{"id":25168,"date":"2022-01-26T12:10:50","date_gmt":"2022-01-26T17:10:50","guid":{"rendered":"https:\/\/michigan.it.umich.edu\/news\/?p=25168"},"modified":"2024-07-08T06:04:25","modified_gmt":"2024-07-08T10:04:25","slug":"its-service-center-uses-disaster-recovery-plan-to-adapt-quickly","status":"publish","type":"post","link":"https:\/\/michigan.it.umich.edu\/news\/2022\/01\/26\/its-service-center-uses-disaster-recovery-plan-to-adapt-quickly\/","title":{"rendered":"ITS Service Center uses Disaster Recovery Plan to adapt quickly"},"content":{"rendered":"\n<div class=\"wp-block-image\"><figure class=\"aligncenter size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"387\" height=\"267\" src=\"https:\/\/michigan.it.umich.edu\/news\/wp-content\/uploads\/2022\/01\/clipart29038.png\" alt=\"Two red figures put a bandage on an illustration of Earth\" class=\"wp-image-25171\" srcset=\"https:\/\/michigan.it.umich.edu\/news\/wp-content\/uploads\/2022\/01\/clipart29038.png 387w, https:\/\/michigan.it.umich.edu\/news\/wp-content\/uploads\/2022\/01\/clipart29038-300x207.png 300w, https:\/\/michigan.it.umich.edu\/news\/wp-content\/uploads\/2022\/01\/clipart29038-60x42.png 60w\" sizes=\"auto, (max-width: 387px) 100vw, 387px\" \/><\/figure><\/div>\n\n\n\n<p class=\"wp-block-paragraph\">On December 7, due to an outage with AWS US-East-1, the Information and Technology Services (ITS) Server Center&#8217;s Amazon Connect call center software could not receive calls or chats, leaving callers getting only a busy signal and chatters getting no response at all. While multiple systems were impacted (including Canvas, MiVideo, and Code42 Crashplan), the Service Center turned to their Disaster Recovery (DR) plan to quickly switch to another Amazon region for backup service. This enabled the Service Center to quickly bring back reliable service and receive calls until the outage was resolved several hours later.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The Disaster Recovery Process is focused on documenting detailed procedures to enable the recovery of the IT infrastructure, systems, and applications vital to an organization after a disaster. A \u201cdisaster\u201d is an extreme, prolonged disruption to daily operations for your team or organization, such as those caused by a natural disaster, widespread power outage, or even ransomware. Planning for the worst case scenario also enables teams to adapt more quickly to less intense disruptions.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">When creating the Disaster Recovery Plan for your team or organization, follow the Disaster Recovery planning process:<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li><strong>Write it<\/strong>: Identify the business-critical systems that need a Disaster recovery plan and dedicate the time needed to document how to recover this system back to an operational state.<ul><li>Ask \u201cWhat if disaster strikes tomorrow?\u201d Your team\u2019s DR plan should cover interruptions that could happen now rather than waiting until after the next upgrade or when you believe your team may have downtime.<\/li><li>Actively pursue feedback from your team, your stakeholders, and other teams that have work and services that are integrated with your team\u2019s work and services.<\/li><\/ul><\/li><li><strong>Test it<\/strong>: Exercise the plan in a tabletop, drill, or practical test. This ensures everyone with a role in the plan understands their responsibilities, and will allow you to see holes or misunderstandings in your plan.&nbsp;<\/li><li><strong>Maintain it<\/strong>: Dedicate working time to yearly review the document, as well when systems are updated or other factors change.&nbsp;<\/li><\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">While creating a Disaster Recovery Plan can be challenging, it is vital work that will enable your team, and your organization, to respond immediately in a crisis. The ITS Service Center\u2019s work in creating their own DR plan not only aided the Service Center, but also each member of the U-M community as they were able to receive the customer support during an outage that affected many services on campus. The ITS Service Center prioritized Disaster Recovery work and the entire university community experienced the benefit.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">For more information on how to create a Disaster Recovery Plan for your team, refer to the following resources:<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li><a href=\"https:\/\/safecomputing.umich.edu\/protect-the-u\/protect-your-unit\/disaster-recovery-management\">Disaster Recovery Management\u00a0<\/a><\/li><li><a href=\"https:\/\/it.umich.edu\/information-technology-policies\/general-policies\/DS-12\">Disaster Recovery Planning and Data Backup for Information Systems and Services<\/a>\u00a0<\/li><li><a href=\"https:\/\/it.umich.edu\/community\/michigan-it-symposium\/2021\/presentations\/will-you-be-ready-when-disaster-strikes-video\">Will you be ready when disaster strikes?<\/a> (Video &#8211; Michigan IT Symposium)<\/li><\/ul>\n","protected":false},"excerpt":{"rendered":"<p>On December 7, due to an outage with AWS US-East-1, the Information and Technology Services (ITS) Server Center&#8217;s Amazon Connect call center software could not receive calls or chats, leaving callers getting only a busy signal and chatters getting no response at all. While multiple systems were impacted (including Canvas, MiVideo, and Code42 Crashplan), the Service Center turned\u2026 <span class=\"read-more\"><a href=\"https:\/\/michigan.it.umich.edu\/news\/2022\/01\/26\/its-service-center-uses-disaster-recovery-plan-to-adapt-quickly\/\">Read More &raquo;<\/a><\/span><\/p>\n","protected":false},"author":61,"featured_media":25171,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_uag_custom_page_level_css":"","_umich_oidc_access":"","_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"_ef_editorial_meta_date_first-draft-date":"","_ef_editorial_meta_paragraph_assignment":"","_ef_editorial_meta_checkbox_needs-photo":"","_ef_editorial_meta_number_word-count":"","footnotes":""},"categories":[27],"tags":[488,940],"class_list":["post-25168","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-safe-computing","tag-cybersecurity","tag-information-assurance"],"uagb_featured_image_src":{"full":["https:\/\/michigan.it.umich.edu\/news\/wp-content\/uploads\/2022\/01\/clipart29038.png",387,267,false],"thumbnail":["https:\/\/michigan.it.umich.edu\/news\/wp-content\/uploads\/2022\/01\/clipart29038.png",386,266,false],"medium":["https:\/\/michigan.it.umich.edu\/news\/wp-content\/uploads\/2022\/01\/clipart29038-300x207.png",300,207,true],"medium_large":["https:\/\/michigan.it.umich.edu\/news\/wp-content\/uploads\/2022\/01\/clipart29038.png",387,267,false],"large":["https:\/\/michigan.it.umich.edu\/news\/wp-content\/uploads\/2022\/01\/clipart29038.png",387,267,false],"1536x1536":["https:\/\/michigan.it.umich.edu\/news\/wp-content\/uploads\/2022\/01\/clipart29038.png",387,267,false],"2048x2048":["https:\/\/michigan.it.umich.edu\/news\/wp-content\/uploads\/2022\/01\/clipart29038.png",387,267,false],"excerpt-thumbnail":["https:\/\/michigan.it.umich.edu\/news\/wp-content\/uploads\/2022\/01\/clipart29038-200x140.png",200,140,true],"themonic-thumbnail":["https:\/\/michigan.it.umich.edu\/news\/wp-content\/uploads\/2022\/01\/clipart29038-60x42.png",60,42,true],"ioslider-thumbnail":["https:\/\/michigan.it.umich.edu\/news\/wp-content\/uploads\/2022\/01\/clipart29038.png",387,267,false],"post-thumbnail":["https:\/\/michigan.it.umich.edu\/news\/wp-content\/uploads\/2022\/01\/clipart29038.png",387,267,false],"400x250-crop":["https:\/\/michigan.it.umich.edu\/news\/wp-content\/uploads\/2022\/01\/clipart29038-387x250.png",387,250,true]},"uagb_author_info":{"display_name":"Jennifer Wilkerson, ITS Support Services and Emerging Technology","author_link":"https:\/\/michigan.it.umich.edu\/news\/author\/jmruk\/"},"uagb_comment_info":0,"uagb_excerpt":"On December 7, due to an outage with AWS US-East-1, the Information and Technology Services (ITS) Server Center&#8217;s Amazon Connect call center software could not receive calls or chats, leaving callers getting only a busy signal and chatters getting no response at all. While multiple systems were impacted (including Canvas, MiVideo, and Code42 Crashplan), the&hellip;","_links":{"self":[{"href":"https:\/\/michigan.it.umich.edu\/news\/wp-json\/wp\/v2\/posts\/25168","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/michigan.it.umich.edu\/news\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/michigan.it.umich.edu\/news\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/michigan.it.umich.edu\/news\/wp-json\/wp\/v2\/users\/61"}],"replies":[{"embeddable":true,"href":"https:\/\/michigan.it.umich.edu\/news\/wp-json\/wp\/v2\/comments?post=25168"}],"version-history":[{"count":6,"href":"https:\/\/michigan.it.umich.edu\/news\/wp-json\/wp\/v2\/posts\/25168\/revisions"}],"predecessor-version":[{"id":25213,"href":"https:\/\/michigan.it.umich.edu\/news\/wp-json\/wp\/v2\/posts\/25168\/revisions\/25213"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/michigan.it.umich.edu\/news\/wp-json\/wp\/v2\/media\/25171"}],"wp:attachment":[{"href":"https:\/\/michigan.it.umich.edu\/news\/wp-json\/wp\/v2\/media?parent=25168"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/michigan.it.umich.edu\/news\/wp-json\/wp\/v2\/categories?post=25168"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/michigan.it.umich.edu\/news\/wp-json\/wp\/v2\/tags?post=25168"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}