Human Defined Services – Backup solution case study

Human Defined Services - Backup solution case study

Case study #2

Telecom Company asked the system Integrator to sell 600TB of space to store backup copies of data. Unfortunately, the budget for that is very limited. Integrator hopes for a long-term relationship with the customer and therefore decided to use Human Defined Services approach to solving the situation the most efficient way.

--> Heuristic tools
Request for more storage
Request for more storage

This is User-centric

Explore  After some discussion, the key question was defined as: “How to provide enough space to store backup data”. Job statement is very concrete: “Provide sufficient space to store backup data during next 2 years”. Check the Outcome-driven services post

Job statement
Job statement

Information about the current environment was collected.

Service description
Consumer IT department in Telecom company
Stakeholders Mark Bloggs – IT infrastructure manager
Eric Doe – Storage / Backup Administrator
Job statement Provide enough space to store backup data during next 2 years
Provider System integrator
Service objective Develop and deliver solution for backup
Significant factors Budget, scalability for 2 years
Deliverables Detailed description of HW and SW solution, list of recommendations
Scope All backup data in the Data Center in Brussels

Autonomous service  Service was classified as Autonomous.

Push service  Disk arrays already purchased and dedicated for backup so this kind of resources defined as Push.

Push-pull service  Administrators are employees of the company and share activities related to backup with other tasks. They are a Push-Pool resource.
Asynchronous communication Requests for backup configuration are sent via email. That is Asynchronous communication.

Synchronous communicationUsers usually ask for data recovery by phone. That is Synchronous.
Complicated  The project started with communication with system integrators’ experts. On initial stage, everything looks clear enough. The task is just to find a good technical solution. That is Complicated Cynefin domain.

Service characteristics
Type of service Autonomous
Resource delivery Storage – Push
People – Push-Pool
Communication Backup – Asynchronous
Recovery – Synchronous
Touchpoints Human-Human
Cynefin domain Complicated

Create  Expert started to analyze alternatives how to increase the storage capacity. There are two choices either upgrade and optimize already existing storage or purchase a new one.
Reflect  Alternatives are visualized on the issue tree diagram.

Increase storage capacity
Increase storage capacity

Unfortunately, most of the alternatives do not solve the problem. The reasons are low budget and technological limitations of existing storage. The only choice that remains for the next consideration is the new storage that partially covers required capacity. A budget allows purchasing storage with 400TB of capacity taking into account conservative deduplication and compression ratio.

Applicability of increasing of storage capacity
Applicability of increasing of storage capacity

Complex  Additional 200TB are needed. That problem can’t be resolved in the Complicated domain. So the Complex approach of ideas generating and checking is appropriate. Instead of increasing storage capacity let’s decrease an amount of data to backup.

Redice amount of data to backup
Redice amount of data to backup

SLAs don’t allow reducing frequency of backups or using incremental instead of full. However, more precise re-estimation of capacity, needed for the next 2 years, with cleaning out of the list of data sets to backup, decrease requirements from 600TB to 450TB.

That is Co-creative
and Holistic

Discussion with the customer gave another possibility – to free up some space on existing storage. Changes in retention policy, movement of archives to a tape library and deleting of obsolete and unimportant backups can release 100-150TB of space.

Free some space
Free some space

This is Evidencing

ComplicatedImplement  On implementation phase project plan and specification of required equipment were created. They were sent via email and given in printed form.
Service was successfully delivered.

 Other use cases

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