IT Service Management

Service Continuity Management

The relations that can be established in 4me between configuration item (CI) records can also be used to facilitate the service continuity management practice. By identifying the CIs that can be used to replace other CIs when a specific site is about to be, or has already been, hit by a disaster, continuity managers can make sure that each CI that may need to be recovered in case of a disaster has a continuity relation with a CI at a different site.

But more and more organizations are making far more extensive use of 4me to support their service continuity management practice. They have realized that 4me can be used to manage their service recoveries when one of their sites is struck by a disaster. Because 4me’s infrastructure is load-balanced over three separate data centers and is architected to withstand 2 simultaneous disasters, organizations can assume that 4me will still be available when one of their sites are no longer available. In such cases, their service recovery team will still be able to securely get together on 4me using the public internet for their homes, hotels or coffee shops.

Their access to 4me allows them to use the change templates for the recovery of the services that have become unavailable. Each of these templates contains the workflow that describes a service recovery plan. The workflow consists of multiple recovery tasks, each with detailed instructions.

Each recovery change template is prepared in advance so that it is available for periodic recovery testing or an actual disaster recovery.  A recovery change template automatically generates the entire recovery plan for a specific service.  Once generated, a recovery manager can assign the recovery tasks to the available members of the recovery team and track their progress in real time.  Throughout the recovery, the Change Calendar can be used to avoid conflicts between the recovery tasks (see Change Management).