Extending Service Management to Account for Disaster Recovery Scenarios
An Info-Tech survey found that in-house software and hardware issues were the most common cause of unacceptable downtime – not power outages, network failures, or natural disasters.
Part of the cause is a lack of integration between service management and DR procedures. For example, escalation timelines in service management processes that do not take into account DR prep time or overall recovery time objectives.
Organizations that are most successful in managing these scenarios treat their DRP as an extension of their service management procedures.