The paper then reveals a methodical, step by step process for implementing an SLA, from drawing up the initial requirements, to using the SLA to drive continuous improvements that are squarely focused on strategic business value.
Service Level
Agreements
Proving the Business Value
of Data Protection
September 2005Table of Contents
. Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3. Service Level Agreements (SLA). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3. The Key to SLAs: Making Data Protection Measurable . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5. Step One: Assess the Data Protection Environment. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5. Step Two: Align the Degree of Protection with Business Goals . . . . . . . . . . . . . . . . . . . . . . . . . 6. Step Three: Identify the Specific Terms of the SLA . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7. Step Four: Remedy Service Shortfalls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8. Step Five: Prove Performance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8. Summary and Conclusion . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9. About Bocada . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Service Level Agreements:Proving the Business Value of Data ProtectionBocada, Inc. 2Introduction
Data protection activities are typically seen as operational, rather than strategic to the business. Proving businessvalue has been difficult because the focus has always been on the procedures of "backup" rather than the broadergoal: to ensure the continued availability and ongoing retention of extremely valuable and vital corporate assets.
When there is uncertainty about whether data is truly protected - a strategic business concern - the typicalremedy is simply to run more backups. When IT departments operate in this reactive mode, the perception is thatdata protection is an operational "black hole." The company throws in money with no certainty or visibility into the outcome or return on investment. And like a black hole, the data protection activities themselves are invisible. The IT department only gains recognition when something breaks - a server fails, and then missed or failed backupsresult in irrecoverable data. Bringing focus only on the failures results in a negative, skewed and undeserved perception of the IT department, and is a situation that is all too common.
SLAs in Action: Case Study
Enterprise Profiled. Fortune 100 software company
Business Imperative. Verify that critical data is protected
Key Elements of SLA. Ensure that backups are scheduled and executed in accordance withdaily change requests from data owners. Capture information 24x7 and detect failures at all times. Achieve overall success rate of 98%
Result. Goal of 98% success rate met for 12 consecutive quarters
Service Level Agreements (SLAs)
Service Level Agreements (SLAs) are gaining traction as a way for proactive IT departments to demonstrate and prove the value of their data protection services.
SLAs are essential parts of the contract when enterprises outsource data protection to third-party providers. Butmore and more, in-house data protection teams are discovering that implementing SLAs for their internal customersis an extraordinarily effective way to not only prove the value of their services, but drive down the cost to thecompany by matching service cost to data value.
Service Level Agreements:Proving the Business Value of Data ProtectionBocada, Inc. 3A well-crafted SLA assists all parties:The service provider or IT organization, by specifically defining customer expectations and levels of service.For contracted providers, it also stipulates penalties and/or payment for inadequate service, or bonuses when goals are exceeded.The client or data owner, by furnishing complete knowledge of the services to be delivered, and guarantees of performance backed by specific penalties.The CIO, who can implement specific standards and practices for data protection squarely focused on business objectives, and demonstrate to business managers the capabilities and limitatio... [download for more]
