Activities

Tasks

Develop and maintain policy and procedures supporting excellent storage practices.

Search for industry best practice and apply as suitable for Monash.

Meet with Data Storage Mgt Team build policy and procedures.

Have policy approved by appropriate body.

Maintain and publish policy and procedures.

Develop and maintain change management procedures supporting excellent storage practices.

Define change management practices for data storage environment, including:

Management of the Data Storage Team

Provide direction and leadership to DST.

Identify training and conferences for DST to keep skills up to date.

Convene meetings to discuss;

Provide Data Storage KPIs for input into staffs position descriptions.

Resource allocation for projects

Review projects and assign staff to address storage requirements.

Disaster recovery planning for storage infrastructure

Oversee the disaster recovery plans for each level of storage architecture.

Define recovery criteria for each level of storage.

If possible, coordinate annual DR testing for equipment.

Based on recovery criteria, design acceptable disaster recovery plans.

Document recovery plans in ITS disaster recovery templates.

Define cost recovery requirements for storage at all levels.

In collaboration with Administration Services, define cost recovery models for data storage.

Publish costs for data storage.

Develop and implement cost recovery procedures for ongoing recovery.

Define, agree and document standards for physical security of storage.

Document the physical security standards for the different storage mediums.

Define, agree and document security standards for computer based access to storage. 

In collaboration with IT Security Team, document the security standards for each level of storage

Vendor contact

Negotiate vendor coverage and contracts for San Infrastructure.

Create a questionnaire to establish initial the data storage requirements for clients.

Discuss storage requirements with customers explaining the possible scenarios.

Discuss client storage requirements with technical staff to design an appropriate solution or solutions.

Meet with clients to agree and signoff the storage solution.

Act as a point of contact for clients during the implementation of solutions.

Provide consulting services to clients regarding storage.

Provide advice and guidance to clients regarding storage technologies and solutions.

Communication point for clients during problem management or at other times.

Act as a point of contact for clients during problem management.

Implement Service Agreements.

In collaboration with Administration Services, implement service agreements for data storage.

Provide quotation to clients for the provision of storage, including implementation and ongoing costs.

Provide a documented storage solution to the customer including all associated costs.

Provide quotation to clients for the provision of storage, including implementation and ongoing costs.

Provide a documented storage solution to the customer including all associated costs.

Interacting with IT Security Team to build IT security into the storage design.

Define and document IT security guidelines for data storage.

Ensure data storage solutions presented to clients comply with these guidelines

Receiving and management of storage requests.

Design and document a process for receiving and managing storage requests through to completion.

Procurement of infrastructure to meet the business storage needs

Submit budget request based on capacity plans to procure infrastructure to expand the Data Storage facility.

Highlight future capacity break points to the Director of Infrastructure Services.

Implementing disaster recovery plans for storage

Implement hardware and software to enable compliance with disaster recovery plans.

Manage the cost recovery process.

Process the cost recovery charges and publish the charge reports for customers.

Pass recovery costs to Administration Services for processing.

Monitor capacity utilization

Ensure capacity planning reporting is collecting and reporting correctly on a regular basis.

Schedule regular reviews of capacity planning reports.

Apply and monitor physical security of storage as defined.

Regularly audit the physical security of storage including the physical access and access to media not located in tape libraries.

Testing of disaster recovery plans for the storage environment

Annually review and test the disaster recovery plans for the data storage environment.

Activities

Tasks

Designing disaster recovery planning for storage infrastructure.

Based on recovery criteria, design acceptable disaster recovery plans.

Document recovery plans in ITS disaster recovery templates.

Analyse storage requests and design appropriate solutions to meet client needs. This encompasses from disk storage to backup / recovery and reporting.

Analyse storage requests and design appropriate solutions to meet client needs.

Design a standard template for documenting designs to encompass the complete storage solution in customer response.

Document storage solution.

Interaction with customer to define requirements.

Designing storage networks to optimize performance and bandwidth utilization.

Designing storage network fabric to optimize performance and bandwidth utilization.

Design storage network components to optimize performance and bandwidth utilization

Design storage networks to provide appropriate resilience for the Service.

Design storage network fabric to provide appropriate resilience for the service.

Design storage network components to provide appropriate resilience for the Service.

Procurement of San network fabric infrastructure to meet the business storage needs

Provide input to budget process based on capacity plans to procure infrastructure to expand the Data Storage facility.

Highlight future capacity break points to the DST Management.

 Raise orders and accept delivery of SAN infrastructure components.

Retirement of storage infrastructure passed end of life.

-             SAN Fabric

Plan the life cycle of each storage component and annually review these plans. Based on these plans, develop retirement strategies for components classified as nearing end of life.

Create capacity reporting for trending purposes at various levels varying from complete infrastructure to individual customers.

-             SAN Fabric

Implement the capacity planning reporting and publish these reports.

Implementing disaster recovery plans for storage

Implement hardware and software to enable compliance with disaster recovery plans.

Infrastructure upgrades

-             SAN Fabric

Monitoring and apply software patches to ensure revisions are kept up to date.

Test software upgrade before implementing them into production.

Schedule and manage software upgrade.

Test and install hardware upgrades to increase capacity to meet client demands.

3^rd  level fault capture and tracking

-             SAN Fabric

Accept problems logged, investigate possible causes and if possible resolve.

 If after exhausting attempts the fault is not resolved, record all actions taken in the problem log and log a call with the respective vendor.

Investigate possible “work arounds” as contingency for long running problems.

Testing of disaster recovery plans for the storage environment

Annually review and test the disaster recovery plans for the data storage environment.

Activities

Tasks

Provide consulting services to clients regarding storage.

Provide advice and guidance to clients regarding storage technologies and solutions.

Designing disaster recovery planning for storage infrastructure.

Based on recovery criteria, design acceptable disaster recovery plans.

Document recovery plans in ITS disaster recovery templates.

Analyse storage requests and design appropriate solutions to meet client needs. This encompasses from disk storage to backup / recovery and reporting.

Analyse storage requests and design appropriate solutions to meet client needs.

Design a standard template for documenting designs to encompass the complete storage solution in customer response.

Document storage solution.

Interaction with customer to define requirements.

Design storage networks to provide appropriate resilience for the Service.

Design storage  components to provide appropriate resilience for the Service.

Provide appropriate redundancy in components to enable backup recovery to proceed without impacting protection.

Analyze new storage technologies and make recommendations for possible adoption where suitable.

Analyze new storage technologies and make recommendations for possible adoption where suitable.

-             SAN Fabric
-             Disk storage
-             Tape library
-             Backup disk staging pool
-             Storage software

Testing of storage platform performance

Testing of storage platform performance

Development of capacity plans for storage.

Development of capacity plans for storage

Establish how these plans will be reported and employed.

Procurement of infrastructure to meet the business storage needs

-             Disk storage
-             Tape library
-             Backup disk staging pool

Provide input to budget process based on capacity plans to procure infrastructure to expand the Data Storage facility.

Highlight future capacity break points to the DST Management.

Raise orders and accept delivery of SAN infrastructure components.

Retirement of storage infrastructure passed end of life.

-             Disk storage
-             Tape library

Plan the life cycle of each storage component and annually review these plans. Based on these plans, develop retirement strategies for components classified as nearing end of life.

Provisioning of storage

-             Receiving
-             Scheduling
-             Change management

Storage Device & SAN Management

-             Create the RAID
-             Create the volumes from RAID
-             Assignment of LUNs to the volumes
-             Setup controllers
-              Setup of Storage array ports
-             Setup the SAN fabric port zone
-             Setup data zoning
-             Setup of HBAs
-             Map volumes to the HBAs
-             Map the HBA luns to the OS  

Data Management

-             Setup of multiple paths  as required
-             Setup of replication
-             Setup and adjust backups

Schedule changes to the SAN environment and raise Change Management to comply with ITS Change Management policy

Implement client storage solutions to match the agreed design solution.

Implementing disaster recovery plans for storage

Implement hardware and software to enable compliance with disaster recovery plans.

Infrastructure upgrades

-             Disk storage
-             Tape library
-             Storage software

Monitoring and apply software patches to ensure revisions are kept up to date.

Test software upgrade before implementing them into production.

Schedule and manage software upgrade.

Test and install hardware upgrades to increase capacity to meet client demands.

3^rd  level fault capture and tracking

-             Disk storage
-             Tape library

Accept problems logged, investigate possible causes and if possible resolve.

 If after exhausting attempts the fault is not resolved, record all actions taken in the problem log and log a call with the respective vendor.

Investigate possible “work arounds” as contingency for long running problems.

Testing of disaster recovery plans for the storage environment

Annually review and test the disaster recovery plans for the data storage environment.

Planning strategies for data access by and data sharing among heterogeneous platforms.

Planning strategies for data access by and data sharing among heterogeneous platforms.

Activities

Tasks

Provide consulting services to clients regarding storage.

Provide advice and guidance to clients regarding storage technologies and solutions.

Designing disaster recovery planning for storage infrastructure.

Based on recovery criteria, design acceptable disaster recovery plans.

Document recovery plans in ITS disaster recovery templates.

Storage Reporting.

Meet with staff to discuss reporting capabilities and document what reports may assist in performing their duties.

Investigate and design reporting which is deemed to be useful to the University.

Designing techniques for data storage and replication across multiple storage devices to enhance accessibility, availability and performance.

Designing techniques for data storage and replication across multiple storage devices to enhance accessibility, availability and performance.

Development of capacity plans for storage.

Development of capacity plans for storage

Establish how these plans will be reported and employed.

Procurement of storage software licenses to meet the business storage needs.

Provide input to budget process based on capacity plans to procure infrastructure to expand the Data Storage facility.

Highlight future capacity break points to the DST Management.

Raise orders and accept delivery of SAN infrastructure components.

Create capacity reporting for trending purposes at various levels varying from complete infrastructure to individual customers.

-             Disk storage

Implement the capacity planning reporting and publish these reports.

Implementing disaster recovery plans for storage

Implement hardware and software to enable compliance with disaster recovery plans.

Administration of the Storage Array;

Monitoring daily event reports to identify both positive and negative trends.

Monitor capacity reports to identify areas for utilization improvements and future break points.

Administration of Storage Resource Management software across designated storage.

-             Creation of storage reporting
-             Publish reports to appropriate audience

Implement storage reporting based on client requirements.

Raise awareness of the reports for appropriate audience.

3^rd  level fault capture and tracking

-             Storage software (IPstor & TSRM)

Accept problems logged, investigate possible causes and if possible resolve.

 If after exhausting attempts the fault is not resolved, record all actions taken in the problem log and log a call with the respective vendor.

Investigate possible “work arounds” as contingency for long running problems.

Activities

Tasks

Provide consulting services to clients regarding storage.

Provide advice and guidance to clients regarding storage technologies and solutions.

Storage Reporting.

Meet with staff to discuss reporting capabilities and document what reports may assist in performing their duties.

Investigate and design reporting which is deemed to be useful to the University.

Development of capacity plans for storage.

Development of capacity plans for storage

Establish how these plans will be reported and employed.

Create capacity reporting for trending purposes at various levels varying from complete infrastructure to individual customers.

-             TSM reporting
-             TSRM reporting
-             other reporting tools as required

Implement the capacity planning reporting and publish these reports.

Administration of Storage Resource Management software across designated storage.

-              Creation of storage reporting
-             Publish reports to appropriate audience

Implement storage reporting based on client requirements.

Raise awareness of the reports for appropriate audience.

Activities

Tasks

Provide consulting services to clients regarding storage.

Provide advice and guidance to clients regarding storage technologies and solutions.

Designing disaster recovery planning for storage infrastructure.

Based on recovery criteria, design acceptable disaster recovery plans.

Document recovery plans in ITS disaster recovery templates.

Analyse storage requests and design appropriate solutions to meet client needs. This encompasses from disk storage to backup / recovery and reporting.

Analyse storage requests and design appropriate solutions to meet client needs.

Design a standard template for documenting designs to encompass the complete storage solution in customer response.

Document storage solution.

Interaction with customer to define requirements.

Designing backup schedules to optimize performance and bandwidth utilization.

Design backup regimes to best utilize San infrastructure, while meeting client needs. 

Development and testing of storage archive, backup and recovery plans.

Development and testing of storage archive, backup and recovery plans.

Storage Reporting.

Meet with staff to discuss reporting capabilities and document what reports may assist in performing their duties.

Investigate and design reporting which is deemed to be useful to the University.

Development of capacity plans for storage.

Development of capacity plans for storage

Establish how these plans will be reported and employed.

Procurement of infrastructure to meet the business storage needs

-             Tape library
-             Backup disk staging pool
-             Storage software

Provide input to budget process based on capacity plans to procure infrastructure to expand the Data Storage facility.

Highlight future capacity break points to the DST Management.

Raise orders and accept delivery of SAN infrastructure components.

Administration of Backup Environment

Based on the client requirements, set up backup pools.

Create media management practices for tracking media when removed for archive or offsite storage purposed.

Create and publish media management reporting

Allocate tapes to backup pools as required.

Apply physical security of storage as defined.

Apply physical security of storage as defined. This includes the physical access to the equipment and any equipment transported offsite (media).

Build client and support staff reporting.

Based on the client reporting designs, build and publish the required reports.

Create capacity reporting for trending purposes at various levels varying from complete infrastructure to individual customers.

-             Tape library
-             Backup disk staging pool

Implement the capacity planning reporting and publish these reports.

Implementation and testing of storage archive, backup and recovery plans.

Document storage archive, backup and recovery plans.

Schedule testing of storage archive, backup and recovery plans.

Document the outcomes of storage archive, backup and recovery testing.

Implementing disaster recovery plans for storage

Implement hardware and software to enable compliance with disaster recovery plans.

Administration of Storage Resource Management software across designated storage.

-             Creation of storage reporting
-             Publish reports to appropriate audience

Implement storage reporting based on client requirements.

Raise awareness of the reports for appropriate audience.

3^rd  level fault capture and tracking

-             TSM software

Accept problems logged, investigate possible causes and if possible resolve.

 If after exhausting attempts the fault is not resolved, record all actions taken in the problem log and log a call with the respective vendor.

Investigate possible “work arounds” as contingency for long running problems.

Testing of disaster recovery plans for the storage environment

Annually review and test the disaster recovery plans for the data storage environment.

Activities

Tasks

Provide consulting services to clients regarding storage.

Provide advice and guidance to clients regarding storage technologies and solutions.

Apply physical security of storage as defined.

Apply physical security of storage as defined. This includes the physical access to the equipment and any equipment transported offsite (media).

Implementing disaster recovery plans for storage

Implement hardware and software to enable compliance with disaster recovery plans.

Logging and managing calls with both internal and external support.

Log, track, escalate and maintain ownership of problems impacting the storage management facility. 

Administration of the Storage Array;

Monitoring daily event reports to identify both positive and negative trends.

Monitor capacity reports to identify areas for utilization improvements and future break points.

Daily monitoring of the scheduled backup to ensure successful completion or take remedial action for failures.

As defined, monitor the daily backups to ensure success.

Record and track failure causes.

Report the top 5 causes of failure for future action.

Monitoring the storage environment for proper device and network operation and establish capabilities to respond, proactively if possible, to error conditions.

Monitor and respond to events generated by the data storage infrastructure.

Restarting and rescheduling of failed backups.

Any full or image backups failures must be rescheduled and tracked until successful

2^nd  level fault resolution and tracking

-             SAN Fabric
-             Disk storage
-             Tape library
-             Backup disk staging pool
-             Storage software

Detect faults or potential faults with data storage infrastructure. Investigate cause and resolve if possible. If not possible, record details and log a call with respective support area. 

Monitor reporting requirements are being delivered.

Reports that are automatically generated need to be monitored to ensure they are up to date.