Events that affect IT operations and customer service

Event: 

Limiting your exposure

Power Failure:

One of the more common events that affects everything.   UPS might only last 10 minutes, PCs don’t have a UPS.  Interstate branches can’t connect to servers

• Installing a generator
• Upgrading your UPS with Longer battery life
• Consider moving servers to a secure data-centre.

Internet or WAN Link Failure

Firewall and or modem failure

There is so much dependency on the internet these date, with emails, cloud services/applications and hosted phone system.  They all stop working without the internet.  Customer orders don’t arrive, supplier communication is broken etc.

• Introduce a failover wireless link.
• Introduce a high availability firewall.
• If you have multiple branches, consider moving server equipment to a secure data-centre.

Email Server Failure/Corrupt Database

Emails seemed to be more important than the phone system these days.  The Email server and or Exchange database can become corrupt.

• Introduce a secondary failover mail server and or utilise a cloud emergency inbox service.

Server Hardware Failure

If the hardware on your server fails – how long will the manufacturer take to repair?

• Upgrade the warranty on your server hardware to decrease the onsite response times.
• Reduce the dependency on one hardware device utilising High Availability solutions.
• Up to date server backups – ideally also sent offsite.
• Refresh hardware every 3-5 years.

Server theft or damage

You arrive on Monday morning and find your server equipment is missing or damaged.

• Disaster recovery solutions and testing
• Regular Offsite backup (RPO. how much data can you afford to lose – 1 hour – 24 hours?
• Offsite disaster recovery servers
• Review your Insurance policy

Main network switch failure

Sometimes it’s the smallest item that brings the whole network down.

If you only have one switch and this fails, then you have lost all communication to your servers, internet and applications.

Cyber Crime

Ransomware – your data gets encrypted and the hackers command a ransom to get your data back.

Data gets leaked- customer information gets released from your network.

• User education on dangers of emails and attachments.
• Regular Backups
• Cyber Insurance
• Secure firewalls with latest updates.
• Up to date anti-virus
• Install Security patches
• Review how you are currently storing sensitive customer information.

Application database corruption

Sometimes databases get corrupt – thus you have been locked out of your application (accounts – ERP – Asset register

• Up to date Backups and disaster recovery tests.
• Disaster recovery plan  – how will you operate while this event occurs
• Replicated databases.