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March 29th, 2010 13:00
SAN Tasks Service Level Agreement
My Team Leader has asked me (and all the other Infrastructure guys) to develop "Service Level Agreements". This means I have to list all of my "tasks" in a table and indicate how long on average it should take me to complete them, such as below. It's not just me, it's all of theTeams (Server, Oracle, Network, etc)
1. Add new Server to SAN: 4 hours
2. Zone Server to SAN: 1 hour
3. Present new Volume to Existing Server: 1 hour
4. Replace failed component:
a. Server HBA
b. Failed disk in CLARiiON
c. Failed disk in DMX
etc...
Does anybody have any such documents that I could use to started? Does EMC?
Stuart Abramson
StuartA461
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April 5th, 2010 08:00
Thanks! That's the kind of thing I'm looking for...
Stuart Abramson
CONTRACTOR | Storage Administrator | Off: 412/688-2113 | Cell: 412/417-1567
Ansaldo STS USA, Inc.
1000 Technology Dr.
Pittsburgh, PA 15219-3120
United States
www.ansaldo-sts.com
Allen Ward
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April 5th, 2010 08:00
It sounds like he is asking for two things rolled into one... and I would be very careful about labeling what you give him as a Service Level Agreement.
For starters you need to develop a Service Catalogue. That will be the list of things that you do. Without this document you can't complete the rest. This is what you will point to when someone asks "can you do this for me?" to show if it does or does not lie within your "scope".
The next step is to document your Service Level Targets (or in EMC's new nomenclature - Service Level Objectives). This details the level of service you are striving to achieve. So if provisioning additional CLARiiON LUNs to an existing SAN attached host will take you 30 minutes you may still want to define this as 2 days. That could allow you to account for finishing up what you are doing, investigating & verifying the request, following Change Management process, and actually completing the work.
Now, a Service Level Agreement is another level to this. Generally it is something that is actually signed off between the requestor and the provider with some kind of binding penalties for failure. If you were signing an SLA on that same CLARiiON LUN provisioning activity you would likely want to add a day into the SLA to account for unexpected circumstances (staff shortage, Critical Incidents, etc) that could affect delivery.
Now, that all being said, the starting point of all this is still the Service Catalogue. We did go through a session a while ago to define the Service Catalogue for our Enterprise Storage Support team, but unfortunately all our Service Catalogues are confidential. The best advice I can give you on this is to sit down and brainstorm first... then take a week or two of keeping the list beside you as you do your job so you can update it on the fly. If your boss complains it is taking too long ask him if he wants it "done", or wants it "done right"?
And there is nothing to say that a proper Service Catalogue can't evolve over time :-)