Information Technology Standard 06.9.0

Data Center Operations Standard

Date of Current Revision or Creation: January 1, 2023

The purpose of an Information Technology Standard is to specify requirements for compliance with Old Dominion University Information Technology policies, other University policies, as well as applicable laws and regulations. Standards may include business principles, best practices, technical standards, migration and implementation strategies, that direct the design, deployment and management of information technology.

Purpose

The purpose of this standard is to set requirements for Data Center operations in the areas of console logging, system status and maintenance, and event notification activities.

Definitions

Data Center Operations

Information Technology Resources are defined as computers, telecommunication equipment, networks, automated data processing, database, the Internet, printing, management information systems, and related information, equipment, goods, and services.

Standards Statement

Data Center Operations will support a stable and secure computing environment through log monitoring, system maintenance, and event notification.

System Maintenance Hours

The standard time for systems maintenance has been established by the department and publicized to the campus community. Every attempt should be made to confine changes to the production system, implementation and testing to the standard time frame.

All work being performed during this maintenance time should be completed in time to allow for the execution of the back out plan, if needed, and restore normal services by the end of the scheduled maintenance period. Planned activities that extend outside of the standard maintenance time must be approved by the Director, Information Technology Infrastructure. Every attempt must be made to communicate the variation from this standard time to all potentially impacted end users and support personnel.

Console Log Monitoring & Maintenance

Employees are responsible and accountable for the activities and functions that occur in the Data Center environment.

Employees must monitor and track specific items and events that may affect the overall availability of key core business services. Supervisors are notified upon receipt of an abnormal event and incidents are documented.

Procedures and tools are provided to assist employees in the performance of their duties, including functional checklists, console logs, and automated system checks. Operational staff is responsible for reviewing these items/events on an hourly basis on all shifts.

System Status Reporting

Employees are responsible for monitoring the status of equipment and systems. Visual and audible alarms and indicators are used to alert operators. It is incumbent upon the Data Center staff to recognize instance of irregular performance or failure and note unusual events in the operations log.

Employees are expected to be ready at any point during the shift to provide the current status of machines and systems. Primary tools for such monitoring include, but not limited to, live network maps with monitoring software and alarms, hourly console log reports, and operational checklists.

Supervisors are notified upon receipt of an abnormal event and incidents are documented.

Event Notification

In the event of system failures, outages or other abnormal events, the duty floor operator is responsible for contacting IT personnel and appropriate customers. A listing of contact information is available in the Data Center.

Upon successful recovery, personnel and customers are contacted a second time and advised accordingly. Documentation on contact calls is retained.

Detailed procedures for monitoring, completing tasks, and notification processed are available.

Procedures, Guidelines & Other Related Information

• Federal and State Law
• ITS Standard 02.2.0 - Workplace Device
• ITS Standard 06.1.0 - IT Facilities Security
• ITS Standard 06.6.0 - Security Monitoring and Logging
• ITS Standard 06.8.0 - IT Infrastructure, Architecture, and ongoing Operations
• Alert Posting Procedure
• Operations Procedure Manual
• Operations SharePoint Site

History