Fallback strategy tasks

The following table lists tasks that a System Administrator needs to perform in the Fallback Strategy area. For information about other maintenance areas, see Areas of maintenance tasks.

Event or Frequency

Task

Automatable

Before going to production

Fallback strategy tasks

No

Before going to production

Unload falcon and fail-safe operator records

No

Before going to production

Set up backup strategies

No

Quarterly

Test fallback procedures

No

Create a “fail-safe” administrative operator

The Database Manager (RAD application: database) allows an operator with the SysAdmin capability to access all contents of the Service Manager system, even if menus and the system navigator should not be available.

Therefore, a copy of the falcon operator with startup application database is a valuable fallback for emergency scenarios.

Unload falcon and fail-safe operator records

In case operator records get corrupted or deleted, an unload of an operator record with the SysAdmin capability will enable you to gain back access to the system.

To load this file from the operating system command line (the RUN directory), use following command:

sm file.load operator.unl NULL NULL winnt -bg

or

sm file.load operator.unl NULL NULL unix -bg

Set up backup strategies

As any computer system may fail with the risk of data loss, it is important to take precautions for the data managed by Service Manager system, as well as all information to run it.

This includes:

  • Data stored in the RDBMS system. Work with the database administrator to set up a backup strategy that can meet the business requirement, and to document the restoration practice.
  • All documentation about the system such as configuration diagrams, configuration settings, tailoring, and maintenance concept. Work with the IT department to set up a strategy about the backup and restoration of this kind of data.

Test fallback procedures

In case of an outage, the prepared fall back strategies must work in order to prevent data loss and ensure quick service reestablishment. Therefore, it is important that all fall back procedures are tested periodically.