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Process Factsheet: IT Service Continuity Management

The document discusses IT service continuity management and its goal of ensuring IT systems and services can be recovered within required business timescales. It outlines the initiation, requirements, strategy, implementation, and operational management activities. It also discusses recovery options, terminology, results, costs, and benefits of IT service continuity management.

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edy
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96 views2 pages

Process Factsheet: IT Service Continuity Management

The document discusses IT service continuity management and its goal of ensuring IT systems and services can be recovered within required business timescales. It outlines the initiation, requirements, strategy, implementation, and operational management activities. It also discusses recovery options, terminology, results, costs, and benefits of IT service continuity management.

Uploaded by

edy
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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PROCESS FACTSHEET

IT Service Continuity Management


WHY:
The biggest lesson enterprises should learn when building a resilient infrastructure is that
they are mostly on their own. There are some tools, products and services to help. Outside
network service provider offerings can be less than adequate and often the job of
integration falls largely on the shoulders of the enterprise – as no one understands your
business better than you.
The other lesson is that major damage to the infrastructure can result in the failure of the
enterprise. This is easy to understand in the financial services sector, but with more and
more sectors relying on communications, real-time applications and storage-area
networks, loss of the infrastructure can bring any enterprise to its knees.

GOAL:
The goal for ITSCM is to support the overall Business Continuity Management
process by ensuring that the required IT technical and services facilities
(including computer systems, networks, applications, telecommunications,
technical support and Service Desk) can be recovered within required, and
agreed, business timescales.

ACTIVITIES:
Stage 1: Initiation
 Link with Business Continuity Plan
 Policy Setting
 Terms of reference and scope
 Allocate Resources

Stage 2: Requirements and Strategy


 Input from Availability Management and Security Management (Risk Assessment)
 Business Impact Analysis
 Discuss recovery options (link to SLM)

Stage 3: Implementation
 Write Continuity plans, including:
o Emergency Response Plan
o Damage Assessment Plan
o Salvage Plan
o Crisis Management and PR Plan
 Implement stand-by arrangements
 Implement Recovery options
 Test the Plans
 Develop and implement procedures and working instructions

Stage 4: Operational Management

 Link ITSCM to Change Management to keep plans and recovery options up to date
 IT Staff need to be aware and trained to use the plans
 Continuous improvement of the process through review and testing
Risk Analysis Technique
Risk Analysis and Management Method (CRAMM) method – a phased approach.
Identify components
Analyse the threats
Assess the vulnerabilities
Evaluate threats and vulnerabilities to provide an estimate of the risks.
The scope of the process should be considered when estimating the risks; in fact

Copyright The Art of Service 2002


GPO Box 2673, Brisbane QLD 4001, Email: service@artofservice.com.au , web: www.artofservice.com.au , OTC: www.itsm-learning.com
Phone: 1300 13 44 99. See also: http://www.itil-itsm-world.com
PROCESS FACTSHEET
this is part of initiating the ITSCM process (Phase 1).
Terminology:
Recovery Options
Do Nothing – Sometimes the business can function without this service
Manual Work around – Administrative actions, takes lot of resource to
enter data back into systems
Reciprocal Arrangements – Agree to use the infrastructure of another
organisation, especially for batch processing.
Gradual Recovery (cold standby) – An empty room available (in house or
outsourced service), mobile or fixed, where IT infrastructure can be rebuilt.
(Takes longer than 72 hours to recover)
Intermediate Recovery (warm standby) – A contract with 3rd party
recovery organisation to use their infrastructure in a contingency situation.
Backup tapes should be available at the crisis site at all times. (Takes 24 to
72 hours to recover)
Immediate Recovery (hot standby) – Rent floor space at the recovery
site with infrastructure available and data mirrored from the operational
systems. Or have a full duplication of system (-components) for
instantaneous recovery (or near to). (Takes up to 4 hours to recover)

RESULTS:
 Restoration of the services in a controlled manner
 Continuity of the business
 Reduced risk to the business
 Insight into threats & vulnerabilities

COST:
 Production of the evacuation plan
 Risk analysis and execution of continuity planning
 Take measures regarding risk management
 Provide options for replacement
 Maintain the plan
 Testing and reviewing the plan
 Educate staff
BENEFITS:
 Potential lower insurance premiums: The IT organisation can help the
organisation demonstrate to underwriters or insurers that they are proactively
managing down their business risks.

 Regulatory requirements: In some industries a recovery capability is becoming a


mandatory requirement (for example, regulators stipulate that financial
organisations have sufficient Continuity and security controls to meet the
business requirements).

 Business relationship: The requirement to work closely with the business to


develop and maintain a Continuity capability fosters a much closer working
relationship between IT and the business areas.

 Positive marketing of contingency capabilities: Being able to demonstrate


effective ITSCM capabilities enables an organisation to provide high service
levels to clients and Customers and thus win business.

 Organisational credibility: There is a responsibility on the directors of


organisations to protect the shareholders' interest and those of their clients.
 Competitive advantage: Service organisations are increasingly being asked by
business partners, Customers and stakeholders to demonstrate their contingency
facilities and may not be invited to tender for business unless they can demonstrate
appropriate recovery capabilities.

Copyright The Art of Service 2002


GPO Box 2673, Brisbane QLD 4001, Email: service@artofservice.com.au , web: www.artofservice.com.au , OTC: www.itsm-learning.com
Phone: 1300 13 44 99. See also: http://www.itil-itsm-world.com

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