Training Platform

This document will run through all of the

modules needed to get up to speed with
offerings and technologies
About Us – Who are CrowdBox?

- History
The CrowdBox expanded
• Tele/Digital Marketing Agency based in Sydney offering includes:

• Directors Daniel Tuck, Rob Jefferies • Digital Display Leads

• Specialise in Information Technology Marketing.
• Content syndication Leads
• All campaigns will involve engaging senior decision makers,
often from “cold” • Content syndication + profiling

• Work with some of the world’s largest IT vendors, • Event audience acquisition (Regos)
distributors and resellers.
• BANT lead generation Leads
• KPI’s: 100 calls per day, 1.5 Hours

• Bonus’s based on lead volumes • Outsourced SDR

• Target of 60 points per week. (average 15 leads per week)

 Job Description (Calling Agent)
Objectives: Obtain a solid understanding of our client’s technology as well as its features, advantages and benefits. Get a
full and clear understanding of your client brief and meet and exceed your client campaign lead expectations, know the
sales process and apply all to achieve the CrowdBox and the client objectives and outcomes.

K.P.I’s
• Make the minimum daily call rate of 80-100 calls per day.
• Meet the minimum client lead campaign requirement on a daily and weekly basis.
• Maintain and manage both the client and company database as requested and in line with client and company
policy.
• Attend team meetings and client briefings when required and at the scheduled time. Participate in a positive and
respectful manner.

Behavior Values
• Look for opportunities to develop yourself and colleagues in technology and sales.
• Always represent the client in a professional manner, particularly when engaging customers
• Look for ways to improve the business, systems, processes and procedures to ensure you achieve the client, the
company and your goals.
• Collaborate with colleagues, managers and clients for the benefit of CrowdBox and its clients.
• Escalate complaints both client and personal using the standard escalation procedures.
• Utilise the internal email system appropriately for work use only.
• Ensure no mobile phones or internet is used for personal use in company time.

Skills, Knowledge and Experience.

• Good understanding of Business IT Infrastructure hardware and software.
• Communication; verbal and written.
• Listening
• Questioning
• Influencing /Selling
• Basic computer and CRM Management
Training Framework

Training Framework (8 Modules):

- Overview of each module (various slides)

- Basic overview of technology
- Presentation/Video
- Example call/recorded cold call.
- Basic Qualifying Questions for each technology
- Quiz (multiple choice) – 80% pass rate.
- Platform results (email)
Training Modules

1. BANT & Operations 2. GDPR 3. IT Channel 4. Security

5. Infrastructure 5. Storage + Backup 6. Analytics 7. Cloud

Module 1 BANT and Operations

Module Overview: This Module will run through all of the day today operational
tasks involved when working for CrowdBox. This module will cover the following
topics:
1. Gatekeeper Tips
2. CRM call outcomes
3. BANT overview
4. What is a BANT qualified lead?
5. What is an Event Registration?
6. What is an Optin/Profiled Optin?
7. Quality Assurance Team Overview.
8. Lead Rejections/Cancellations
Module 1: Gatekeeper Tips
If you do not have a mobile number or Direct Line to call, you will need to be able
to get past the Gatekeeper or receptionist to get to the correct contact. Below
will include some tips on how to get past the Gatekeeper.

If you’re struggling getting past the gatekeeper try some of the below.
A number of factors contribute to your level of success: tone, language, approach
(be assertive), all these things can really help.
Giving the impression you have spoken to the gatekeeper before can help build
familiarity.

We would suggest saying things like:

1. ‘Hi (gatekeepers name) It’s (your name) calling back from (your company),
how’s it going? I’m just after (first name) again (if questioned for last night
name by gatekeeper)-‘firstname lastname’.
2. If questioned why calling…… ‘just wanting to have a quick catch up in regards
to our printers your currently using?’ ‘just wanting to have a quick catch up
in regards to as you’re one of our customers?
3. If they don’t work there anymore…… ‘oh that makes sense he’s not been
replying to my emails recently, who’s taken over from him then?’
4. If they don’t work there anymore…….’oh that’s strange (prospects name)
never let us know he was leaving sure he had a lot on his mind, who’s taken
over from him now?
5. Is he expecting your call………… ‘YES, I spoke to him a couple of weeks ago
just calling back…’
 Module 1: CRM Call Outcomes
Contact level Outcome
A – MQL or A – Req
F – Call Back 1
F – Call Back 2
F – Left Message
F – Nurture
S – Send Info
D – Already Talking to Client
D – No Requirement
D – Outsourced
D – Referred On
D – Could Not Locate
D – Do Not Call
D – Double Record
D – Company Too Small
D – Overseas Decision
D – Current Client
N – Left Company
N – Company Closed Down
N – No Phone Listing
When To Use Next Action
You have Qualified an Opportunity with a Decision Maker that Confirm the contacts Full name, Job Title, Work email address, a direct office of mobile phone number and the
meets the Campaign requirements of Budget, Authority, Need address that they are based at. Then go over the details that you have discussed with them an confirm that they
and Timeframe. are happy to be contacted by a client account manager within the next 2 weeks. Follow lead write up template
First call attempt to contact with no success go to next contact
Second call attempt to contact with no success Start looking for alternative contacts for Account
Left a message for contact on their VM or with colleague Await for contact and go to next contact
You have part qualified a lead with a decision maker, however Agree on a call back date with the contact and make a note of when this is so you can call them. Update nurture
need to call them back at a later date to close. i.e. the date.
timeframe is too far out or they are awaiting a decision to
move ahead with a project from management
No requirement however contact wants further information on Update record at Account level also, and send email if one has been provided by Account Manager. If you are
client product/service via email unsure if you can send emails on your campaign please speak with Account Manager
Decision Maker is already in contact with Client Update Contact notes and then copy notes into Account Level
Decision Maker confirms there is no requirement for client Update Contact notes with reason for no interest and then Copy notes to Account Level
product/service at this time
Contact confirms that Decisions are made by an Outsourced Update Contact notes and then Copy notes to Account level. If Possible obtain name of outsourced company
IT company
Contact informs that they are not the Decision Maker and you Update contact notes including the name of the contact you have been referred to and save notes.
obtain the Name and phone number of who to speak with.
Please update contact notes with the name of the person that Then clone contact and update new contact/DM details into new contact account and then call this contact.
they referred you to. From here treat as normal contact
Switchboard has no record of contact on file Update contact notes. Find out from Switchboard the right contact and then add them to the database as new
contact to call
Contact asks for you not to call them again Apologise for the inconvenience and update contact notes.
You see that the same contact is down twice for an account Mark one record as Double record and use the other as a normal contact.
Company does not meet the client requirements for certain Update Contact Notes and then copy over into Account Level
criteria such as minimum staff, minimum locations, minimum
storage TB for example
Contact informs you that all Decisions are made overseas Update Contact Notes and then copy over into Account level
Decision Maker confirms that they are a current client of who Update Contact Notes and then copy over into Account Level
you are calling for
The contact on file has left the company Update contact notes. Find out who the replacement contact is and them add them as a new contact to the account
The company has closed down Update Contact Notes and then copy over into Account Notes
Switchboard are unable to find a phone listing for contact Understand the contact details for another relevant contact that you can speak with.
 Module 1: What is a Fully BANT Qualified Lead?
Our Business at CrowdBox is to provide our Clients with High Quality Leads
from Companies that have Fully BANT Qualified Requirements.
Fully BANT Qualified Requirements fall into two categories, either
Confirmed Projects or Known Pain Points.
A Confirmed Project is something that the Company has identified they will
be looking into and have budget set aside for. With this we must capture
the compelling reason for them putting this project in place and what Pain
they are looking to overcome. In this instance, Budget will be Available.
A Known Pain Point is something that the Companies has not set budget
aside to look at but needs to be addressed as it is affecting the business.
With this we must capture the compelling reason for them putting this
project in place and what Pain they are looking to overcome. In this
instance budget must be obtainable, i.e. Via a Business Case
Interest is where a contact identifies that they are interested in the clients
Product/Solution, however they have no Project for it and there is no Pain
Point that the Product Solution would overcome; All they are looking for is
more information on the solution or pricing on the solution but have no
view or compelling reason that would require it being purchased within 6
months. This will not be accepted by our Quality Assurance team as our
clients do not Pay CrowdBox for interest-based leads. At best, this would
be a Nurture.
Remember, for a Lead to go to QA a company must have a PROJECT or
PAIN POINT, and Budget must be AVAILABLE OR OBTAINABLE.
Additionally, both Project and Pain Point Leads must meet the following
criteria from the time you call them:
1. The Company will purchase/or implement a solution within the Clients
expected Timeframe (6 months).
2. The Company agrees to be contacted by the Client rep within 2 weeks.
3. If the Client Solution meets the Company’s requirements, they are able
to obtain budget with 6 months.
4. The client must be exploring the market with a view to speak with other
vendors similar to our client to overcome their pain point.
All of the above must be qualified for a Lead to be passed to QA, if any of
these are missing, i.e. the Company would not be able to obtain budget
within 6 months, then it is not a Lead as they do not have a Qualified
Requirement.
Additional information you must capture:
1. The Contacts Direct Number, either Mobile or Desk Number, ideally
both.
2. (If someone is unwilling to give you a contact number then are they
really interested in speaking with the client?)
3. Personal/Work email address. Emails such as Info@, IT@ or Reception@
are not acceptable.
4. Physical Address where the contact is located. No PO Box address.
Module 2:
GDPR
Module 2: What is GDPR
What is GDPR:

The General Data Protection Regulation (GDPR) is the toughest privacy and security law in the
world. Though it was drafted and passed by the European Union (EU), it imposes obligations onto
organizations outside of the EU.
Six GDPR Principles:
1. Data processed lawfully, fairly and in a transparent way in relation to individuals
2. Collect Data for specified, explicit and legitimate purposes and not processed beyond
those
3. Adequate, relevant and limited to what’s necessary in relation to the purposes for which
they are processed
4. Accurate and kept up to date
5. Kept for no longer than is necessary for the purposes for which the personal data is
processed
6. Processed in a manner that ensures appropriate security

Legal Grounds for Processing Data: (that are relevant to this activity)
1. The subject has given consent
2. Processing is necessary for the purposes of the legitimate interest pursued by the
controller
Note – the controller is the client, the processor is the agency.
Note – the privacy policy details the processes by which a company operates in relation to
GDPR. End user has right to this, if they request. In this case, the privacy policy in question
would be of the controller (the client)
Module 2: What is GDPR
The legal rights of the data subject:
1. Right to be informed (e.g. share privacy policy)
2. Right of access (would need to involve the client)
3. Right to rectification (e..g update contact number/email)
4. Right of erasure (would need to involve the client to relate to their CRM)
5. Right of restriction of processing
6. Right to data portability
7. Right to object
8. Rights in relation to automated decision-making and profiling
CB Processes support CB processing where the client is the controller.
How does this effect you?
There is a huge increase in interests around data privacy – primarily due to the
increasing of importance data plays in our everyday life (Facebook, Google,
Amazon. Govt, Digitalization etc). As a result there is a strong chance, at some
point, you will be asked about data privacy. Here are some scenarios:
Objection Handling (When on Calls)
1. How did you get my number?
a. I am calling from CrowdBox. You registered through our website, and we
are simply reaching out to you in order to provide access to this
complimentary resource. If you wish to be opted out please let me know.
(Return to where interrupted)
2. Please remove me from call list?
a. Sure, we can remove you from our database now and make sure that you
are never contacted by phone again. Removing you will mean you’ll never
receive exclusive whitepapers, invitations to our client’s events or
exclusive offers and discounts on new IT products. Shall I remove you now?
– Tag contact as “Do Not Call” in database.
3. Are you going to spam my email account?
a. We will not spam you. Since you chose to opt-in you will receive marketing
communications on the matter that may be of interest, but you can
unsubscribe at any time. (Return to where interrupted)
4. I would like to speak to your manager.
a. Certainly, [Rob Jefferies] is responsible for Crowdbox customer contact
centre. They are currently away from their desk, but I can get him/her to
call you back as soon as possible, can I please re-confirm your telephone
number so that we can call you straight back?
5. I am going to report this call
a. [Rob Jefferies or Daniel Tuck] is responsible for Crowdbox customer
contact centre, I can get them in touch to manage this complaint.
6. Please do not call me again.
a. Sure, we can remove you from our database now and make sure that you
are never contacted by phone again. Removing you will mean you’ll never
receive exclusive whitepapers, invitations to our client’s events or
exclusive offers and discounts on new IT products. Shall I remove you now?
– Tag contact as “Do Not Call” in database.
Module 4:
IT Security
Key Module Areas

1. Endpoint Security
2. Email Security
3. Cloud Security
4. Firewall
5. Security Awareness
Training
 Endpoint Security
Endpoint security Explained: EP Security is the practice of securing endpoints or entry points of end-user devices such as desktops,
laptops, Servers and mobile devices from being exploited by malicious spyware, viruses and campaigns. Today's endpoint
protection systems are designed to quickly detect, analyse, block, and contain attacks in progress. All organisations have to have
endpoint security installed across their workforces endpoints (by law) and is usually a annual license model.

Types of Endpoint Security Types of Attacks

Today attackers use a variety of methods to attain

• Endpoint Detection and Response (EDR):
Automatically detect and prioritize potential threats and BitCoin and other crypto currencies, personal
quickly see where to focus attention and know which identifiable information (PII), and banking usernames
machines (endpoints) may be impacted. and passwords. Common endpoint attacks are:
• Extended Detection and Response (XDR): Go beyond
the endpoint by incorporating cross-product data sources • Ransomware
for even more visbility. integrates network, email, cloud, • Email phishing
and mobile* data sources on top of endpoint and server • Trojan Virus/Malware
information, giving you an even broader of your
organization’s cybersecurity posture • Malicious
• AI Endpoint Security: By integrating deep machine
learning you are changing endpoint security from a
reactive to a predictive approach to protect against both
known and never-seen-before threats.
Common Endpoint
Security Vendors

•
•
•
•
•
•
•
•
 1. Can you give me some rough indication on the
number of Endpoints in your network?
2. How many Physical Servers + Virtual Machines.
3. What vendor are you currently using for your
endpoint protection? (Refer to Gartner Report).

Endpoint Security: 4. How is the detection of malicious Spyware,

Ransomware managed at the moment?

Key Qualifying 5. When is your contract/SLA up for renewal? I

assume this is an annual review?

Questions 6. What are you looking to improve in regards to

endpoint security?
7. Has your organization had bad experiences in
the last 12 months as a consequence of a
successful intrusion from malicious spyware,
ransomware, phishing, Trojan or OTHER
attacks (only ask if conversation is going well)
8. How many locations?
 Email Security
Email is the No. 1 threat vector. Social actions such as phishing and email scams arrive via email 96% of the time, and these
security threats are always evolving. Keeping threats away (via email) from your network is a critical first line of defense. An
email sandbox automatically isolates files to determine if they’re safe, providing an instant additional layer of detection and
protection. Email security will scan every single mail item that enters an organizations mailbox and check to see if there is
anything malicious attached to it. With the Adoption of Office 365 it is easier than ever to access a user’s email.
Important Email Security Information Phishing Attack Example

• Protect Office 365

• Protect against impostor threats
• Quarantine all malicious emails
• Defend against identity fraud.
• Detect and block advanced malware
• Identify risky users
• Automatically Pull malicious emails with one click

Email
Email Journey Quarantine (bin)

SAFE EMAIL
DELIVERED TO
USER
Email sent to: Vendor Email Security
dan.tuck@directit.com.au Software (Sandbox)
Common Email
Security
Vendors
•
•
•
•
•
•
•
•
 TIP: Before any cold call, check which email security solution they are
already using. Knowing their current solution helps the user open up
about their environment using https://mxtoolbox.com/ You simply copy
the domain into the search bar, and it should provide you with
information on what they are using. It won’t give you results for every
domain, but can provide a useful angle.
Email Security:
Key Qualifying 1. What are you currently using in terms of Email Security, how
many malicious emails are getting through?

Questions 2.
3.
How many mailboxes + employees do you have?
When is your SLA/Contract up for review? (Within 6 months).
4. Are you on O365? (If yes) Since the adoption of office 365
we've found an increase in compromised accounts with
targeted attacks.
5. Have there been any examples of successful phishing attacks
at the company?
6. What flaws have you seen in your current solution?
7. How would you like to improve upon your current solution?
 Cloud Security
What is cloud security: Cloud security is the whole bundle of technology, protocols, and best practices that protect cloud
computing environments, applications running in the cloud, and data held in the cloud. Securing cloud services begins with
understanding what exactly is being secured, as well as, the system aspects that must be managed.

As an overview, development against security vulnerabilities is largely within the hands of cloud service providers (AWS,
Microsoft Azure, Google Cloud, Apple). Aside from choosing a security-conscious provider, clients must focus mostly on
proper service configuration and safe use habits. Additionally, clients should be sure that any end-user hardware and
networks are properly secured.

The full scope of cloud security is designed to protect the following, regardless of your responsibilities:

• Physical networks — routers, electrical power, cabling, climate controls, etc.

• Data storage — hard drives, etc.
• Data servers — core network computing hardware and software
• Computer virtualization frameworks:
• virtual machine software, host machines, and guest machines
• Runtime environments — execution and upkeep of a running program
• Data — all the information stored, modified, and accessed
• Applications — traditional software services (email, tax software)
• End-user hardware — computers, mobile devices, Internet of Things (IoT) devices, etc.
 1. Are you currently deployed in the
cloud/looking to deploy?
2. Are you in a public or private cloud?
Provider? Multi-cloud?

Typical Cloud 3. How do you secure your cloud

environment? Native Tools? Vendors?
Security 4. Are you looking to secure a multi-
cloud environment?
Questions 5. What are you looking to improve in
regards to cloud security?
6. Has their been any security breaches
in the last 6 months?
7. Are you looking to streamline to one
security provider instead of multiple?
 Firewall Security
A firewall is a network security device that monitors incoming and outgoing network traffic and decides whether to allow
or block specific traffic based on a defined set of security rules.
Firewalls have been a first line of defense in network security for over 25 years. They establish a barrier between secured
and controlled internal networks that can be trusted and untrusted outside networks, such as the Internet.
A firewall can be hardware, software, or both. Hardware Firewalls will block unsecured connections and Software
Firewalls will block Malware and Viruses through those connections. Firewalls prevent unauthorized internet users from
accessing private networks connected to the internet, especially intranets
Common Firewall
Vendors

•
•
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•
•
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•
•
 1. Who is your incumbent firewall vendor?
2. Do you have a multi vendor approach, if so which vendors?
3. How many Firewalls are you managing? - in the data center,
network edge or to/from the cloud.
4. Do you have any branch locations/offices or multiple sites
Firewall 5.
6.
How do you manage Firewall policy rule changes?
Are you happy with their capabilities and innovation? Do you
Qualifying 7.
have any issues?
Is managing your current firewalls for policy and configuration

Questions 8.
an ongoing challenge?
When is your refresh cycle or when would you potentially look
at replacing your Firewalls?
9. Do you feel they will be able to meet your performance needs
for growing usage on your network and the increasing number
of threats which is also increasing the need to inspect all traffic
including encrypted traffic for threats and malware? Also for the
growth in IoT and 5G?
10. Do you have a growing requirement to segment your networks
and applications or apply Zero Trust?
Security User Awareness Training (UAT)
The vast majority of today’s threats require
humans to activate them. You can ensure your
users know what to do when faced with a real
threat by providing them with targeted education.
You can use the UAT people-centric approach to
reduce successful phishing attacks and malware
infections by up to 90%. This offers various (over
20) interactive training modules.
UAT allows IT Managers to send out phishing
campaigns to end users. If any users fall for a
phishing attack, they will get a message displayed
on their screen. They will then be asked to
complete the most relevant training module. It
gives you a full analytical breakdown as seen
below:
It is designed to help you deliver the right training,
to the right people, at the right time.
Common Security
Awareness
Training Vendors

•
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•
•

•
 1. What do you have in place for user awareness training?
2. Do you have software already or are you using your own in-
house training?
3. (IF NO – nothing in place) More than 90% of cyberattacks start with
an email, wary end users are critical to protecting your data. What are
Security/User you looking to do in regards to training your end users moving
forward?

Awareness 4. (IF Yes) How are you finding it? How would you improve on your
current solution? (Link their desired improvements back to PSAT
where possible)

Qualifying 5.
6.
Have you ran a phishing campaigns previously?
(Yes) What was the outcome of that campaign? What do you do with
individuals that falls for the Phish? How are you notified that
Questions they’ve fallen for it? (Inform PSATs efficiency in terms of reporting
results of Phishing Campaigns back to IT Manager)
7. (No) When are you looking to do this with your end users moving
forward?
8. Have you had any end users fall for Phishing emails in that past?
9. (Yes) Is there a particular department or range of individuals that are
targeted? How often do these phishing attacks occur? Do you feel
that these staff members are adequately trained to identify Phishing
attacks?
10. (No) 83 percent of global email security respondents experienced
phishing attacks in 2018, which is up from 76 percent in the previous
year. With those percentages it’s only a matter of time before you are
targeted, which is why we’d like to show you PSAT. Can we show you
PSAT in the form of a demo?
End of
Security
Module
Module 5:
Infrastructure
Infrastructure
Overview
5. Key Module Areas

1. Servers
2. Laptop/Desktop
3. Storage
4. Back Up
5. Networking/Switching
6. Cloud
7. HCI (Hyper Converged Infrastructure)
 1. Servers
Server Explained: A server is a “computer” on a network that provides data and other services that can be shared and accessed by other
end user computers and laptops (clients) within the network. Servers can fill multiple purposes, such as supplying software (Active
Directory) and applications to other computers on the network, while others may be dedicated for a single purpose like application
development. Popular services that servers provide to SMB customers include: file and print sharing, web, database, remote access,
and authentication as well as using them as test environments for new applications. The Server is the “Brain” of IT Infrastructure and
controls all of the end user devices like Laptops, Desktops, Printers, Switches, Firewall. You can also create policies to block users
accessing certain applications and editing writes.

• How does a server differ from a “regular” desktop computer?

Although a server is a computer, it is not the same as a computer
one may work with on their desktop. There are a few key
differences:
• Servers:
- Built for multi-user applications. I.e. install Endpoint Security for
all of your endpoints
- Designed for 24x7 operation
- Administration: Giving the IT team the opportunity to roll out
application updates, windows updates, patching, from one place.
- All applications are installed on the server then rolled out to end
users who are on that network.
- Manage email exchange/Office 365
- Provision new users
• Desktops and Workstations
- Designed to support a single end user
- Have single-user applications
- Designed for "9 to 5" operation
 Virtual Servers
A virtual server mimics the functionality of a physical dedicated
server. Multiple virtual servers may be implemented on a single
bare metal server, each with its own OS, independent
provisioning, and software. A virtual machine server uses virtual
infrastructure, virtualization software and abstracts the physical
server’s computer resources to create virtual environments.

Benefits of virtual servers include faster provisioning of

applications and resources, improved disaster recovery and
business continuity, and minimized or eliminated downtime.
Virtualization also increases IT productivity, agility, efficiency, and
responsiveness. Additional benefits of virtual servers include
reduced operating costs and capital, and simplified data center
management.
Virtual server environments also mimic dedicated server
environments in terms of how they maintain passwords and
security systems. Virtual server hosting is less expensive than
data center maintenance, and server software installation
provisioning may further reduce web hosting costs.
Resource: https://avinetworks.com/glossary/virtual-server/
Common
Server Vendors

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Server Campaigns: Key
Qualifying Questions
1. How many host servers do you currently manage? Physical and
Virtual Split.
2. What operating system do they run?
3. How many servers do you anticipate to manage this time next
year?
4. How many host servers are approaching end of life over the
next 12 months?
5. Which vendors do you have in place and how many stand-alone
servers remain?
6. How far along with server virtualization are you?
7. At this time next year how far along with virtualization do you
want to be?
8. Which Virtualization Vendors do you use? VMWare HyperV
2. Laptop & Desktops (Endpoints)
Every Organisations will have endpoints (peripherals) that connect to the Master Server on the network. All
endpoints are provisioned with an IP Address. Note - An IP address is a unique address that identifies a device on
the internet or a local network.
All desktops are hardwired using ethernet cables which will be directed to the switch which in turn is connected
to the server which manages all applications and updates. Most Laptops and Desktops will have a refresh cycle
where organisations will replace every 3-5 years – this is important when working on these campaigns. Tip – the
collective term for cluster of laptops and desktops is called a “fleet”.
Endpoint Overview
Laptop Desktop Qualifying Question

1. How many end point users you currently Manage?

2. What Vendors do you currently Utilize? Toshiba, HP, Dell, Lenovo,
Microsoft Surface, Apple?
3. Over the next 6-12 Months do you think you will be making any Ad-hoc
Purchases for end of life Laptops/Desktops?
4. Is it a desktop based or laptop based environment for you? (Example
40% laptop 60% desktop)
5. As well as Ad-Hoc purchasing, what is your review/refresh cycle for
your endpoints, do you refresh 25% of the fleet each year over the 4
year warranty cycle?
a. How does it work?
b. (Example yes we refresh 25% each year when it comes out of
manufactures warranty)
6. Is there a certain time of the year you look to refresh? Possibly the
turn of financial year?
 2021 Stats

Common
Laptop/Desktop
Vendors
Module 6:
Storage +
Backup
On Prem Network Storage Diagram
 3. Storage
• Storage is a process through which digital data is saved within a data storage device. Storage is a mechanism that enables a computer to
retain data, either temporarily or permanently. Most organisation have a hybrid storage set up utilizing both on premise stor age (physical)
and Cloud Storage (off-site).
• Data storage can occur on physical hard drives, disk drives, USB drives or virtually in the cloud. The important thing is tha t your files are
backed up and easily available should your systems ever crash beyond repair. Some of the most important factors to consider i n terms of
data storage are reliability, how robust the security features tend to be and the cost to implement and maintain the infrastr ucture. Browsing
through different data storage solutions and applications can help you arrive at the choice that is the best fit for your bus iness' needs.

Storage Types:

• NAS (Network Attached Storage) - Allows for multiple machines to share storage over a network. This is accomplished with multiple
hard drives or other storage devices. One of the key benefits of NAS is the ability to centralize data and improve collaborat ion. Data
can be easily shared among connected machines, and permission levels can be set to control access.
• DAS (Direct Attached Storage) – Direct attached storage (DAS) includes types of data storage that are physically connected to your
computer. This storage is generally accessible to only a single machine. Some common devices in this category include: Hard D rives,
Solid-State Drives (SSD), CD/DVD Driver, Flash Drives.
• SAN (Storage Area Network) - A SAN presents storage devices to a host such that the storage appears to be locally attached. This
simplified presentation of storage to a host is accomplished through the use of different types of virtualization.
• Flash- High Speed Storage: Using only flash memory, these solid-state storage systems offer swift data transfer between SSD and a
smaller physical size than a disk array. The upfront cost tends to be higher, but there's great potential to pay a lower cost over time.
• Public Cloud Storage: Public cloud storage is an easy way for businesses and end users to license storage capacity from a third party
to store their digital data. This article categorizes public cloud storage into two classes: file storage for sharing and collaboration, and
storage for business applications. Main public cloud vendors are Microsoft Azure and AWS.
• Private Cloud Storage: In private cloud storage, companies or businesses can have their own dedicated cloud storage. Within that
specified and customized cloud domain, no other subscriber can pool in their data. They offer in-house dedicated resources, self-
service, customized control, and scalability.
Common
Storage Vendors

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Storage Campaigns: Key
Qualifying Questions
1. What is your current storage array/s that are you using? I.e. SAN, NAS, DAS ,
Flash ETC.
2. How are they used and managed?
3. What is the process to add capacity? Can they meet your growth and
performance needs?
4. Do you have plans to refresh your storage soon?
5. Do high I/O workloads stress your current storage environment?
6. Are you able to monitor, report and analyze your storage environment?
7. Are you evaluating new software-defined solutions for new application
deployments?
8. Are you looking to virtualize your storage or desktop environment?
9. Do you have applications & workloads or plan to have workloads running in
hybrid cloud environment?
 4. Backup
Backup refers to the process of making copies of data or data files to use in the event the original data or data files are lost or destroyed. Secondarily, a
backup may refer to making copies for historical purposes, such as for longitudinal studies, statistics or for historical rec ords or to meet the requirements of a
data retention policy. Many applications, especially in a Windows environment, produce backup files using the .BAK file extension. There are 3 main types of
back up types which are listed below. Most organisations will replicate their backup and have physical copies of their backup in case of collateral damage e.g.
a fire takes down all of the servers/storage.

Full Backup: A full backup is the most complete type of

backup where you clone all the selected data. This includes
files, folders, applications, hard drives and more. The highlight
of a full backup is the minimal time it requires to restore data.
However, since as everything is backed up in one go, it takes
longer to backup compared to other types of backup.

Differential Backup: A differential backup straddles the line

between a full and an incremental backup. This type of backup
involves backing up data that was created or changed since
the last full backup. To put it simply, a full backup is done
initially, and then subsequent backups are run to include all the
changes made to the files and folders.

Incremental Backup: The first backup in an incremental

backup is a full backup. The succeeding backups will only
store changes that were made to the previous backup.
Businesses have more flexibility in spinning these types of
backups as often as they want, with only the most recent
changes stored. Incremental backup requires space to store
only the changes (increments), which allows for lightning-fast
backups.
4. Backup
Overview
Common Backup
Vendors

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Backup Campaigns: Key
Qualifying Questions

1. How much data do you actually back up? In TB

(Terabytes)
2. Where do you back it up to? TAPE, SAN, Cloud, Disk,
Replicate between buildings NAS
3. Do you do incremental backups throughout the week
with a full back up on a Friday?
4. How long does it take for you to do a full back up?
5. What solutions do you currently have in place?
6. Do you have snapshot capabilities?
7. What is your Compression rate? Veeam is 30-60%