service design – section 4.5 service continuity management
TRANSCRIPT
IT Service Continuity Management
HENDERSHOTT CONSULTING INC
Web Presence: www.hci-itil.comEmail: [email protected]
Service Design – Section 4.5 Service Continuity Management
Continuity Management
Service Design – Section 4.5 Service Continuity Management
Service Continuity Management
Maintain the necessary ongoing recovery capability within the IT services and their supporting components.
Focus on those events that the business considers significant enough to be considered a disaster.
Service Design – Section 4.5 Service Continuity Management
Service Continuity Management
Service Design – Section 4.5 Service Continuity Management
Initiation Requirements Strategy
Implementation Maintenance
BusinessContinuityStrategy
BusinessContinuity
Plans
Invocation
Service Continuity Management
Service Design – Section 4.5 Service Continuity Management
Initiation Requirements Strategy
Implementation Maintenance
BusinessContinuityStrategy
BusinessContinuity
Plans
Invocation
• Policy setting - at a minimum, the policy should set out management intention and objectives
• Specify terms of reference and scope - defining the scope and responsibilities of all staff in the organization. It covers such tasks as undertaking a Risk Analysis and Business Impact Analysis and determination of the command and control structure required to support a business interruption.
• Allocate resources - the establishment of an effective Business Continuity environment requires considerable resource in terms of both money and manpower.
• Define the project organization and control structure - ITSCM and BCM projects are potentially complex and need to be well organized and controlled.
• Agree to project and quality plans - plans enable the project to be controlled and variances addressed. Quality plans ensure that the deliverables are achieved and to an acceptable level of quality.
Service Continuity Management
Service Design – Section 4.5 Service Continuity Management
Initiation Requirements Strategy
Implementation Maintenance
BusinessContinuityStrategy
BusinessContinuity
Plans
Invocation
Ascertaining the business requirements for IT service continuity is a critical component in order to determine how well an organization will survive a business interruption or disaster and the costs that will be incurred.
Service Continuity Management
Service Design – Section 4.5 Service Continuity Management
Initiation
Requirements Strategy Implementation Maintenance
BusinessContinuityStrategy
BusinessContinuity
Plans
Invocation
Requirements Determination
BusinessImpact
Analysis
The Loss of IT Service Over Time
A balanced approach between Impact and the Time to Recover should be considered optimal.
Business Impact AnalysisQuantify the impact to the business that loss of service would have.
Service Continuity Management
Service Design – Section 4.5 Service Continuity Management
Initiation
Requirements Strategy Implementation Maintenance
BusinessContinuityStrategy
BusinessContinuity
Plans
Invocation
Requirements Determination
BusinessImpact
Analysis
RiskAnalysis
Risk Analysis The likelihood that a disaster or other serious service disruption will actually occur.
The level of threat and the extent to which an organization is vulnerable to that threat.
Service Continuity Management
Service Design – Section 4.5 Service Continuity Management
Initiation
Requirements Strategy Implementation Maintenance
BusinessContinuityStrategy
BusinessContinuity
Plans
Invocation
IT Service Continuity Strategy
BusinessImpact
Analysis
RiskAnalysis
Typical Risk Reduction Measures• Installation of UPS and backup power
• Fault-tolerant systems for critical applications
• RAID arrays and disk mirroring for LAN servers
• Spare equipment/components to be used in the event of equipment or component failure
• The elimination of Single Points of Failure
• Resilient IT systems and networks
• Outsourcing services to more than one provider
• Greater physical and IT-based security controls
• Better controls to detect service disruptions
Invocation
Service Continuity Management
Service Design – Section 4.5 Service Continuity Management
Initiation Requirements Strategy
Implementation Maintenance
BusinessContinuityStrategy
BusinessContinuity
Plans
BusinessImpact
Analysis
RiskAnalysis
Testing Types
• Walk-Through Tests - conducted when the plan has been produced
• Full Tests - conducted as soon as possible after the plan production and at regular intervals of at least annually thereafter
• Partial Tests - undertaken where recovery of certain elements of the overall plan is tested
• Scenario Tests - used to test reactions and plans to specific conditions, events and scenarios.
Service Continuity Management
Service Design – Section 4.5 Service Continuity Management
Initiation Requirements Strategy
Implementation Maintenance
BusinessContinuityStrategy
BusinessContinuity
Plans
InvocationBusinessImpact
Analysis
RiskAnalysis
Keep the Continuity Plan Up-to-Date
Information services function management should provide for change control procedures in order toensure that the continuity plan is up-to-date and reflects actual business requirements. This requirescontinuity plan maintenance procedures aligned with change and management and human resourcesprocedures.
Service Continuity Management
Service Design – Section 4.5 Service Continuity Management
Initiation Requirements Strategy
Implementation Maintenance
BusinessContinuityStrategy
BusinessContinuity
Plans
InvocationBusinessImpact
Analysis
RiskAnalysis
Invocation
The design of the invocation process must provide guidance on how all of these areas and circumstances should be assessed to assist the person invoking the continuity plan.
Service Continuity Management
IT ServiceContinuity
ManagementService Design – Section 4.5 Service Continuity Management
Hendershott Consulting Inc
Email: [email protected] process site: hci-itil.com
Service Design – Section 4.5 Service Continuity Management