Service Continuity Plan for Desktop Services

Transcription

1 Service Cntinuity Plan fr Desktp Services Service Cntinuity Plan fr Desktp Services Versin /13/2015 The fficial versin f this dcument is in the CS Dcument Database (DcDB). Fermi Natinal Acceleratr Lab Private / Prprietary Cpyright 2009, 2010 All Rights Reserved

2 Service Cntinuity Plan fr Desktp Services DOCUMENT DETAILS GENERAL This dcument is under the Change Management Cntrl Plicy. Descriptin Purpse Applicable t Supersedes Service Cntinuity Plan fr Desktp Services Outline the Service fferings assciated with the service and rles and respnsibilities f the service prvider, custmer, and end-user. All prcesses N/ A Dcument Owner Quintn Healy Owner Org Cre Cmputing Divisin Effective Date 10/13/2015 Review Date Annually VERSION HISTORY Versi n Date Authr(s) Apprved by (if needed) Change Summary /27/2012 Brian McKittrick Initial Creatin /05/2012 Jack Schmidt ASdded infrmatin arund and patching /14/2014 Quintn Healy Frmating, /13/2015 Quintn Healy Annual Review /16/2015 Rland Rams Annual Review by Service Cntinuity Manager Page 2 f 9

3 Service Cntinuity Plan fr Desktp Services DOCUMENT DETAILS PURPOSE SCOPE RECOVERY OBJECTIVES RECOVERY TEAM RECOVERY STRATEGY STRATEGY FOR INITIAL RECOVERY Overall strategy fr intitial recver Strategy fr Staffing Based Offerings Strategy fr Centralized Management Infrastructure OVERALL RECOVERY STRATEGY Strategy fr Staffing Based Offerings Strategy fr Centralized Management Infrastructure RECOVERY SCENARIOS BUILDING NOT ACCESSIBLE Staffing Based Offerings Centralized Management Infrastructure DATA CENTER FAILURE (BUILDING ACCESSIBLE) Staffing Based Offerings Centralized Management Infrastructure COMPONENT WITHIN CENTRALIZED MANAGEMENT INFRASTRUCTURE DOWN Staffing Based Offerings Centralized Management Infrastructure RETURN TO OPERATIONS... 9 Page 3 f 9

4 1.0 PURPOSE Service Cntinuity Plan fr Desktp Services Cmputing Sectr has created an verall IT Service Cntinuity Management Plan that cvers the key areas that each individual plan wuld rely upn in a cntinuity situatin such as cmmand center infrmatin, vital recrds, persnnel infrmatin. The purpse f this dcument is t describe the key infrmatin needed t recver this service in a business cntinuity situatin nce a decisin t invke has been made, and then t manage the business return t nrmal peratin nce the service disruptin has been reslved. 2.0 SCOPE Service Area Desktp Services Service Offerings: Desktp Supprt Technlgy Stre Laner Devices Centralized Management Infrastructure Desktp Engineering Mbile Device Supprt Printer Supprt Service Areas that depend n this service: Nne 3.0 RECOVERY OBJECTIVES Recvery Time Objective (RTO) is defined as the length f time prcesses culd be unavailable befre the dwntime adversely impacts business peratins. Recvery Pint Objective (RPO) is defined as the maximum interval f data lss since the last backup that can be tlerated and still resume the business prcess. Recvery Objectives RTO RPO Name Desktp Supprt 3d n/a Technlgy Stre 10d n/a Laner Devices 14d n/a Centralized Management Infrastructure 12 hurs 7d Desktp Engineering 3d n/a Mbile Device Supprt 14d n/a Printer Supprt 14d n/a Page 4 f 9 Desktp Services is cvered under the Cntinuity f Operatins and Disaster recvery plans fr Cre IT Services and is dependent n Dell Managed Services fr staffing cntinuity.

5 4.0 RECOVERY TEAM Service Cntinuity Plan fr Desktp Services In this sectin describe the ther services, rles, and respnsibly required fr recvering this service. SERVICE/ROLE/FUNCTION RESPONSIBILITY DEPENDENCIES EXPECTED RESPONSE TIME Dell Managed Service Management Staffing Reference Managed Service Cntract Facilities Operatins Services Data center, pwer, envirnment Reference OLA DcDB 4594 Virtual Server Hsting Services Must be able t bt up ur Virtual Machines Reference OLA DcDB 4612 Incident Team Recvery prcess, cmmunicatin Reference Incident Management Business ITIL Prcess Dcuments IT Server Hsting Services Need t marshal recvery team, crdinate with ther service wners, drive recvery peratin Reference OLA DcDB 4316 Netwrked Strage Services Must be able t cnnect t and access SAN, NAS and AFS data vlumes Reference OLA DcDB RECOVERY STRATEGY 5.1 Strategy fr initial recvery The Desktp Service is brken int tw types f fferings; staff-based and infrastructurebased. Mst f the scenaris envlve lss f access t a particular lcatin but the cre infratstructure is up, entire cre infrastructure is dwn, r ne r mre aspects f the Centralized Management Infrastructure ffering Overall strategy fr intitial recver Until essential services and functins are available, Desktp Services will d the fllwing: Current infrmal strategy typically invlves: Assessing the situatin and stabilizing servers t extent pssible. Infrming the Service Desk and s. Infrming, upper management f situatin and status. Cntacting and marshaling additinal team resurces as required. Cntacting OLA partners we depend n t ascertain recvery status their services, if necessary. Cmmunicate and cperate with all interested parties t develp and execute a plan f actin t restre services as sn as pssible Page 5 f 9

6 Service Cntinuity Plan fr Desktp Services Strategy fr Staffing Based Offerings The Desktp Supprt, Technlgy Stre, Laner Devices, Desktp Engineering, Mbile Device Supprt, and Printer Supprt fferings are staff-based fferings. Dwntime fr the fferings are mst likely t be due t facility utage (fire, weather, building hazards), due t ne r mre ther Services being dwn, r weather issues. Nne f these fferings have a RPO cmpnent. Unavailable f Facilities Relcate affected staff t alternate lcatin. FCC can be used in the case f a Wilsn Hall utage and vice versa fr a FCC utage. If the entire site is unavailable due t site wide pwer utage, the Desktp Service will be ffline until the site is repened. Other Service Outage Desktp Service depends n many Services but can functin if ne r tw are dwn. ServiceNw, Netwrking, Authenticatin, etc., are all required fr mst f the fferings. When the ther Services are returned t service, Desktp Services will be available. Weather issues If the entire site is unavailable due t snw, flding, r any ther reasn that Lab senir management deemed necessary t clse the site, the Desktp Service can functin remtely as lng as ther Cre Services are nline. As sn as the site is repened, the Desktp Service will be available Strategy fr Centralized Management Infrastructure Each f the sub fferings listed belw have different Recvery Time Objectives (RTO) and Recvery Pint Objectives (RPO). Antivirus RTO Antivirus (AV) is cnfigured t fall back t the vendr fr updates. Any utage in which a client cannt cntact the Fermilab AV service, the client will check with the vendr. The nly issue wuld be if Desktp Services was asked fr a reprt n the status f clients, specific AV definitins, r immediate definitin deplyment. Nne f these scenaris have ccurred and required less than several days ntice. Recver prcesses are dcument and stred in the Desktp Engineering SharePint site. Estimate time t ttally rebuild the AV service is less than 3 business days. RPO The AV service is lcated n the Central Virtual Infrastructure and a snapsht f the entire management server and database server is dne daily. The data is nt vital fr restring the AV service. The clients will reattach if a new AV server is brught nline and cnfigured the same as the ld server. If clients d nt reattach, the Windws and Mac Central Management services can push an updated client. Page 6 f 9 Mac Central Management RTO The Mac Central Management service des nt currently prvide any functinality that is deemed critical if dwn fr shrt

7 Service Cntinuity Plan fr Desktp Services perids f time. There are nly a few times in the year that the Mac Central Managing service is required in rder fr ther business functins t wrk. The Dev envirnment is identical t the prductin instance and can be quickly cnverted t a new prductin instance. Estimated time t restre the Mac Central Management service is abut 3 business days. RPO The Mac Central Management service is hsted n the Central Virtual Infrastructure and a snap sht is dwn daily. The Linux supprt team als perfrm additinal OS level backups. The client data is nt imprtant since the service nly keeps live data and will reppulate the database with the latest inventry. The service cnfiguratin and structure are cntained within the snapshts and rarely change s any ne f the past few snapshts need be available. Windws Central Management RTO The Windws Central Management service des nt currently prvide any functinality that is deemed critical if dwn fr shrt perids f time. There are nly a few times in the year that the Windws Central Managing service is required in rder fr ther business functins t wrk. Hwever, the current envirnment wuld be difficult t recver frm. Estimated time t restre the Windws Central Management service is abut 7 business days. RPO The Windws Central Management service is hsted n the Central Virtual Infrastructure and a snap sht is dne daily. The client data is nt imprtant since the service nly keeps live data and will reppulate the database with the latest inventry. The service cnfiguratin and structure are cntained within the snapshts and rarely change s any ne f the past few snapshts need be available. Bmgar RTO The Bmgar ffering is used primarily by Desktp Service and the Service Desk t help reslve tickets. An utage f several days can be wrked arund by sending staff t the user instead f remting int the user s cmputer. If the Bmgar appliance was crrupted r the hardware failed, Desktp Services maintains a service cntract with the Vendr (Bmgar). Estimated time t return the Bmgar service is seven (7) business days. RPO Bmgar is manually backed up befre every patch r update, r mnthly. The Bmgar service des nt stre any data ther than list f authrized users and the cnfiguratin fr the service. The backups have that infrmatin and can be restred, Page 7 f 9

8 Service Cntinuity Plan fr Desktp Services with assistance frm the vendr, if need be. The backup des nt need t be current since all changes t the service are dcumented in either a Change recrd r Service Desk ticket and are sufficient t reprduce the cnfiguratin. 5.2 Overall Recvery Strategy Strategy fr Staffing Based Offerings Crdinate with Service Desk, Managed Service Cntract prvider, and ther s t ensure that any needs are priritized s that the Desktp Service can prvide sme level f supprt. Wilsn Hall and FCC bth have supplies f spare cmputers that can be used by Desktp Services staff and rm t stage. Cmmunicate and crdinate with senir managers t ensure Desktp Services can prvide supprt, be it at a limited basis Strategy fr Centralized Management Infrastructure Crdinate with Service Desk, Managed Service Cntract prvider, and ther s t ensure that any needs are priritized s that the Desktp Service can prvide sme level f supprt. Depending n the scenari, the Centralized Management Infrastructure can be dwn fr a perid f time withut impacting the day-t-day business peratin. Desktp Services will cmmunicate and crrdinate with ther service wners t ensure that their peratinns are nt affected by a degradatin r utage within the Centralized Management Infrastructure. 6.0 RECOVERY SCENARIOS Please prvide high-level checklist r plan fr each recvery scenari. If yu have additinal recvery scenaris that need t be accunted fr because they require different prcedures, please dcument them here. If all the scenaris require the same respnse, then yu can state that in this sectin then utline the plan. Fr the checklist/plan please use a list r table frmat t make this easy t pick up and use in a cntinuity situatin. Include links r references and lcatin f actual recvery detailed prcedures. Dcument any key dependencies and cmmand center reprting checkpints. Overall, Desktp Services des nt have frmal checklists fr the service itself r any f the fferings. Individual cmpnents f the Centralized Management Infrastructure have recvery and health checklists. The individual scenaris wuld dictate the type f recvery and Desktp Services wuld make use f infrmatin listed abve in Initial Recvery and Overall Recvery strategies 6.1 Building nt accessible Page 8 f Staffing Based Offerings Actin plan wuld depend n individual circumstances.

9 Service Cntinuity Plan fr Desktp Services Centralized Management Infrastructure As lng as the cre infrastructure is up, access t any particular building is nt necessary. 6.2 Data Center Failure (Building Accessible) Staffing Based Offerings Actin plan wuld depend n individual circumstances. In general, until the Data Center is back nline, many f the Staffing based fferings wuld prbably be used t assist in restring the Data Center Centralized Management Infrastructure As lng as the belief that the infrastructure is sund (nt damaged), the Centralized Management Infrastructure remains dwn. As sn as the Data Center is restred, Desktp Services wuld perfrm a health check n all cmpnents within the ffering. 6.3 Cmpnent within Centralized Management Infrastructure dwn Staffing Based Offerings Actin plan wuld depend n individual circumstances Centralized Management Infrastructure Each cmpnent has their wn recvery prcess that may include recvery frm backup, rebuild and recnnect clients, r ttal rebuild and new client installatin. 7.0 RETURN TO OPERATIONS Depending n the circmestances f the utage, Desktp Services will review the health and stability f each f the ffers t ensure they are fully functinal. Desktp Services will cmmunicate t the Service Desk, Managed Service Cntract prvider, and ther service wners that the service is functining again. Page 9 f 9