DataCore Software
DataCore Software Certified
Implementation Engineer (DCIE)
© 2010 DataCore Software Corp
© 2010 DataCore Software Corp. — All rights reserved
‹#›
Before DCIE ?
 Installations are easy – Why Plan ?
 Technical People relish the challenge of resolving
issues !
 Technical People hate writing anything down –
‘I know it so why write it down ?’
 Testing what seems reasonable will be ok ?
© 2010 DataCore Software Corp. — All rights reserved
‹#›
What was the result ?
 No planning before going on site  recipe for disaster
•
Design, known issues, Customer expectations ?
 2 days become 5 days and longer and often DataCore
called.
 What worked on day 1 failed on day 2
•
•
All in someone’s head somewhere
Delays while information re-collected for support assistance
 Issues that could have been resolved at install have
become Production issues
 Customer unhappy. Too much time wasted.
Future support impeded. Confidence Low
© 2010 DataCore Software Corp. — All rights reserved
‹#›
So….
 Installation Process Developed and Issued
 Not Mandatory so Not Followed !
 How to make it Followed ?
 Certification that is only maintained by following
Process
 Support Policy that requires DCIE for Install
© 2010 DataCore Software Corp. — All rights reserved
‹#›
DataCore Support Policy?
 To assure maximum benefit from the use of our products,
we highly recommend that the Administrator participate in
a DataCore Training Course, planning for and execution of
an installation, upgrade or migration should be performed
by a DataCore Partner using a DataCore Certified
Implementation Engineer (DCIE).
 Any issues due to installation errors
when an installation was performed
without a DCIE may result in support
being withdrawn until re-installed by
a DCIE with services to be paid by the
customer.
© 2010 DataCore Software Corp. — All rights reserved
‹#›
What is a DCIE?
 A DataCore Certified Implementation Engineer
(DCIE) is a certified person that has given
DataCore confidence that they understand how
our product works, and have proven that they
can understand and will follow our Installation
Management process
 A DCIE is a physical person, not a company
 Certification is granted to a person and this
certification will follow this person should this
engineer leave the company he was working for
at the time he/she was certified.
© 2010 DataCore Software Corp. — All rights reserved
‹#›
What is the DCIE Process ?
 DataCore offer two DCIE programs:
SANsymphony
• SANmelody
•
DCIE is a 10-Step Process
© 2010 DataCore Software Corp. — All rights reserved
‹#›
DCIE - Step 1: Training
 Candidates:
•
Attend a SYM205 SANsymphony class or a MEL205
SANmelody class
•
Ideally also attend SYM301 Advanced Practices
•
Take the SYM810 DCIE Installation Management class –
This is a downloaded, off-site training module
•
(No Certificate issued for SYM810 Training)
© 2010 DataCore Software Corp. — All rights reserved
‹#›
DCIE - Step 2: Test
 Pass certification test paper:
•
Register for test paper
•
•
Take & Submit Test
•
•
Send email to support@datacore.com with Subject ‘DCIE Test
Request’ and the test link will be sent.
Open Book so make use of all resources including lab equipment
to answer questions. Immediate grading and response sent out.
Pass or Fail
• 80% is the pass mark
• A Pass or Fail email will be sent
• If Fail then resubmit the ‘DCIE Test Request’
• After 3 Test Fails contact Account Manager for
clarifications.
• One final test before re-training needed
© 2010 DataCore Software Corp. — All rights reserved
‹#›
DCIE - Step 3: Pre-Site Preparation (1)
 Download Documentation Templates:
•
FAQ 1183 (login & type ‘DCIE’ to find)
• Site Planning Checklist (SPCL)
• Pre-Install Checklist (PiCL)
• Functional Test Plan FTP
© 2010 DataCore Software Corp. — All rights reserved
‹#›
DCIE - Step 3: Pre-Site Preparation (2)
 SPCL – List all components and check:
•
•
Application Server
• Check HBA’s BIOS, driver & firmware
• Check path failover product is correct version
and how to configure it (See Technical Bulletins)
Switches
Check firmware.
• Mappings and zoning planned and understood
•
•
Storage
Decide on Third party failover or LUN
Distribution
• Decide on how LUNs size/type, Pools
•
© 2010 DataCore Software Corp. — All rights reserved
‹#›
DCIE - Step 3: Pre-Site Preparation (3)
 SPCL
•
SDS
• Check HBA’s BIOS, anti-virus, security settings
needed, other software
• Check O/S version and Service Packs
• Make sure licenses are available (and software !)
• Make sure you are aware of latest PSP & Updates
© 2010 DataCore Software Corp. — All rights reserved
‹#›
DCIE - Step 3: Pre-Site Preparation (4)
 PiCL
Check readiness plans and add anything additional
that may be needed
• Familiarize with onsite plans for readiness before
installing software
• Add/Remove sections from Installation Report
•
 FTP
Remove unnecessary sections
• Add additional tests if needed to suit the
environment
•
© 2010 DataCore Software Corp. — All rights reserved
‹#›
DCIE - Step 3: Pre-Site Preparation (5)
 Make DataCore aware of Production Installation
•
•
•
•
•
Register for Support if not already done so
Open an incident on DataCore support site for new
installation two weeks or more before installation date
Incident title should be: “Customer Name – Customer
Information”
Notify in the incident of Planned Installation Date
Submit all documents and wait for response before
installation
 Statement of Work recommended
•
•
•
•
State objectives, scope, pre-requisites and deliverables
Clearly identify customers responsibilities
Get customer sign-off that this meets their requirement.
Make sure resources will be available that can configure all
components
© 2010 DataCore Software Corp. — All rights reserved
‹#›
DCIE - Step 4: Pre-Installation on Site (1)
 Application Server
Configured to see storage before any zoning
• HBA’s have correct BIOS, driver & firmware
•
 Switches
Check correct firmware
• Check functioning correctly (Green LEDs)
• Zoned correctly
• Check App Server no longer sees storage
• Check Storage Server can see storage
• Check Storage Server can access its partner(s)
•
© 2010 DataCore Software Corp. — All rights reserved
‹#›
DCIE - Step 4: Pre-Installation on Site (2)
 Storage
Set Up LUNs as designed
• Check functioning correctly
• Check failover works before DataCore installed on
storage server
•
 Storage Servers
Clean install of OS.
• Correct HBA’s with correct BIOS.
• Check all other software installed is known and
documented
• Check Storage server can see storage and can see
App Servers
• Check LAN connect between Storage Servers is ok
•
© 2010 DataCore Software Corp. — All rights reserved
‹#›
DCIE - Step 5: Installation
 Storage Servers
Install (follow Installation Guide)
• Apply latest PSP/Updates (follow Release Notes)
• Discover Storage
• Create Virtual Volumes
• Serve up to Application Servers
•
 Clients
Install Client Software
• Apply latest PSP/Updates (follow Release Notes)
• Configure Paths (as per Tech Bulletins)
•
© 2010 DataCore Software Corp. — All rights reserved
‹#›
DCIE - Step 6: Functional Tests
 Storage Servers
Run through FTP step by step, ticking or
commenting as needed
• Make sure customer agrees at each step
• Get customer sign-off
• Any issues or questions raise a new support call
• Always raise an incident if in any doubt
• If on-site and need immediate help is needed,
phone toll-free support
•
© 2010 DataCore Software Corp. — All rights reserved
‹#›
DCIE - Step 7: Post Install
 After Installation is complete
Update SPCL and attach to the incident
• Update incident with completed documentation for:
• Pre-Installation Checklist (completed)
• FTP (completed)
• Confirmation of sign-off (signature not needed)
• Confirm in the incident that installation is complete
• Attach Support Bundles for all Storage Servers
• Register End User for Support
• Make End User aware of ‘How to Use Support’ (FAQ
1322)
•
© 2010 DataCore Software Corp. — All rights reserved
‹#›
DCIE - Step 8: DataCore Review
 DataCore will review incident(s)
•
•
•
•
•
How much remote support was required?
Did installer call when they needed to?
Did installer raise new incidents when needed?
Was the correct documentation submitted at the right time?
Was the documentation complete and accurate?
 Assessment will give:
(a) Certification achieved, or
(b) Certification withheld until next production installation
review, or
(c) DCIE assistance needed with next production install, or
(d) DCIE only install next time
© 2010 DataCore Software Corp. — All rights reserved
‹#›
DCIE Step 9: Certification
 DataCore certifies the New DCIE, and
Issues a Certificate (sent monthly)
• Records their Certification
• Updates ‘Number of Installs’
•
© 2010 DataCore Software Corp. — All rights reserved
‹#›
DCIE Step 10: Renewal
 Version Renewal
Certification is held for the full release i.e. v1.x,
2.x, etc.
• Version renewal is needed on each full release
only, NOT on ‘dot’ releases
• A DCIE should attend web-based ‘differences’
class on new features for all new full releases
• Review of all installations is made to confirm
process is always followed
• Review of DCIE incidents raised
•
© 2010 DataCore Software Corp. — All rights reserved
‹#›
Summary
Renewal
Certify
DC Review
Post Install
FTP
Pre-Install
Check
Install
Pre-Site
Test
Training
Pre-Install
© 2010 DataCore Software Corp. — All rights reserved
Install
Post Install
‹#›