As IT has permeated further into every industry, the demands and expectations of service have also increased. Monday morning systems failures are no longer acceptable and neither is Sunday afternoons or 2am on a Thursday, so it is imperative as an IT team to maintain up time.
The criticality of the system or service will dictate the response time required as each comes with a cost. In a previous tip we highlighted the differences in resilience methods and how they can increase the availability of the systems.
Make sure you know the criticality of each system and what the effect of an outage will be. This should form part of the service level agreement (SLA) that you create between IT and the business.
In the worst cases the company’s business continuity plan (BCP) may need to be invoked, so make sure that alongside your SLA you have created a disaster recovery (DR) plan that all key managers are aware of and know what to do.