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:

• Phase 1 Initial Assessment
  • This health check helps reveal the effectiveness of an organization's enterprise data protection environment, pinpoints and eliminates trouble spots, reveals resource usage and growth rates and identifies opportunities for improvement.
• Phase 2 Policy Development
  • Data protection and backup policies and processes are reviewed and modified to better ensure success, recoverability, efficient use of backup resources and IT business alignment.
• Phase 3 Services Delivery Management
  • After completing phases 1 & 2, organizations can confidently create and publish a data protection service catalog. Managing SLAs enables organizations to effectively measure adherence and success rates and publish results to customers.
• Phase 4 Risk & Problem Management
  • Utilize information to expose risk areas, eliminate problem areas, track problem resolution, identify unprotected assets and confidently deliver against published SLAs.
• Phase 5 Operational Excellence
  • o Standardizing on the processes developed in previous phases enables streamlined data protection operations, reduced TCO, increased IT business contribution and customer retention.