Storyboard: Bridge the Gap between Service Management and Disaster Recovery

Author(s): Frank Trovato


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The majority of extended service interruptions are caused by relatively minor events such as hardware or software failures, not major events such as natural disaster. The challenge is recognizing when to escalate such incidents from service management to DR.

Without clear escalation rules, IT leaders can fall victim to the “IT hero” and the familiar refrain of “I just need five more minutes to fix this,” and wait too long to failover to a standby system or hot site. Similarly, if there is a local power or network outage, and maintenance crews estimate a couple hours to repair the problem, do you wait or start preparing to failover to standby systems or a DR hot site?

The solution lies in better integrating DR and service management procedures. To that end, this report will walk you through:

  • How service management processes can help you meet your recovery time objectives
  • Performing a business impact analysis to establish system criticality and recovery objectives, which are key to both service management and DR.
  • Extending service manage processes to account for disaster scenarios and be in line with recovery timelines.

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