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Recovery team checklist 1 страница



To facilitate the execution of key activities in a timely manner, a checklist similar to the following should be used.

Task Target completion Actual completion
Confirm invocation    
Initiate call tree and escalation procedures    
Instigate and interface with any other recovery plans necessary (e.g. BCP, Crisis Management, Emergency Response Plan)    
Arrange for backup media and documentation to be shipped to recovery site(s)    
Establish recovery teams    
Initiate recovery actions    
Confirm progress reporting    
Inform recovery team of reporting requirements    
Confirm liaison requirements with all recovery teams    
Advise customers and management of estimated recovery completion    
     
     
     

RECOVERY PROCEDURE

Enter recovery instructions/procedures or references to all recovery procedures here.

Content/format should be in line with company standards for procedures. If there are none, guidance should be issued by the Manager or Team Leader for the area responsible for the system, Infrastructure, services or facility. The only guideline is that the instructions should be capable of being executed by an experienced professional without undue reliance on local knowledge.

Where necessary, references should be made to supporting documentation (and its location), diagrams and other information sources. This should include the document reference number (if it exists). It is the responsibility of the plan author to ensure that this information is maintained with this plan. If there is only a limited amount of supporting information, it may be easier for this to be included within the plan, providing this plan remains easy to read/follow and does not become too cumbersome.


Further information

References

1. Service Strategy

2. Service Transition

3. Service Operation

4. Continual Service Improvement

5. Peter Drucker

6. COBIT – ISACA

7. CMMI – CMU

8. eSCM-Service Portfolio – CMU

9. PRINCE2 – OGC

10. ISO 9000

11. ISO/IEC 20000

12. ISO 27001

13. Enterprise Architecture – Gartner

14. Plan Do Check Act – W Edwards Deming



15. Balanced Scorecard – Kaplan/Norton

16. Service Oriented Architecture – OASIS

17. Management of Risk – OGC

18. Recommended Practice for Software Requirements Specification (IEEE 830)

19. The Software Engineering Body of Knowledge (SWEBOK)

20. Object Management Architecture – OMG

21. Common Information Model (CIM) – DMTF

22. Web-Based Enterprise Management (WEBM) – DMTF

23. Application Management Specification – IBM

24. Windows Management Instrumentation – Microsoft

25. Desktop Management Instrumentation – Windows

26. Six Sigma – Motorola Inc

27. Dynamics of Software Development – Jim McCarthy

28. Requirements engineering; examples of tacit and explicit knowledge (Maiden & Rugg, 1995)

29. Business Analysis – Deborah Paul and Donald Yeates

30. Principles of Data Management – Keith Gordon

31. Practical Data Migration – John Morris


Glossary

Acronyms list

ACD Automatic Call Distribution
AM Availability Management
AMIS Availability Management Information System
ASP Application Service provider
BCM Business Capacity Management
BCM Business Continuity Management
BCP Business Continuity Plan
BIA Business Impact Analysis
BRM Business Relationship Manager
BSI British Standards Institution
BSM Business Service Management
CAB Change Advisory Board
CAB/EC Change Advisory Board/Emergency Committee
CAPEX Capital Expenditure
CCM Component Capacity Management
CFIA Component Failure Impact Analysis
CI Configuration Item
CMDB Configuration Management Database
CMIS Capacity Management Information System
CMM Capability Maturity Model
CMMI Capability Maturity Model Integration
CMS Configuration Management System
COTS Commercial off the Shelf
CSF Critical Success Factor
CSI Continual Service Improvement
CSIP Continual Service Improvement Plan
CSP Core Service Package
CTI Computer Telephony Integration
DIKW Data–to–Information–to–Knowledge–to–Wisdom
ELS Early Life Support
eSCM–CL eSourcing Capability Model for Client Organizations
eSCM–SP eSourcing Capability Model for Service providers
FMEA Failure Modes and Effects Analysis
FTA Fault Tree Analysis
IRR Internal Rate of Return
ISG IT Steering Group
ISM Information Security Management
ISMS Information Security Management System
ISO International Organization for Standardization
ISP Internet Service provider
IT Information Technology
ITSCM IT Service Continuity Management
ITSM IT Service Management
itSMF IT Service Management Forum
IVR Interactive Voice Response
KEDB Known Error Database
KPI Key Performance Indicator
LOS Line of Service
M_o_R Management of Risk
MTBF Mean Time Between Failures
MTBSI Mean Time Between Service Incidents
MTRS Mean Time to Restore Service
MTTR Mean Time To Repair
NPV Net Present Value
OGC Office of Government Commerce
OLA Operational Level Agreement
OPEX Operational Expenditure
OPSI Office of Public Sector Information
PBA Pattern of Business Activity
PIR Post-Implementation Review
PFS Prerequisite for Success
PSO Projected Service Outage
QA Quality Assurance
QMS Quality Management System
RCA Root cause Analysis
RFC Request for Change
ROI Return on Investment
RPO Recovery Point Objective
RTO Recovery Time Objective
SoC Separation of concerns
SAC Service Acceptance Criteria
SACM Service asset and Configuration Management
SCD Supplier and contract database
SCM Service Capacity Management
SDP Service Design Package
SFA Service Failure Analysis
SIP Service Improvement Plan
SKMS Service Knowledge Management System
SLA Service Level Agreement
SLM Service Level Management
SLP Service level package
SLR Service Level Requirement
SMO Service Maintenance Objective
SOP Standard Operating Procedures
SOR Statement of requirements
SPI Service provider Interface
SPM Service Portfolio Management
SPO Service Provisioning Optimization
SPoF Single Point of Failure
TO Technical Observation
TOR Terms of reference
TCO Total Cost of Ownership
TCU Total Cost of Utilization
TQM Total Quality Management
UC Underpinning Contract
UP User Profile
VBF Vital Business Function
VOI Value on Investment
WIP Work in Progress

 


Definitions list

The publication names included in parentheses after the name of a term identify where a reader can find more information about that term. This is either because the term is primarily used by that publication or because additional useful information about that term can be found there. Terms without a publication name associated with them may be used generally by several publications, or may not be defined in any greater detail than can be found in the glossary, i.e. we only point readers to somewhere they can expect to expand on their knowledge or to see a greater context. Terms with multiple publication names are expanded on in multiple publications.

Where the definition of a term includes another term, those related terms are highlighted in a second colour. This is designed to help the reader with their understanding by pointing them to additional definitions that are all part of the original term they were interested in. The form ‘See also Term X, Term Y’ is used at the end of a definition where an important related term is not used with the text of the definition itself.





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