MSP-07a » Backup & Recovery Audit

Service Blueprint Bricks » Managed Services Series

Process Details

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Process Description

Backup management is one of the most important core services for IT; clients depend upon it to avoid catastrophic data loss.  All too often, however, the backup configuration is not updated to reflect changes in client systems and the discrepancy is discovered too late - when recovery attempts fail.

MSP Module 07a, Backup and Recovery Audit, provides the process framework for a complete review of the client's backup and recovery environment - from backup planning through backup job results analysis.  The audit can be delivered either as a stand-alone offering or as a tune-up during ongoing backup management services.  This process module addresses stakeholder interviews to validate requirements, a complete audit of the client's backup management system, and remediation of audit deficiencies.

This module consists of the Module Overview Diagram plus 12 pages of detailed process maps personalized for your company.

Benefits
Components
  • Backup issues are identified and remediated before data is lost due to lack of a viable backup following system failure
  • Backup Plans and Recovery Plans are up-to-date and accurate

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:

  • Reduce the risk of data loss due to inability to recover from system failures
  • Determine whether Backup and Recovery Plans are complete
  • Validate backup management is configured properly
  • Recommend corrective actions for issues that are uncovered

At the onset of this process:

  • For existing Backup Management clients: Backup Management is live as a service and a date for the audit has been determined
  • For stand-alone audit engagements: Client has signed a contract for the audit and the opportunity is closed in CRM

Upon completion of this process:

  • Final audit report has been provided to the client
  • Quotes for recommended services and backup solution upgrades have been provided to the client
  • Audit Project has been closed
  • For current Backup Management clients:
    • Service tickets have been initiated for backup management issues
    • Backup and Recovery plans have been updated with audit results
    • Agreed-upon changes to the Backup Management agreement have been initiated

This process module includes these sub-processes:

  • 07a.01 Audit Scheduling and Preparation
  • 07a.02 Backup and Recovery Management Interviews
  • 07a.03 Backup Discovery and Audit
  • 07a.04 Audit Results Compilation
  • 07a.05 Internal Review
  • 07a.06 Backup and Recovery Audit Results Review
  • 07a.07 Remediation of Audit Deficiencies

These metrics and KPIs provide an indication of process performance:

  • Recovery Issues
  • Audit / Test On-time Completion Rate
  • Backup Incident Rate
  • Client Adoption Rate for Recommendations
  • Recovery Attempt Success Rate

Process Overview Diagram