 7 modules, each conducted once a month, with a session in the morning to hit APAC users and one in the afternoon to cover EMEA/USA users.

  • Module 1 – Introduction to Tableau
  • Module 2 – Data Visualisation
  • Module 3 – Table Calculations
  • Module 4 – Blending & Joining
  • Module 5 – Creating Effective Dashboards
  • Module 6 – Performance & Troubleshooting
  • Module 7 – Using Tableau at THIS ORGANISATION
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Our training syllabus

Content is self-explanatory from the headings, but module 7 may seem odd. This is actually a pretty important consideration in large organisations where no two Tableau deployments will be the same. There will be organisation-specific nuances or considerations in many aspects of using Tableau and our place is no different. Much of this focuses on purchasing / onboarding, getting started, and change / incident management procedures, often a source of confusion for users.

Tableau Dr. Sessions

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The Doc is in!

Ok so you all know these. The famous one-on-one consultancy time that Tableau offer at conferences. That’s all this really is, but we find that our users love the dedicated time to discuss whatever Tableau related topics they want. Many often come back for repeated sessions and some are almost data hypochondriacs!

The Dr. Sessions have been a real success. People at high-pressure organisations like Investment Banks, especially senior folk, really understand and appreciate the importance of that dedicated, individual, focused consultancy time. Time is the most precious commodity in such an organisation and you’ll find that you get some serious kudos for these.

When you’re at conference and see people gagging for Tableau Dr. Sessions, imagine what that would be like at your own organisation. Super-cool aint it?

 

Tableau In Focus

This offering is really cool. These are monthly Webinar sessions, again one for APAC timezone and one for EMEA/USA timezone. They are conducted by experts from Tableau, tailored to UBS requirements.

Subjects have included

  • Five Ways to Improve Dashboard Performance
  • Data Blending & Joining
  • Table Calculations
  • Deep Dive into LOD Expressions
  • Advanced Mapping
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Tableau In Focus

Again, the fact Tableau are prepared to conduct these for us not only gives us valuable extra learning offerings but makes my users feel even more special than I know they are! We get great feedback, with users thrilled that we have such a good relationship with Tableau. That all gives them confidence in our service, and that is critical.

 

Tableau Executive Track

OK so this is an interesting one. We get a lot of senior folk asking for Tableau training. That’s very encouraging, obviously, but your average MD isn’t gonna sit through an hour Webex on LOD calcs.

So – what we do is our “Tableau Executive Track”. That’s a 1hr session, ideally in person with my laptop where we plan to cover the following.

  • Overview of the Tableau Service
  • Introduction to the Tableau Server
  • Showcase of current use across the business
  • Demo of custom admin views & introspection
  • How to build basic views in Desktop

In reality we often don’t get 30 seconds into this agenda before it is taken somewhere else, at the subject’s discretion. That’s cool – it’s what senior folk do and you need to be prepared for it. But it’s also important to come armed with an agenda to show you have a plan. Don’t just rock up and say “whadda you wanna know?” – you’ll get eaten alive.

Screen Shot 2016-01-06 at 16.43.24

Tableau Sr. Management Training

This is a really popular training offering, with many seniors having attended or planning to attend. It shows we are putting a great deal of thought into our training and that we are flexible enough to adapt to the variety of users we have.

 

Content Specific Training

Sometimes we get asked, “I’ve been sent this dashboard but I have no idea how to use it”. Well that’s NOT something we assist with. Our service is totally self-serve and it’s the responsibility of the dashboard author to

  • Ensure they have followed best practice
  • Include clear instructions for dashboard use or a link to a page that has such information
  • Ensure that their audience is briefed and aware of the dashboard usage

This is NOT down to us. We spend a lot of time policing content to make sure that authors are mindful of this as a dashboard that is hard to understand can adversely affect perception of the tool / service as a whole.

 

Wrap Up

So that’s what we offer. Aint it a lot? And boy is it important to the success of your service. Training can make or break a service and between you, me and the whole Internet – a lack of training can be used as an excuse for not engaging, or not performing. It’s rare but it happens.

Training your users should be enjoyable. If you find that it is becoming a pain then take a step back, consult some of your power users and modify your offerings.

In the time I was proof-reading this post the excellent Carl Allchin, who implemented much of our training when on site with us, posted some of his own thoughts on the Information Lab blog. Check them out. Also a big thanks to Andy Pick who has delivered dozens of sessions for our users.

As always I’m happy to jump on a call and discuss any of this. Now if you’ll excuse me I have a training session to deliver…

Cheers, Paul

How to PROPERLY Back Up Your Tableau Server

Hello there,

Whadda ya mean you didn't take a backup?

Whadda ya mean you didn’t take a backup?

Time for another post about Tableau Server and how to get the best out of it in a large-scale, enterprise deployment situation.

Today we are focusing on how to PROPERLY back up your Tableau Server installation.

Like many aspects of enterprise services, this is a simple concept, but one that if you get wrong, can spell disaster. It always amazes me how many people / organisations don’t do this properly or even at all.

You know how annoyed you get when your mum tells you she isn’t backing up all her family photos – well that’s what I get like when I see IT systems neglecting backups.

Note this post refers to a standalone Tableau installation with a manual failover to DR. We don’t yet have a clustered environment. I’ll update the post with considerations when we implement that.

 

What’s a backup?

Seems a simple question, and there are a number of different types of backups that you can take, each useful in different situations. Here’s what I’ve got in place:

 

 

Full System Backup

This is a complete dump of the server filesystems to disk (or tape – there’s still plenty of tape backup infra out there). Most likely it will be one of the big vendor products that look like the mothership from Close Encounters of the Third Kind.

Your full system backup should be set up by your server team when you get your machine. However, the principle of “trust no-one” applies here as always and it’s up to you to check the following:

  • Have the backups been set up at all?
  • Are they backing up all the filesystems? – Many times I’ve seen that only operating system partition backups have been set up, and I’ve had to request the application partitions be included.
  • Have the backups been succeeding? – Get your backup team to send you a report every month of backup completion. They don’t always succeed and you probably won’t be told that there has been a failure.
  • If you need to perform a restore, do you know the process and how long does it take?

If you get the okay on that then you’re good. But only as an insurance policy. Full system backups can take a long time to restore, and may only be weekly so you could end up losing data even if these are in place. It’s up to you to ensure you’re covered rather than rely on other teams doing things correctly.

 

 

Nightly Tableau Backup

There’s no excuse for not having this in place. It’s easy to set up and it is a case of when rather than if it saves your ass.

The tabadmin backup command gets Tableau Server to dump all content & configuration to a single .tsbak file. You don’t have to stop the server to do this and it doesn’t seem to impact performance too much while it is running so this should be the first backup you configure.

A simple script like this will do the job.

@echo OFF
set Binpath="D:\Program Files\Tableau\Tableau Server\9.0\bin"
set Backuppath="D:\Program Files\Tableau\Backups\nightly"
echo %date% %time%: *** Housekeeping started ***

tabadmin backup %Backuppath%\ts_backup_ -d
timeout 5

tabadmin cleanup

move "D:\Program Files\Tableau\Backups\nightly\*" \\\tableau_shr\backups\nightly\
echo %date% %time%: *** Housekeeping completed ***

The tabadmin backup command does the actual work here, dumping everything to a file. Always a good idea to run tabadmin cleanup afterwards to remove logs etc.

We run this script at a quiet time for the server (not that there is one in my global environment). We use the Windows Scheduler on the server but I’d recommend using a decent scheduler like Autosys or whatever your enterprise standard is as WTS is pretty poor.

IMPORTANT: You may have noticed the move command at the end there. That takes our newly created backup file and moves it OFF THE SERVER to a share drive accessible by my backup server. Why? Well what happens if you lose the server and your backup file is on it? You may as well have no backup. So move it somewhere else.

Update – this tip actually saved my ass this week when we lost our entire VM cluster (er.. hardware team – *cough* – what’s going on??) . We were able to failover to the backup server successfully. Going forward we will be soon implementing Tableau’s High Availability capability.

Do make sure you rotate your backup files with a script that deletes the old files or your share drive will fill up. I keep 4 days worth, just in case the current file is somehow corrupted – rare but can happen.

 

 

Weekly Restart

You may know I’m not a fan of running enterprise apps on Windows. I prefer Linux for a number of reasons that I’m not going to go into here. I know many users want Tableau Server on Linux, and the amazing Tamas Foldi has only gone and written it himself – so one day we may see it.

Anyway, with Windows apps I always build in a weekly application restart. In our case every Saturday morning. That involves a server reboot (to clean out any OS related temp stuff), application restart and a tabadmin cleanup. The tabadmin cleanup with the server stopped has the added bonus of clearing out the temp files (doesn’t happen when the server is running). These files can get pretty big so worth clearing out.

 

 

Virtual Machine Snapshots

If you’re running on a VM then you may be able to utilise the VM snapshot facility. Contact your VM admins for details. I’ve not needed to implement this but I know some that do. VM snapshots are super handy.

Do be aware that Tableau don’t seem to support this though..

Screen Shot 2015-11-11 at 19.11.48

 

 

Config File Backup

Sometimes it’s handy to just back up your Tableau Server config. I’ve got a script that grabs all the .yml and template files in my Server directory, zips them up and moves them off the server. Pretty useful to refer back to old config settings if you need to. Make sure you include workgroup.yml.

If you’re being really good then you’ll be checking your config files into a revision control repo like SVN.

 

Site Specific Backups

Tableau Server allows you to backup per site. This doesn’t give me much extra but I know in orgs that have lots of sites, or a site per team / business unit it can be very handy.

One thing that isn’t great about exporting a site is that the site is locked and inaccessible as the export is taking place. See Toby Erkson’s blog for more info on exporting a site.

 

 

Backup File Size & Duration

As your environment grows you’ll need to be mindful of the size of your backup file. Mine is around 16GB and takes well over an hour to write. Takes about 25 mins to restore. You’ll need to understand those numbers as your system matures.

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Backup files can get pretty big

Another variable that can affect backup time is the specification of your primary server. If your primary is low spec then you’re gonna get a longer time to write a backup. I don’t have any stats on that but I know it is true. Contact Jeff Mills of Tableau if you want more info on Weak Primaries & backup times.

 

 

Backup Your Logs

Less important this, but handy to do on a weekly basis is to zip up your logs. We have a much better solution for logfile management using Splunk – you’ll see a blog about that in the future.

 

 

The Most Important Bit – TEST YOUR BACKUPS

OK so you’re backing up like a man / woman possessed? Fine. You’re only as good as your last restore. So TEST your backups periodically. Files get corrupted and you don’t want to be discovering that your only backup is broken when you need it.

OK that’s it. Backups can save your life – don’t ignore them. Paranoia is king in IT!

Cheers, Paul