Twelve steps to recovery: my co-dependent relationship with tivoli

Several years ago Baylor University moved from a passively managed data backup model to an actively managed strategy. As much as we would like the responsibility for data backup to reside with the owner of the data, we realize that in most cases this does not hold true. Our clients' expectation is that the Information Technology Systems (ITS) department is backing up their data. In the past, data backup was not likely to be something our client gave any thought to. We often did and still do see faculty members working on research, publications or databases requiring hundreds of hours of work. Users will often keep the only copy of the file on the desktop of their PC. As portable storage devices (flash drives) have come down in price, we are now seeing users backup a copy of a file to a flash drive in order to work on it at another location. They will usually copy a file here or there but usually not for disaster recovery purposes. Although most of the computers on campus have read/write to CD or DVD capabilities, again we don't typically see our users archiving their files unless we instruct them to do so. We see that there is often confusion on their part as to what data is accessed from the client's hard drive and what data actually resides on a server. The storage solution used for Staff/Faculty electronic data at Baylor University is the Tivoli Storage Manager® software program. The support side of ITS was not involved in the decision to migrate to this software so we were not prepared for the amount of attention that would be required. Tivoli Storage Manager® is a powerful program and from a Help Desk or Client Support standpoint, it was a high maintenance relationship from the beginning. We tried unsuccessfully to rid ourselves of this time consuming and frustrating relationship. Later we realized that as much as Tivoli needed us, we needed Tivoli. Much like any other codependent relationship, we've had our ups and downs. We like to believe that we have reached a point of happy coexistence with Tivoli and we'd like to share the journey we took to arrive at this place. We also realize that like any other relationship in our lives, it requires effort on our part to ensure that the data backup process continues to work in a smooth and consistent manner. We may not be able to change the need for the software or the software's need for our attention but a shift in thinking can open up different ways of handling issues that come up in a positive and productive way. We will use the premise of a 12 step program used to recover manageability to one's life as a basis for the presentation of our data recovery program.