Copyright The Art of Service

Develop and manage the ITSCM Plan Ensure IT can respond to invocation of Continuity Plans Maintain comprehensive IT testing schedule Communicate & maintain business/IT awareness of ITSCM objectives Manage IT Service delivery during times of crisis BCM Management of risk and reduction of failure impact Potentially lower insurance premiums Fulfilment of mandatory/regulatory requirements Business focused IT improves relationships with business IT more aware of business impacts and priorities Increased Customer confidence Possible competitive advantage Increased organisational credibility Reduced business disruption Able to recover services in business priority order Recovery quick and efficient More stable IT infrastructure Higher availability of IT Services Under Disaster Normal Operation Not enough resources for process The ITSCM is not based on the BCM Lack of IT/Business management commitment Critical components/applications/dependencies overlooked Business impacts misinterpreted Lack of testing Historical info for planning ITSCM Planning awareness & training Historical info for planning ITSCM Planning awareness & training Historical info for planning ITSCM Planning awareness & training RFCs for evaluation ITSCM Planning awareness & training Release Notification ITSCM Planning awareness & training Info on CIsto restore IT service after disaster ITSCM Planning awareness & training Security Policy ITSCM Planning awareness & training Service Level Requirements ITSCM Planning awareness & training info on minimum capacity needed for recovery ITSCM Planning awareness & training delivering / implementing risk reduction measures ITSCM Planning awareness & training Actual costs of plans implemented ITSCM Planning awareness & training In Out In Out In Out In Out In Out In Out In Out In Out In Out In Out In Out Financial Management Availability Management Operational Management Capacity Management Service Level Management Organisation and implementation planning Implementation Implement stand-by arrangements and risk reduction measures Develop ITSCM plans and procedures Perform initial testing Education, training and awareness Review and audit Testing Change Management Assurance Security Management Configuration Management Release Management Change Management Initiation Define scope of the ITSCM Business Impact Analysis Risk Assessment No contingency Fortification strategy Problem Management Incident Management Service Desk In Disaster Contingency or Recovery fails Lack of awareness and support Users IT staff Normal Operation Disaster Recovery Planning IT Disaster Business Continuity Management Non-routine unavailability of IT Services needing switch to an alternative Planned roles/responsibilities/actions to resume business processes following disruption BCM processes for recovery from physical disasters IT Infrastructure weakness vunerable to threats ITSCM Manager

Roles

Objectives

To support overall Business Continuity Management (BCM) process by ensuring required IT technical and services facilities can be recovered within required and agreed business time-scales

Terminology

Business Recovery Plans

Benefits

Vulnerability

Problems

IT Service Continuity Management

During normal operation

The results of testing the plan Costs of the process Weaknesses in the plan

KPIs
During/after a disaster

Time that it took to recover versus estimate time Losses due to the disaster

Relationships

Requirements and strategy

Reciprocal agreements Business Continuity Strategy Recovery options Gradual Recovery (Cold stand-by at 72hrs) Intermediate Recovery (Warm stand-by at24-72hrs)

Activities

Immediate Recovery (Hot stand-by)