IT Service Continuity Management - Service Continuity Workflows

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					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
sales@infratechgrp.com.au                                             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
				
DOCUMENT INFO
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posted:4/21/2010
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pages:15
Description: 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
BUY THIS DOCUMENT NOW PRICE: $25 100% MONEY BACK GUARANTEED
PARTNER Michael Baldwin