ITSM Tools Operation Continuity Plan Example

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Griselda Osborne
8 years ago
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1 ITSM Tools Operation Continuity Plan Example 1 Table of Contents 2 Introduction Invocation Scope Data Dependencies and Considerations Security and Access Considerations External Dependencies and Considerations Recovery Team and Communication Recovery Procedure and Configuration Details Checklist of Key Actions or Milestones Testing and Validation Steps Return-To-Normal-Operation Procedures

.. 3 7 External Dependencies and Considerations... 3 8 Recovery Team and Communication.

2 2 Introduction [Note: This section provides an overview of the plan. Why the plan exists? Who is the owner accountable for drafting and/or executing plan? How will the plan be maintained and tested for validity or accuracy? Any other high-level, overview information about the plan will be helpful to include in this section.] This document details the instructions and procedures that are required to be followed to recover the operation of ITSM system during a disaster recovery (DR) scenario. The goal is to maintain service continuity to the level defined and agreed upon previously with the key system stakeholders. 3 Invocation [Note: This section includes the comments on what conditions will trigger the actions to invoke this plan. It is important to point out who will be authorized to invoke and to implement this plan. It is also important to outline the availability requirements and targets once the plan is invoked.] The DR environment will be invoked when the ITSM application has become continuously unavailable for more than 2 hours due to an unplanned system outage. The DR procedures can also be put in motion by management s decision due to an event that is not necessarily a system outage. 4 Scope [Note: This section describes the ITSM modules, systems, infrastructure, services and facilities that will be part of this plan. This could include the actual server names, databases, and other components deemed essential and critical for the operations of the ITSM tools. If you have a CMDB with the relationships documented, those relationships between the system components and your plan should be consistent with each other.] Production Application Server Details Server Name APPABC01 Production Los Angeles IP Address Operating System Microsoft Windows Server 2008 Production Database Server Details Server Name DBMXYZ01 Production Los Angeles IP Address

] This document details the instructions and procedures that are required to be followed to recover the operation of ITSM system during a disaster recovery (DR) scenario.

3 SQL Instance Name MSSQL001 SQL Version Microsoft SQL Server 2008, Enterprise Edition Databases ITSM-IM-DB, ITSM-CMDB, ITSM-SYS DR Application Server Details Server Name APPABC80 DR New York IP Address Operating System Microsoft Windows Server 2003 R2 DR Database Server Details Server Name DBMXYZ80 DR New York IP Address SQL Instance Name MSSQL001 SQL Version Microsoft SQL Server 2008, Enterprise Edition Databases ITSM-IM-DB, ITSM-CMDB, ITSM-SYS 5 Data Dependencies and Considerations [Note: This section includes comments about the data requirements that need to be met before the recovery plan can be implemented. What data is needed for the recovery and what preparation activities are required to get the data in place? The key objective here is not to lose data, during recovery and post recovery.] 6 Security and Access Considerations [Note: This section includes the important details about the security and access related matters. For example, what access rights will your systems and personnel require in order to fully execute the plan? Figure out those security and access details beforehand and document them in the plan.] 7 External Dependencies and Considerations [Note: This section calls out the systems, infrastructure, service, facility or interfaces that are external to the ITSM system but have inter-system dependencies that should be documented.] External Systems Dependency Details Contact 3

0.0.190 Operating System Microsoft Windows Server 2003 R2 DR Database Server Details Server Name DBMXYZ80 DR New York IP 0.0.191 SQL Instance Name MSSQL001 SQL Version Microsoft SQL Server 2008,

4 8 Recovery Team and Communication [Note: The section spells out the key roles and the staff members who will be responsible for implementing the plan. Also, if your organization has a major incident handling practice with standard communication and reporting requirements, you can cover the pertinent details within this section or at least make a reference to it.] Name Organization Location Contact Details 9 Recovery Procedure and Configuration Details [Note: This section outlines the recovery instructions and procedures with as many details as necessary for a successful recovery. This section also provides all configuration details that need to be in place in order for the recovery solution to work as designed] 10 Checklist of Key Actions or Milestones Tasks (Example) Confirm Invocation has taken place Initiate calls and establish recovery team structure Arrange for backup media, vital records to be shipped from off-site store to recovery site Establish team rotation during the recovery process Confirm progress reporting requirements Confirm liaison requirements with other recovery teams Initiate recovery actions Perform testing and validation Open DR system for use and complete the recovery Bring production system online and return to normal operation Shut down DR system and return it to stand-by mode Target Completion Actual Completion 11 Testing and Validation Steps 4

5 [Note: This section outlines the detailed testing strategy and validation activities required to implement the recovery plan. The section should contain information that can be used during the testing such as: What are the success criteria for the test objectives? What are the assumptions defined for this test, if any? When is the testing window? How should the security setup be taken into consideration? Which tool modules will be tested? Who will be conducting the test? What are the steps to validate the application and data integrity?] 12 Return-To-Normal-Operation Procedures [Note: This section describes the instructions/procedures necessary to return to the normal production environment once it has been restored. This section will also include the necessary testing and validation steps to ensure that the production system is back in full operation, so the DR system can be fully shut down and return to the stand-by mode.] 5

When is the testing window? How should the security setup be taken into consideration? Which tool modules will be tested? Who will be conducting the test?

ESKITP6036 IT Disaster Recovery Level 5 Role

ESKITP6036 IT Disaster Recovery Level 5 Role Overview This sub-discipline is about the competencies required in order to manage all aspect of Disaster Recovery (DR), as it applies to IT within an organisation. ESKITP6036 1 Performance criteria You