Data Backup & Restore

Owned by Mei Sun
Nov 04, 2022
2 min read

 

ITIL Standard

 

Assumptions

•Data backup and restore requests are fulfilled by the City’s TSD

•Data backup refers to backups at the database or OS level

•Data backup and restore requests must follow the request management process

•Data backup:

•Automated process based on a set schedule

•Application admins can request on-demand backups during new changes, system upgrades, and configuration changes

•Data restore:

•Can be used to baseline lower environments

•Only application admins can request data restoration due to loss of data, infrastructure failures or backouts of new changes

Goal

The primary goal of the data backup and restore process is to protect valuable data by making periodic backups to a separate location. Backups can be used during disaster recovery to restore the system back to operational state and to minimize downtime.

Objectives

  1. Maintain the data integrity by having backups of data that can be used in the event of data corruption or data loss.

2. Maintain a production copy that can be used in the event of a failed implementation and the need to roll back changes.

3. The ability to use production copy to re-base lower environments.

4. Backups are made on a scheduled basis to insure no loss of data between each backup.

Workflow

1.Receive data backup request

§Scheduled task

§EWMS Support (Tier2)

§TIS (Tier3)

§Other Processes

2.Review & Approval

§Route request to Fulfilment Team

3.Fulfil the Request

4.Close Request

Data Backup Process Initiation

Data backup process begins with a service request being raised by:

•Scheduled task

•An IT system admin

•3rd Party Service Provider or Vendor.

•Other Processes 

Data Restore Process Initiation

Data restore process begins with a service request being raised by:

•An IT system admin

•Self Service (Service Catalog)

 

Roles and Responsibilities

Role

Description

Process Owner

•Owns the process end-to-end, including the RACI, process & procedural steps, roles & definitions

•Accountable for maturing and evolving the process, based on monthly/quarterly/yearly review of process KPIs

•Adjusts the process to address performance or changing business need

Requestor

•The individual who is submitting the request

Approver

•The individual or role who must agree that the request should be fulfilled from a business perspective. Typically a Business Manager or IT Tech-Manager

Fulfilment Team(s)

(Tier 2 or Tier 3)

•The group responsible for coordinating and fulfilling the requests and have both the knowledge and the authorization to do so.

•Queue Manager(s) assign tasks to resources, and oversee those fulfillment activities

Scenarios

Exceptions to Standard

Exceptions based on Divisional practices

•Service level agreements

•Support models

Exceptions based on Type of Backup / Restore

•Disaster Recovery Process

Tools and References