Data Protection Service Management

Backup and Recovery operations are critical IT services being offered to internal or external customers. In order to guide customers through the process of improving delivery of data protection services, more effectively delivering SLA’s and improving communication of results to customers, Bocada has developed the Data Protection Service Management delivery model. Learn more about how Bocada Enterprise can help improve service delivery, streamline backup operations and reduce costs.

Data Protection Service Management Model

Organizations that view Data Protection as an IT service, offered to either internal or external customers, require a standard set of operational processes in order ensure successful service delivery and drive down operational costs. Developed in partnership with leading enterprise customers and service providers, the Bocada Data Protection Service Management Model (DPSM) is an ITSM like actionable methodology targeted at enhancing the delivery of data protection services. The model outlines a multi-phased approach to assess the overall data protection delivery infrastructure effectiveness, improve the ability to deliver quality data protection and recovery services, publish the results to customers and continuously advance the effectiveness of data protection operations while lowering costs.

Customers that have followed DPSM process guidelines and implemented Bocada Enterprise in conjunction with the model have:

• Reached 99% or greater backup success rates
• Consistently met recoverability goals
• Significantly improved SLA delivery
• Increased customer satisfaction and retention
• Lowered overall backup operations costs by 2-3X

While each phase in the model should be revisited regularly in order to continuously improve operations and lower costs, all organizations should start with the initial assessment health check and then move to the next phases as appropriate. As the IT organization moves from one phase to the next, it realizes a wide range of benefits such as a shift from reactive firefighting to proactive management, gaining better understanding of the quality of the services delivered and continuously improving upon service delivery and customer satisfaction.

The DPSM Model leverages the collective experience of Bocada customers over the past eight years, and draws upon their best practices using the Bocada Enterprise backup reporting solution. Customers include enterprise organizations serving internal business units, as well as MSPs and SaaS providers delivering backup and data protection services to external customers. This model steers organizations through progressive stages of delivery management and helps to incrementally realize higher degrees of customer satisfaction while driving out operational costs. The phases of the model include:

• Heath Check
  • The initial Health Check/Assessment phase helps reveal the true effectiveness of an organization’s data protection environment, enables effective Problem Management by pinpointing, diagnosing and helping eliminate trouble spots and identifying opportunities for improvement.
• Policy Management
  • In the Policy Management Phase, users can evaluate existing policies to ensure they support the goals of the business (examples: are we effectively set up to meet RPOs and RTOs, do we have the right retentions rates in place) This phase exposes areas where Policies and processes can be modified to better ensure success, recoverability and IT business alignment .
• SLA Management
  • Being able to deliver on SLAs is critical for operational excellence and customer satisfaction. In this phase users are encouraged to create a service catalog, accurately set services management SLAs and effectively measure adherence and success rates. Publishing reports promotes better communication results with customers thereby increasing satisfaction rates.
• Change Management
  • DPSM is a continuous process, and therefore tracking change in the data protection environment is critical for exposing areas of risk, identifying unprotected assets, planning capacity requirements and confidently passing compliance audits.
• Operational Excellence
  • Standardizing on the processes developed in previous phases enables streamlined operations, reduced TCO and increased IT business contribution and increased overall customer satisfaction. Our customers realize these general ROI results:
  • Reduction in administrative task costs ~ 40%
  • Eliminates need to build/run scripts
  • Reduces time to identify/remedy problems
  • Automates report publishing
  • Reduction in capital costs ~30%
  • Capacity requirements reduced through eliminating redundant jobs, modifying backup policies, better resource utilization (media)
  • Other ROI factors
  • Reduced risk/costs of downtime
  • Ability to chargeback for services
  • Increased customer satisfaction/reduced attrition