This presentation was given during the Spring, 2012 Data Center World Conference and Expo. Contents contained are owned by AFCOM and Data Center World and can only be reused with the express permission of ACOM. Questions or for permission contact: jater@afcom.com.

Interested in data center management?

Learn about the data center management sessions offered at the upcoming Fall 2012 Data Center World Conference at:

www.datacenterworld.com.

Protocols and Procedures for Proven Success

Sean Roome, Site Manager, Technisource

Not just tapes anymore Expand their Capabilities

◦Proven Procedures◦Clear Responsibilities

Expand Responsibilities◦Extensive Knowledge Base

Enable 24/7 Shops◦Security Benefits◦Extend the Helpdesks hours

Hands on Learning / Training Go getters move up the chain Promote from within

Dropped Balls◦ Mistakes made in general◦ Dead lines missed◦ Tasks slip through the cracks

Failure to follow procedures Lack of communication between Ops Failure to communicate with management Lack of knowledge Needless support calls Blame game

Guarantee updated procedures Proper ticket logging Accountability Unambiguous turnover Less Support calls Ever-increasing knowledge database Operator confidence Self policing A+ on operational audits

Procedures Turnover Email Handling Ticket System Knowledge Base Support Calls

Dwight Schrute

Nothing done without procedures◦ Must contain all tasks◦ No procedures = STOP◦ Indexed◦ Hyperlinked◦ Hard and Soft copies◦ Separate Helpdesk and Operations◦ Putting in the time now will pay off later◦ Training is a breeze◦ Consistency◦ Accountably◦ Reliability

Accuracy◦Must be up to date◦Operators must email inaccuracies to

management◦Audit by the Operators is mandatory◦Confidence builder

Reverse Turnover

◦Check first, ask questions later◦Gather information via a checklist◦Review the last 24 hours Emails Moved Room is neat / organized Check for any outstanding warnings /

failures Ticket system checked for accuracy and

completeness Checklist from other shifts checked

Accountable for shift when complete

◦What you will get: New shifts asking questions from prior shifts –

increased communication Operations Auditing previous work Operations awareness of ongoing and

previous issues

◦What you won’t get: “I told them” “I forgot to tell them” “I Don’t know about that”

Clean Inbox◦Only current or near future action items◦Distant action items can go into the

Ticket System◦No clutter, no confusion◦Important tasks not overlooked◦Constant maintenance Task is done, move it Ticket created, move it Not pertinent, move it

Limited amount of folders◦Completed / Acknowledged◦Warnings and Failures◦Informational

Nothing gets deleted Archive system in Place

All tasks performed All issues encountered Complete listing of all actions taken Big or Small – Ticket System should have

it all Invaluable turnover tool The tickets need to be consistently written

and leave no room for question Who, Conversation, Times No surprises

100% Accurate Managers job to audit Helps current issues to be resolved

sooner using past events

Tracks changes to the procedure book Great for external audits Knowledge Gets better and better

overtime, more and more reliable Used also as a knowledge base

Built over time Limit locations – no duplicate information

◦Procedure book Routine tasks Specific Instructions DR Procedures Server Reboot instructions

Default Special

◦Ticket System Auto generation / integration

capabilities Past Issue handling details Knowledge built with every event Tracks Issues / Trends

“Top Ten” Establish weekly meeting to review

Used to create metrics Separate Ops & Helpdesk tasks with

categories Audited by Ops and management

Establish a flow chart◦Initiation◦Management awareness◦Follow-up

Perform pre-call trouble shooting ◦Prior events and solutions Reference the procedure book Reference the Knowledge database

◦Present all the facts to support personnel Current failure Past Failure and resolution

◦All facts and the solution must be logged in the ticketing system

◦Follow up with emails to support staff to better build the DB Future failure instructions

◦Establish weekly meetings, review the “Top Ten”

Off-hour support calendar◦Preferred numbers◦Backup person◦Establish an escalation policy

Procedures Turnover Email Handling Ticket System Knowledge Base Support Calls

◦All tasks◦Accurate◦Followed, no deviation◦Stop if wrong or unclear◦Nothing done without them◦Audited

◦Reverse - gather first, questions later◦24 hour review◦Accountable when done

◦Keep it clean◦Limit the amount of folders◦Move it◦Nothing gets deleted◦Archive system in place

◦Everything goes in◦Details, details, details◦Invaluable “Top Ten” tracking tool ◦Manager audits

◦Built over time◦Referenced frequently

◦Establish a clear and concise Flow Chart◦Gather facts before the call◦Off-hour support calendar◦Establish a clear escalation policy

Expanded Capabilities Greater Responsibilities Hybrid Ops/Helpdesk Extended HD hours At hand Job Pool Promote from within

This presentation was given during the Spring, 2012 Data Center World Conference and Expo. Contents contained are owned by AFCOM and Data Center World and can only be reused with the express permission of ACOM. Questions or for permission contact: jater@afcom.com.

Interested in data center management?

Learn about the data center management sessions offered at the upcoming Fall 2012 Data Center World Conference at:

www.datacenterworld.com.