How to be an IT Hero by Reducing Downtime to Minutes

Let me set the stage.

I head up the Marketing department here at Infrascale and am not as technically savvy as I probably should be.  So, when technology breaks I tend to get a little whiny and demand instant help from my IT team.

I’m sure the tech team at every organization must cope with us non-technical Muggles as we navigate new technology and demand always-on availability.

This past week, I was having an impromptu online meeting when the line went dead halfway through the conversation.  We had lost Internet connectivity and, after a few choice “driving words,” I quickly contacted our IT support team pleading for an immediate resolution.

Keep in mind, we’re a disaster recovery company.  This is what we do for a living. Now, most people wouldn’t consider this a disaster, but in my mind, this at the least qualifies as a micro-disaster.

Sergio, our intrepid IT support specialist, discovered that this wasn’t an isolated event (translation: not user error) as other users were also unable to connect to our wi-fi network. As Sergio began to tick off the steps of his standard troubleshooting procedure, he realized that our DHCP domain controller had become frozen.  Perhaps, Sergio felt my withering gaze, but he knew that he couldn’t wait to perform his normal troubleshooting protocol. Sergio knew that the only way he could possibly get us back online was to boot a virtual machine of the domain controller from a recent backup stored on our local appliance. Finding the root cause of the problem could wait. Job #1 was to get us back online.

Sergio logged into our Disaster Recovery appliance – just like we instruct our partners and customers to do — and booted the domain controller from the most recent backup.  This enabled us to get back online within a minute or two.  I quickly resumed my online meeting.  No harm done.

When everyone was back online, Sergio was then able to focus on resolving the root issue which ended up requiring a forced reboot and 15-20 minutes of rolling back and reconfiguring Windows updates. These were important minutes that I didn’t have to spare.

Because of Sergio’s swift decision making, he reduced our downtime from around 30 minutes to just five minutes – simply by following our own guidance.

Think about how many of these micro-disasters happen to organizations every day.  Think about the business costs, lost productivity, and opportunity costs if you aren’t able to open emails for 30 minutes, four hours or even a day?   These micro-disasters add up, and significantly impact an organization’s bottom line.

But thankfully, there are now DRaaS solutions that let IT pros like Sergio step in and save the day.  You’ll still have to contend with us non-technical Muggles, but now you have a powerful and affordable tool in your arsenal to combat downtime, data loss, and us whiny executives.

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