Get Instant Access
to This Blueprint

Infrastructure Operations icon

Bridge the Gap between Service Management & Disaster Recovery

Treating DR as separate from normal IT operations leaves organizations vulnerable to common causes of extended service interruptions.

  • If a tornado destroys your data center, that’s an obvious DR scenario. However, the vast majority of extended service interruptions are caused by relatively minor events, such as hardware issues, isolated power or network outages, etc., that typically fall initially under service management procedures.
  • IT leaders can fall victim to the “IT hero” and the familiar refrain of “I just need five more minutes,” or maintenance crews promising that it should only take a couple hours to restore power or network connectivity, and wait too long to initiate DR procedures.
  • On the other hand, declaring a disaster is rarely a no-cost scenario, and should not be done lightly. For example, vendors often apply a surcharge to activate a hot site. At the very least, it’s a disruption to previously scheduled work as both IT and business leaders convene to manage the DR. IT leaders need guidance on when to escalate to DR procedures.

Our Advice

Critical Insight

  • Incorporating DR scenarios into service management processes leads to better decisions about how to respond to less obvious DR scenarios, when to escalate those incidents, and whether to initiate recovery procedures rather than continue troubleshooting.
  • Both service management and DR procedures require a strong understanding of the relative importance of the various systems used by the business. Incident response and recovery timelines for a mission critical system need to be shorter than for a relatively unimportant system.

Impact and Result

  • Understand how service management processes can help you meet your Recovery Point Objectives (RPOs) and Recovery Time Objectives (RTOs).
  • Perform a business impact analysis to establish system criticality and recovery objectives.
  • Extend service management processes to account for disaster scenarios, and to reflect different levels of system criticality as identified by the business impact analysis.

Bridge the Gap between Service Management & Disaster Recovery Research & Tools

1. Bridge the gap between service management and disaster recovery

Incorporate DR scenarios and timelines into service management processes.

2. Identify system criticality and set RPO and RTO requirements

Perform a business impact analysis.

3. Account for disaster scenarios in your severity definitions and response times

Ensure service management processes mesh with DR timeline requirements.

Bridge the Gap between Service Management & Disaster Recovery preview picture

About Info-Tech

Info-Tech Research Group is the world’s fastest-growing information technology research and advisory company, proudly serving over 30,000 IT professionals.

We produce unbiased and highly relevant research to help CIOs and IT leaders make strategic, timely, and well-informed decisions. We partner closely with IT teams to provide everything they need, from actionable tools to analyst guidance, ensuring they deliver measurable results for their organizations.

What Is a Blueprint?

A blueprint is designed to be a roadmap, containing a methodology and the tools and templates you need to solve your IT problems.

Each blueprint can be accompanied by a Guided Implementation that provides you access to our world-class analysts to help you get through the project.

Talk to an Analyst

Our analyst calls are focused on helping our members use the research we produce, and our experts will guide you to successful project completion.

Book an Analyst Call on This Topic

You can start as early as tomorrow morning. Our analysts will explain the process during your first call.

Get Advice From a Subject Matter Expert

Each call will focus on explaining the material and helping you to plan your project, interpret and analyze the results of each project step, and set the direction for your next project step.

Unlock Sample Research


Frank Trovato

Darin Stahl


  • Yogi Shulz, President, Corvelle Consulting
  • Terry Rennaker, Vice President, Skanska USA Building
  • Larry Liss, Chief Technology Officer, Blank Rome LLP
  • Paul Beaudry, Assistant Vice-President of Technical Services, Richardson International
  • Michael Gordon, Group IT Projects Manager, PMP (NZ) LIMITED
  • Plus five anonymous contributors
Visit our IT Cost Optimization Center
Over 100 analysts waiting to take your call right now: 1-519-432-3550 x2019