Disaster Recovery MasteredBy Ruud StroetIT Manager Development & Innovation Infrastructure

Schedule

• Introduction PLUS Retail

• What’s an IT Service

• Business Requirements

• Information System Framework

• Capacity Management

• A Disaster Recovery Moment is always nearby

• Lessons Learned

PLUS Retail

• Supermarket Organization in the Netherlands

• 269 Supermarkets with 229 independent entrepreneurs

• 6 Distribution centers

• 800 FTE’s at HQ + DC

• 1.91 Billion consumer turnover

• 6% market share

• PLUS ambition: To be the best service-oriented supermarket in the Netherlands in 2012

IT Landscape

• Centralized Information Systems

• 3 data centers at OSI Layer 2

• Hardware IBM p-series

• Operating System AIX unix

• Oracle Database Server

• Oracle Application Server

• Oracle Business Intelligence Server

IT Service

The service to an organization

to support

company processes,

provided by ICT

IT Service Components

http://www.itsmf-whitepapers.org/

Changed point of view

• The IT department Previously told the customer what IT could deliver

• The customer defines requirements needed, supported by an IT Service

PLUS Business Requirements

• Non Functional Requirements

– Line of Business Supported Information Systems

• High Availability Fail Over within minutes

• Without data loss

• Fail Over System equal to Production System

• Time to Recover below 4 hours at DR

– Other Information Systems

• Time to Recover below 24 hours at DR

• Fail Over System not necessary the sameas production

Structure of an Information System

PLUS Situation

Outsourcing Partners

Data Centrainhouse

High Availability by Redundancy

ITIL v3Prince2

DYA/Archimate

Wrap-Up

• IT Service Components

– Functionality

– Support

– Functioning = Non Functional Business Requirements

• Information System Structure

– People = Administrators

– Product = Information Technology

– Process = Working Procedure

Capacity Management

• Has to be ensured that the services run on suitable equipment so the desired level of service is achieved

• Availability – 7x24 at 99.99% uptime

• Continuity – proven DR capability

• Performance – transaction per peak hour with an agreed response time from end-to-end

• Capacity – percentage of spare capacity

Case Study Power 1

• Concerns: Energy Company

• Object: Transformer Station

• Privatization increased risk of interruptions

• Solution:

– Uninterruptible Power Supply absorbing short disruption

– Emergency Power Generator absorbing long disruption

• Monthly tests and register

• Find a fuel supplier on Sundays and public holidays

• Make sure the tank has sufficient fuel available

Case Study Power 2

• Power for a critical Server

– Redundant PSU -> A/B power distribution units

– Both A and B have their own UPS

• The critical server is fully redundant, but the power of the modem is equipped with a single adapter.

– Solution

• use a Static Transfer Switch for Single PSU

Always challenge the availability!

• The business wants IT service provided at an agreed amount that meets its business requirements

• Make a DR Plan and Procedures for each fail over

• Once a year test chosen critical components or Information System Fail Over situations, so that:

– Internal administrators know how to handle and are familiar with those techniques

– Communication process optimization between Business, IT and Outsourcings Partners

– Actualize startup scripting

– Needed for external/internal auditing

A Disaster Recovery Moment is always nearby

A Disaster Recovery Moment is always nearby

Lessons learned

• Outsourcing specialization based

• Realization of a controlling role rather than an executing role takes a lot of energy and time

• Make your Disaster Recovery Plan with outsourcing partners together, focus on your communication process

• Periodically test a controlled transition to a back up environment, and test the operation of back up / restore procedures

• Challenged by decision, implement network topology at layer 2 or 3

Questions from IT

• Cover Risks, what needs to be covered?

• Scope for self acting as an infrastructure specialist

• Continuous checking the whether the taken decisions still cover the investment. Are risks, impacts still the same?

• Maintenance Window in 24x7 economy

Answers

Non Functional Business Requirements

are needed to cover those questions

Discuss and improve the availability periodically with your outsourcing

partners

Questions

www.axi.be

Contact: AXI ITSluc.vlaeminckx@axi.be

+32/495/23.82.07

IT OutsourcingspartnerPLUS Retail

Ruud Stroetrstroet@plusretail.nl