Whilst achieving the necessary technical recovery in the event of a disaster or major event is relatively easy to determine and deploy, IT Departments must also concentrate on how to "manage" the recovery from a disaster - from invocation through to post-mortem, otherwise the recovery cannot meet the business objectives.
These IT Service Continuity Documents have been created using more than twenty years experience in IT Disaster Recovery / Business Continuity and have therefore been built around real requirements and exercised in real environments.
Whilst these IT Service Continuity Documents incorporate IT Infrastructure Library (ITIL) methodology they are not just about theory and are currently being used in practice by my Corporate and Government clients alike.
I realise I am repeating myself here, but I need you the reader to realise that these documents are not templates, they are not suggestions or pointers but full blown documents that will allow you to have a full set of working documents that can be "exercised" as soon as you perform a simple "Find and Replace" for key criteria. This will transform these documents and workflow diagrams, just add your company logo and you are off and running.
The IT Service Continuity Documentation Solution comprises Thirteen (13) Word documents and Ten (10) associated Visio Workflow Diagrams (available from me) and include:
• IT Service Continuity Strategy
• This document can be used to compile your overall strategy if required and underpins the remaining suite of documentation
• Role Based Responsibility and Action Plans
• e.g. CIO, Technical Services Manager, Applications Manager etc etc
• Management documentation to record actions / decisions during an exercise or the real thing
• Who does what, who talks to whom
• Call Trees
• IT Service Continuity Manager
• Damage Assessment Criteria
• Management documentation to run the Recovery
• Single Appendix Document
• Capture Contacts, Process and Proc
infrastructure technology group ITSC107 IT Service Continuity Management Plan Service Continuity Workflows www.infratechgrp.com.au ABN 56 087 369 506 Infrastructure Technology Group Pty Ltd email@example.com T 0431 548 717 ::: F 02 8456 5728 IT Service Continuity infrastructure technology group Service Continuity Workflows Document Change Control Please note significant document changes with a version increment of 1.0. Minor administrative changes, where the meaning or intention of the document is not altered should increase by an increment of 0.1. Version Date Author(s) Summary of Changes 1.0 April 10 Infrastructure Technology Group Release Document Sign-Off Document in accordance with requirements and strategic architecture Name (Position) Signature Date Primary Person IT Service Continuity Manager Secondary Person Secondary IT Service Continuity Manager Designated Signatory Designated Signatory Position Document Nomenclature To modify this document to suit your requirements, the following designations should be replaced with your preferred name. Document Name Replacement Acme Inc Your Company Name. Primary Location The location of your primary Data Centre. The location of your Service Continuity or Offsite Location Offsite Data Centre. Communications Carrier Name of your Communications Provider Copyright Acme Inc. Confidential Page 2 IT Service Continuity infrastructure technology group Service Continuity Workflows TABLE OF CONTENTS 1 DOCUMENT PURPOSE 4 1.1 EXPECTED OUTCOME 4 1.2 HOW DID I GET HERE 4 2 DOCUMENT HIERARCHY 5 3 WHERE DO IT MEET? 6 4 CIO 7 5 IT SERVICE CONTINUITY MANAGER 8 5.1 INVOCATION 8 5.2 STATUS UPDATES 9 5.3 TAPE RECALL 10 6 TECHNICAL SERVICES MANAGER 11 7 SERVICE DESK MANAGER 12 8 APPLICATION SERVICES MANAGER 13 9 CLIENT RELATIONSHIP MANAGER 14 10 DISCLAIMER 15 10.1 LICENSE 15 10.1.1 Limited Usage Granted 15 10.1.2 Modifications 15 10.1.3 Unauthorized Use 15 10.1.4 Assignability 15 10.1.5 Ownership 15 10.1.6 Company Details 15 Copyright Acme Inc. Confidential Page 3 IT Service Continuity infrastructure technology group Service Continuity Workflows 1 Document Purpose The purpose of this document is to provide the framework to facilitate a recovery of critical technical services impacted by an incident at Acme Inc.’s Headquarters located at Primary Location. The responsibility of the recovery rests with Information Technology within Acme Inc. and details the steps required by the IT Service Continuity Manager (ITSCM) to activate the relevant teams to manage and perform the recovery in a timely manner. 1.1 Expected Outcome The expected outcome is to recover critical technical infrastructure within 1 day to a point of last available system backup. The ITSCM, assisted by the IT Service Continuity Management Team (ITSCMT) will make the decision to invoke a Disaster Recovery. Members of the ITSCMT will move to their individual responsibilities after deciding on the response to the situation and reform on a regular basis to assist the ITSCM as required and report the status of the various responsibilities during the recovery. The ITSCM will provide the coordination and monitoring of the recovery. The ITSCM will provide ongoing advice back to the various Recovery Teams and seek status updates on their recovery responsibilities. The Technical Services, Applications and Service Desk ITSCTs will undertake the recovery of the required servers, network and desktop recovery. The Client Relationship Manager will liaise with Client Company Name to ensure their recovery requirements are being met during any Service Continuity event. 1.2 How did I Get Here This plan is invoked when either the Acme Inc. BCP Committee or Acme Inc. Building Security advises the ITSCM that a major issue has occurred and has the possibility of impacting on the daily business operations of Acme Inc. and Customer Name. The ITSCM will contact the Members of the ITSCMT and arrange a Conference Call to discuss the situation and determine the most appropriate course of action. This action could include the activation of the Service Continuity Plan and subsequent establishment of the Acme Inc. Production environments in the Offsite Location Fallback Site. Copyright Acme Inc. Confidential Page 4 IT Service Continuity infrastructure technology group Service Continuity Workflows 2 Document Hierarchy ITSC001 IT Service Continuity Strategy IT Service Continuity Management Plans IT SCMP - ITSC100 IT SCMP - ITSC101 IT SCMP - ITSC102 IT SCMP - ITSC103 IT SCMP - ITSC104 Chief Information IT Service Continuity Technical Services Service Desk Client Relationship Officer Manager Manager Manager Manager IT SCMP - ITSC105 IT SCMP - ITSC106 IT SCMP - ITSC107 IT SCMP - ITSC108 Application Services Service Continuity Service Continuity Offsite Location Manager Appendix Workflows Procedures IT Service Continuity Technical Recovery Procedures ITSCTR203 ITSCTR203 ITSCTR204 ITSCTR200 ITSCTR201 Application 1 Application 2 Third Party Recovery Email Database Recovery Recovery Recovery e.g. Banking *Example Suggestions Only IT Service Continuity Supporting Documentation Replication Strategy ITSC - ITSC301 ITSC - ITSC302 Replication Strategy Database Log Post Exercise Review IT Service Continuity Data Shipping Checklist Contact Cards ITSC - ITSC303 Business Plans Security Policies IT Service Continuity Project Plan Outline *Example Suggestions Only Copyright Acme Inc. Confidential Page 5 IT Service Continuity infrastructure technology group Service Continuity Workflows 3 Where Do IT Meet? Where Do IT Meet? Acme Inc. Building or Yes Infrastructure Destoyed No Acme Inc. External Building No Location Accessible? No Yes Considerations Building Operational Ease of Access from Primary Location - Likelihood Cars locked in Car Park Proximity to Acme Inc. - Not Too Close Yes - Separate Power Grid - Not Too Far Away - Travel Capabilities Alternate Floor Communications (Excludes Floor IT Level - Conference Phone, Internet, Video No Below and Floor Accessible? - VPN Access - Offsite Location Above IT Level) - Power \ Data Outlets \ Switch Likelihood of Room / Office Availability Should it be an Acme Inc. Office Yes - e.g. Branch Office Store copies of Plans Spare Laptops / Desktops - Network Capacity - Power Outlets Meeting Room Meeting Room Printers Stationery Kitchen Facilities Phone Chargers Considerations Considerations Location Store copies of Plans Spare Laptops / Desktops - Network Capacity - Power Outlets - Switch Stand-Alone Internet Link - VPN Access Printers Stationery Conference Phone Kitchen Facilities Right of Ownership - IT Right of Access Copyright Acme Inc. Confidential Page 6 IT Service Continuity infrastructure technology group Service Continuity Workflows 4 CIO Key: Acme Inc. Head Office Experiences an Incident or Event SCMP - Service Continuity Management Plan ITSC nnn - IT SCMP DR Document Reference Incident classified as a disaster Contact received from IT Service Continuity Manager CIO IT Service Continuity Management Team Assess Incident Invoke ITSCM No End Plan Yes IT SCMP Activate CIO CIO Call Tree ITSC100 No CIO Reports back to Complete? Yes IT Service Continuity End Manager IT SCMP Assemble the CIO CIO Team ITSC100 Confirm the IT Service Continuity IT SCMP whereabouts of all IT Manager Advises CIO Personnel within the Business BCP ITSC100 premises Management Team Copyright Acme Inc. Confidential Page 7 IT Service Continuity infrastructure technology group Service Continuity Workflows 5 IT Service Continuity Manager 5.1 Invocation Key: Building Services / Evacuation Team Liaison SCMP - Service Continuity Management Plan ITSC nnn - IT SCMP Document Reference IT Service Continuity Manager Advised of Incident Refer to Security Incident Is this a security Yes Process Document incident? No Technical Services Manager Major Outage to Production System or Is the incident Primary Computer classified as a Room where recovery is CIO disaster? not possible within a required timeframe Yes Client Relationship Manager IT SCMP IT Service Continuity Manager Service Continuity Manager Contacts IT Service Continuity ITSC101 Management Team Service Desk Manager Assemble the Service Application Services Continuity Management Team Manager Review the Impact and assist recovery IT SCMP Service Continuity Service Continuity Manager Assist the Damage Management Team Determines ITSC101 Assessment Team Level of Disaster Assist in the Technical Services Crisis Centre IT Service Continuity Invoke ITSCM Manager Advises Business No Plan BCP Management Team Yes End IT SCMP IT Service Continuity Manager Service Continuity Manager Advises Business BCP Management ITSC101 Team IT SCMP IT Service Continuity Manager Offsite Location Advises Offsite Location that Acme ITSC108 Inc. are declaring a disaster IT SCMP IT Service Continuity Manager Service Continuity Manager Makes Contact with Vendors as ITSC101 required to assist with Recovery To Status Update Copyright Acme Inc. Confidential Page 8 IT Service Continuity infrastructure technology group Service Continuity Workflows 5.2 Status Updates From Invocation Client Techn
Pages to are hidden for
"IT Service Continuity Management - Service Continuity Workflows"Please download to view full document