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Application Profile
Application Name
CRM
Business Purposet
Keeps information about our customers
Business Owner
VP of Marketing
Department
Marketing
Next Review Date
03/31/2016
Requirements
Core Needs
Impacts
Where Can It Impact Business
Importance
Impact of Application Loss
RTO/RPO
Time and Point of Recovery
Dependency
Applications It Relies On
Reliance
Applications That Rely On It
Services Levels
Service Level Requirements
Training & Documentation
Responsibility and Requirements
Resources
Licensing
Security
Compliance
Data Retention
Backup
Contingency
Restore Procedure
Number of Users
50
Hosted
Hosted
Hosting Vendor
SalesForce
Managed
Managed
Managing Vendor
SalesForce
Resource Requirements
Is Licensing Required?
Undetermined
Is Licensing in Compliance?
Undetermined
Licensing Vendor
Licensing Details
Privacy/Security Required?
Undetermined
Privacy/Security Details
Compliance Required?
Undetermined
Compliance Details
Data Retention Required?
Undetermined
Data Retention Details
Is Backup Required?
Undetermined
Backup Requirement Details
Is Contingency Required?
Undetermined
Availability Requirements
Is there a Restore Procedure?
Required
Restore Procedure Details
Find the backup tape
Scoring:
Input a score based on the following:
4
- critical
3
- very important
2
- medium importance
1
- minor importance
Weighting:
Input a weighting (in terms of importance to your business)
3
- very critical to company success
2
- important to company success
1
- important but lower impact on company success
Impact Factors
4 points
3 points
2 points
1 point
Score
1 to 4
Weight
1 to 3
Total
Score
Direct Revenue
How much revenue will the company lose if this application is unavailable?
> $1M
$500K - $1M
$250K - $500K
< $250K
0
0
Customer Tolerance
How many end users and customers will be affected by the loss of this application?
> 5,000
< 5,000 and > 1,000
< 1,000
No impact
0
0
Company Reputation
What would be the impact on the company's reputation to lose this application?
Company wide visibility to investors with potential of major impact to reputation
Regional reputation in question
Can do additional work but needs some brief training
No Impact
0
0
Legal Compliance
What regulatory consequences might occur if this application were unavailable?
Suspension of Operations
Monetary Fine
Other sactions
None
0
0
Penalties and Fines
How much liability would the company face if this application were unavailable?
> $250K
$100K - $250K
< $100K
no liability
0
0
Employee Productivity
What can employees using this application do if it is unavailable?
No other capabilities
Manual workaround for brief periods
Can do additional work but needs some brief training
Can workaround for extended periods of time
0
0
Data Center Support
How many data centers support this application?
One
Two
Three
Four or more
0
0
Existing Workarounds
What workarounds are available if this application fails?
No manual process in place
Informal or untested
Formal, but short term
Well documented
0
0
Total
Impact Scoring:
Input a score based on the following:
9
- high impact
4
- moderate impact
1
- minimal impact
Priority:
Input a score based on the following:
3
- critical
2
- very important
1
- medium importance
Importance Factor
Impact Score
Respond based on a 24 to 48 loss of the application on the worst day.
Competitiveness:
0
Customer Tolerance:
0
Direct Revenue:
0
Employee Productivity:
0
Future Business:
0
Existing Workaround:
0
Legal Compliance:
0
Locations Affected:
0
Market Share:
0
Penalties & Fines:
0
Company Reputation:
0
Impact Score:
Priority:
0
Importance Score:
Identify RTO and RPO requirements - this will help to determine infrastructure requirements (for example)
RTO - Recovery Time Objective
This is the time the business can sustain without these services.
1 to 4 hours
RPO - Recovery Point Objective
This is how much data (in time) is acceptable to lose.
Less than 1 hour
Select all applicaitons this applicaiton has an associated dependency on
Applications this application depends on
Active Directory, WAN
Dependency Score:
Note: One application may be a higher priority to recover than others. However, due to dependencies it may be necessry to recover waht seems a lower priorty application because of the data sharing between the two. Dependencies Score is calculated once daily using an automated process.
All applications that have this application listed as a dependency are listed below.
Applications that rely on this application
Reliance Score:
Note: Reliances and Reliance Score are calculated once daily via scheduled agent.
.
Example
Service Level Requirements
Local Area Network (within the hosted facility)
Network Availability
> or = 99.99%
Packet Loss
< .01%
Wide Area Network (outside the hosted facility)
Port - Local Loop
> or = 99.99%
Network (ex: T1)
> or = 99.99%
Network Internet Access
Internet
> or = 99.99%
Network Incident Response
1st Call Response
1 hour
Mean time to repair (no on-site required)
4 hour
Mean time to repair (on-site required)
8 hour
Wide Area Network Latency, Jitter, and Packet Loss
Between any sites within North America 'round trip' network latency
< or = 100 ms
Between any sites within Europe 'round trip' network latency
< or = 100 ms
Between any sites worldwide 'round trip' network latency
< or = 240 ms
Network Jitter
< or = 20 ms
Network Packet Loss
< or = 5%
Managed Data Centre Facility
Mean time to respond (incident)
15 minutes response - 7 x 24
Mean time to respond (request)
2 hours - 8 x 5
Mean time to repair of PSD component (incident)
2 hours - 7 x 24 (with immediate start and full attention until resolved)
Internet network quality - packet loss and latency
Packet loss < = .001% Latency < = 10 ms on-net and to direct peers, up to 80% of feed capacity full duplex
Core availability - power and HVAC
= 100%
Application training requirements and who is responsible for providing the training.
Training Responsibility and Requirements
Business
Requirements:
It is part of the employee orientation
Documentation / Manuals