MSP-05f » Backup Management

Service Blueprint Bricks » Managed Services Series

Process Details

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Process Description

Clients depend on their service provider to protect their data from loss. They are expecting the provider to proactively identify backup issues and take the necessary corrective actions, ensuring that backup are reliable.

MSP Module 05f, Backup Management, provides a consistent workflow for proactive checks to ensure that backups are operating properly and for corrective actions to avoid backup or recovery failures. It also provides the process framework for implementing changes to system backups in a controlled manager, minimizing risk. Analysis tasks include identification of risks relating to backups and proactive recommendations in response to these risks.

This module consists of the Module Overview Diagram plus 11 pages of detailed process maps personalized for your company.

Benefits
Components
  • Your client's backup problems are proactively identified and resolved, reducing business risk from loss of data
  • Changes to the backup system are implemented in a controlled manner, minimizing future backup problems

Included with your first Service Blueprint Brick for a series:

  • Life Cycle Diagram depicting process modules for the service offering
  • Tutorial on "How to read a Service Blueprint"
  • Kaizen-based guide on "How to deploy a Service Blueprint module"

Included with each Service Blueprint Brick:

  • 11x17 and Legal  PDF versions (A3 version for international clients)
  • Detail Report (describing roles, systems, documents, and KPIs for the module)
  • Task Report (listing all of the onstage and backstage tasks in the process module)
  • Personalization with your logo, roles, and service automation systems

Additional features for Service Blueprint Subscription clients:

  • Editable native MS Visio version of the Service Blueprint
  • Accompanying AntFarm tools and templates such as agendas, project plans, planning tools
  • Access to online Service Blueprint training
Objectives
Entry Conditions
Exit Conditions
Process Topics
KPIs / Metrics

The goals of this process are to:

  • Perform routine tasks necessary to ensure that system backups are operating properly
  • Identify and take corrective action, when warranted, to avoid a backup or recovery failure
  • Implement changes to system backups in a controlled manner, minimizing risk
  • Proactively analyze backup risks and identify recommendations to mitigate them

At the onset of this process:

  • Service Activation is complete for backup management
  • Backup Plan has been defined for the customer
  • Proactive service tickets are generated through Event Management for backup events
  • Recurring service tickets are generated for proactive backup management tasks
  • Service request has been initiated for a change to the backup management configuration
  • (for Proactive Backup Planning) Preparation for the Quarterly Service Review has begun

Upon completion of this process:

  • Proactive backup management tasks are complete and identified backup issues have been resolved
  • Backup management system has been updated to reflect changes in covered systems
  • Backup Plan has been updated to reflect changes in covered systems or the backup strategy
  • Change Management is closed out, when required
  • Asset and Configuration Database is updated with the results of backup management changes
  • Technical input for the Quarterly Service Review is complete

This process module includes these sub-processes:

  • 05f.01 Proactive Backup Management Tasks
  • 05f.02 Proactive Corrective Actions and Issue Resolution
  • 05f.03 Backup Change (MACD) Initiation
  • 05f.04 Backup Management Adds and Changes
  • 05f.05 Backup Management Deletes
  • 05f.06 Backup Change Completion
  • 05f.07 Proactive Planning for Backup Management

These metrics and KPIs provide an indication of process performance:

  • Recovery Issues
  • Aged Proactive Service Ticket Backlog
  • Backup Incident Rate
  • Proactive Task Compliance
  • Recovery Attempt Success Rate

Process Overview Diagram