Continuity Management Process by mjo20472


Continuity Management Process document sample

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									     Leveraging ITIL
   Business Continuity

              Guta Basner
Process Service Management Corporation (PSMC)
             Phone: 619-850-6052
              Business Continuity
• Continuity management is the process by which plans are put in
  place and managed to ensure that IT Services can recover and
  continue should a serious incident occur.

• It is not just about reactive measures, but also about proactive
  measures – reducing the risk of a disaster in the first instance.

• Many businesses these days practice the much further reaching
  process of Business Continuity Planning (BCP)
               Disaster Recovery
• Process by which you resume business after a disruptive event. The
  event might be something huge-like an earthquake, fire or the
  terrorist attack or something small, like malfunctioning software
  caused by a computer virus.

• Often, the two terms are married under the acronym BC/DR. At any
  rate, DR and/or BC determines how a company will keep functioning
  after a disruptive event until its normal facilities are restored.
      Business Continuity vs. IT
         Service Continuity
• IT Service Continuity, is a major process in the Service Delivery
  area of IT.

• But what is often lost in the operational “commotion" of equipment
  moving and data recovery is the fact that IT Service Continuity is a
  major subset of an overriding Business Continuity plan.
          Systematic Approach to
• BUSINESS must create and drive a company’s Business Continuity

• IT will do its significant part, but this is a business issue.

• The whole reason IT Departments try to recover all IT-related
  systems is for the business to continue.

• Whether a disaster is natural or man made, the time to plan is
  before the event.

• To ensure the effective delivery of services and products, an
  integrated service framework is required.

• One such framework with well-defined supporting processes is
  Information Technology Infrastructure Library (ITIL).

• Today, many industry leaders recognize ITIL as the de facto world
  standard in IT Service Management.
How can ITIL enable your IT department to successfully
  recover critical business functions quickly and cost
                     ITIL Coverage

ITIL covers a multitude of IT related subjects including:

• Service Support

• Service Delivery

• Service Management/Service Level Agreements

• Security Management

• Continuity Management/Disaster Recovery
                                   Service Level

                  Change                             Incident
                Management     5                   Management



Configuration                                                       Problem
Management                                                         Management


   Release                                                         Management

                 Continuity                         Availability
                Management                          Managment

ITIL Continuity Planning
      ITIL Component                                       Goal
 Service Level Management     To maintain and gradually improve business aligned IT service
                              quality through a constant cycle of agreeing, monitoring,
                              reporting, and reviewing IT service achievements and through
                              instigating actions to eradicate unacceptable levels of service.

Availability Management       To optimize the capability of IT infrastructure and supporting
                              organization to deliver a cost effective and sustained level of
                              availability that enables the business to satisfy its objectives.

   Capacity Management        To understand the future business requirements (the required
                              service delivery), the organization's operation (the current
                              serviced delivery), the IT infrastructure (the means of service
                              delivery), and ensure that all current and future capacity and
                              performance aspects of the business requirements are provided
                              cost effectively.

Financial Management for IT   To provide cost effective stewardship of the IT assets and the
          Services            financial resources used in providing IT services

IT Service Continuity         To support the overall Business Continuity Management
                              process by ensuring that the required IT technical and services
                              facilities can be recovered within required and agreed business
         Availability and Capacity
• As the service catalog is developed, service level requirements will
  determine the level of availability and capacity needed to reduce
  risks associated with the infrastructure.

• These plans provide critical input to the BC/DR plan in that they
  indicate the level of redundancy and capacity requirements needed
  to ensure continuous service operations.

• Availability and capacity managers must be consulted when
  developing the BC/DR plan so the level of capability can be defined

• A detailed process in this area will lead to a more effective BC/DR
       Service Level Management

• (SLM) – Activities contained in this process establish the guidelines
  to design and implement services within your organization to ensure
  that the business and IT are aligned.
  Whether you are adding new services or maintaining existing

• Continuity Planning is key to the successful compliance of all SLAs.
            Integrated Processes
• Various processes within ITIL integrate seamlessly with BC/DR and,
  when implemented properly, can enable the ongoing maintenance
  of your BC/DR plan.

• Processes such as Service, Incident, Change and Configuration
  Management stipulate activities that can help ensure your plan stays
  current, regardless of the dynamic nature of the business.
   ITIL Service Support
      Process Model

The Organization, Customers and Users

        Incident                   Problem                   Change
      Management                  Management               Management

                     Release                   Configuration
                   Management                  Management
  ITIL Component                                  Goal

Incident Management   To restore normal service operation as quickly as possible
                         with minimum disruption to the business, thus ensuring
                         that the best achievable levels of availability and service
                         are maintained.

Problem Management    To minimize the adverse effect on the business of incidents
                         and problems caused by errors in the infrastructure, and to
                         proactively prevent the occurrence of incidents, problems,
                         and errors.

Change Management     To ensure that standardized methods and procedures are used
                          for efficient and prompt handling of all changes, in order
                          to minimize the impact of any related incidents upon

Release Management    To take a holistic view of change to an IT service and ensure
                          that all aspects of a release, both technical and non-
                          technical, are considered together.

   Configuration      To provide a logical model of the IT infrastructure by
   Management            identifying, controlling, maintaining and verifying the
                         versions of all configuration items in existence.
             Incident Management
• (IM) – In its simplest form, an incident is any event that results in a
  service becoming unavailable or deteriorated.

• Disasters are major incidents that require the organization to follow
  an established workflow to restore the service to an acceptable and
  agreed upon service level.

• The process to detect, record, diagnose, resolve and close these
  incidents must be established in order to effectively manage the
                      Service Desk
• There are various service desk technologies available today that
  can be used to enable the process to work more effectively. The
  service desk is a tool you can use to create templates that will be
  followed to document the incident and establish the workflow that
  will be followed.
            Problem Management
 The Problem Management process is based on the concept of
  learning from past experience.

 The process provides the historical data to identify trends, and the
  means of preventing failures and of reducing the impact of failures,
  resulting in improved user productivity.
      Configuration Management
• (CMDB) – All BC/DR plans contain a detailed list of the configuration
  items making up the critical services that need to be recovered
  during a disaster.

• Inclusion of the configurations in the CMDB will ensure that the
  information is available to all the required parties during the disaster.

• The CMDB will also contain all the attributes of the configuration
  items and establish ownership, control mechanisms, status, and
  verification requirements that will be needed to maintain the
  information so it stays current.
             Change Management
Specific benefits of an effective CM system include:

• Improved risk assessment.

• A reduced adverse impact of Changes on the quality of services and
  on SLAs.

• Fewer Changes that have to be backed-out

• Improved problem and Availability Management through the use of
  valuable management information relating to changes accumulated
  through the Change Management process.
            What Can Go Wrong?

The list of things that can go wrong is endless, especially in
this age of supply chains that stretch around the globe, leaving
companies vulnerable to strikes, natural disasters and civil unrest far
from home base.

Companies need to start cataloging what could go wrong, but they also
need to examine their cultures to make sure theirs is resilient
                   Risk & Benefits
Strategic benefits of integrated management processes include:

• Increased protection for the IT infrastructure

• Increased service level, availability and customer delivery

• Strategic change in IT service management culture from reactive to

• Significantly improved processes BC/DR, which comply with a
  recognized best practice standard (ITIL)
       Starting ITIL Initiative?

“Be committed, train your people, and stay the

                Also remember:

                ISO 17799
    (The Information Security Standard)

Selecting a framework and building processes is like building a
foundation for a house. If the foundation is not solid you can spend
millions on what is above the ground, but it won't matter because your
house will not be stable.

             But, if your foundation is rock-solid the house
              will withstand the storms of ever changing

                                   Every business has processes, but
                                  only the exceptional have the ability to
                                   measure how effective and efficient
                                                they are.
    Continuous process and Service improvement

     Current State               Long Term
•   Inward looking        •   Outward looking
•   Ad Hoc                •   Rationalized
•   Best efforts          •   Streamlined &Measured
•   Fragmented, Silos     •   Integrated, End-to-end
•   Reactive              •   Proactive
           ITIL Service Continuity
• It’s far more than just Disaster Recovery Planning.

• IT Service Continuity Management prepares for the worst case
  scenario, that is not just how to recover from disaster but to stop the
  disaster from occurring in the first place, if at all possible.

• ITSCM investigates, develops and implements recovery options
  when an interruption to service reaches a pre-defined point.
Integrating your ITIL program with your BC/DR capability can provide the
business with the assurance that IT is considering all aspects of
maintaining continuous service operations. The list of correlating
processes between ITIL and BC/DR contained in this presentation are
not all inclusive, however, they represent a good start toward
transforming and aligning IT with the business.
                  Back-up Slides

• If you want to know
   Measuring and Improving the
    Service Process Maturity
• Service process capability - the range of expected results that can
  be achieved by following a service process

• Service process performance - the actual results achieved by
  following a service process

• Service process maturity - the extent to which a specific process is
  explicitly defined, managed, measured, controlled and effective
             Process Maturity on a
            Five Level Ordinal Scale
• The first level - Few processes are defined, and success depends on
  individual effort and heroics.

• Level two - Basic service management processes are established.

• Level three - Processes are documented, standardized, and integrated
  into standard service processes.

• Level four - Detailed measurements of the service delivery process and
  service quality are collected.

• Level five - The entire organization is focused on continuous process and
  service improvement.
          Service Improvement
Continual Service Improvement – to ensure that IT transforms
itself toward a higher level of maturity, service improvement plans
must be developed and maintained. A key component of drafting an
effective plan is identification of the impact improvements (changes)
have on the BC/DR plan. A detailed process for coordinating and
determining the effect on the BC/DR capability is critical in ensuring
that when improvements to the plan are made, all stakeholders are
informed and the impact on the business is considered.

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