Client AMP Challenge Ensure minimum backup failures so that the data could be successfully restored. Solution CSC India in tandem with the Australian EBE team started 24x7 activities towards implementation of backup improvements. Results As per AMP backup Service Level Agreement (SLA) chart, the turnaround in backup performance for the last three months has drastically improved. Related Information: AMP backup Service Level Agreement (SLA) chart

Pleased with the consistent and proactive working style of the GIS India Event Management Center (EMC) Backup team on three of the accounts, the Storage Manager of the Australian client requested the India team to commence backup failure monitoring for Enterprise Backup Environments (EBEs) in Australia.

To begin with, our GIS EMC team initiated the Knowledge Transfer from the client locations in Sydney, Perth, and Melbourne. Having gathered the information from a local staff, the India team moved ahead implementing round-the-clock backup monitoring for EBEs. The success of the data backup improvement strengthened the client’s faith in moving work to CSC India for this project.

Challenge
Data recovery is today, a very significant focus area within the storage space. The business challenge was to ensure minimum backup failures so that the data could be successfully restored and aid in more efficient Disaster Recovery (DR). Also incase of backup failure, the team should be able to re-run the backup system or escalate the issue to respective resolvers for quick recovery.

Solution Delivered
India team started participating in this activity from second week of March. Two of the GIS crewmembers went to the client locations in Sydney, Perth, and Melbourne for ensuring knowledge transfer. From the second week of April, the EMC India Backup and India Storage Engineering teams started 24x7 activities towards implementation of backup improvements in tandem with the Australian EBE team.

The India team had an edge of prior experience with Veritas, HP Omniback, and Arcserve backup environment. Specific actions taken by the team to provide 24x7 support and ensure minimal backup failures are:

• Pro-active monitoring 24x7x365 of client environment and successful backup reporting.
  
• Resolution and escalation in time for backup failures.

Results
Based on the AMP backup Service Level Agreement (SLA) chart above, the turnaround in backup performance for the last three months has changed drastically.

The dip in the curve has improved with 24x7x365 monitoring by the India team in partnership with the EBE support teams in Australia and the work completed as part of the Mid Range (MR) Backup Improvement Program. Appreciations have come from client Senior Service Delivery Manager (SDM) on the AMP Account who states, “The turnaround in backup performance since February is fantastic. I know there is more work to be done as part of the project, and to reach and consistently achieve the SLA target, but 3 consecutive months of improvements is good indication that the improvement program is paying off. So, many thanks to everyone involved in the project for the hard work and commitment shown to date.”

More work has been identified in Storage and Backup fronts that will be moved to CSC India over the next few months. This experience shows that CSC’s India operations are providing significant value arbitrage to global clients and helping them harness the power of IT in practical bottom line ways.