Manage Business Continuity Introductory Brief

List of Modules

List of Modules Modules Processes 1 Manage Business Continuity 2 Availability Management Capacity Management Service Continuity Management 2 Manage Changes Change Management Service Validation & Testing 3 Manage Governance Business IT Alignment Monitor and Evaluate Organizational Change Management Policy Creation and Communication 4 Manage IT Procurement Acquire & Maintain Application S/W & Technology Infrastructure 5 Manage Operations Service Asset & Configuration Management Event Management Request Fulfillment IT Operations

List of Modules Modules Processes 6 Manage Partners 7.1 Service Level Management Contract Management Supplier Management 7.1 Manage Projects Waterfall Feasibility and Approval Scope and Planning Requirement Analysis and Design Development and Infrastructure Testing Training and Go – Live Preparation Go – Live Project Change Control Project Portfolio Management 7.2 Manage Projects Agile Scope and planning Backlog Grooming

List of Modules Modules Processes 7.2 Manage Projects Agile 8.1 Sprint Planning Sprint Execution Sprint Testing Sprint Review & Retrospective Training and Go – Live Preparation Go – Live Project Change Control Project Closure 8.1 Manage Releases Waterfall Release / Deployment Management Transition Planning & Support Evaluation 8.2 Manage Releases Agile Release 9 Manage Security Access Management Information Security Management

List of Modules Modules Processes Manage Strategy Manage Support 10 Manage Strategy IT Portfolio Management Financial Management Demand Management Strategy Planning Manage IT Capabilities 11 Manage Support Incident Management Problem Management Knowledge Management

Module Components

Module Components Sr. No Deliverable Details Type 1 Introductory Brief Provides an overview about components and important aspects of each Module MS PowerPoint 2 Process Flow Chart A step by step diagrammatic representation of the process with inputs and outputs Consists of list of sequential activities that every role mentioned in swim lane has to perform in the process MS Visio 3 Process Narrative Process narrative is prepared to supplement the process flowchart Provides a detailed description of each activity mentioned in the flow chart Provides list of COBIT controls, policies, documents, reports or systems that may be required for process MS Word 4 RACI Matrix RACI identifies the inherent roles and responsibilities of involved personnel within a process or a sub-process Describes the participation by various roles in each activity mentioned in the process Provides clarity on responsibilities for every role MS Excel 5 Abbreviation List List of abbreviations used in flow charts

Process Flow Chart Module Name Process Name - Sub Process Name Identify Functional swim-lanes as per standard roles Input Process Output Process Document to be used / referred COBIT Control reference Control activity mapped to COBIT A Process Flow Chart is a sequential representation of the activities to be performed as part of the process A Process Flow Chart also highlights the role responsible for every activity in swim-lane

Process Flow Legend Flow Chart Legend provides a quick overview of the symbols used in the Process Flow Chart

Process Narrative Relevant key systems and policies involved in process, and key data reports Reference of COBIT control mapped in the Process Detailed description of activities of each sub process A Process Narrative is prepared to supplement the process flowchart A Process Narrative provides a detailed description of each activity involved in the process

RACI Matrix RACI Legend R Responsible: Role who owns the project / area of focus "R" is committed to the area of focus, has the skills and contributes to shape the final outcome. A Accountable: Role to whom the "R" is accountable "A" signs or approves the work and should be willing to take on additional leadership Only one "A" per task C Consulted: Role which have specific skills to lend to the project / area of focus Their contribution and time commitment is marginal in comparison to "R" or "A“ Also called SME (Subject Matter Expert) I Informed: Roles that receive major reports and critical information Informed Roles exert less influence than other members of the team RACI identifies the inherent roles and responsibilities of involved personnel within a process or a sub-process

Process Identification - Process Specifics Activities / Decisions RACI Matrix Process Identification - Process Specifics Role of Participants   Role1 Role 2 Role 3 Process Name Name of Process Process ID Process Owner - Business Role of Business Owner for this process Process Owner – IT Role of IT Process Owner for this process Activity ID Activities / Decisions Sub Process 1 Input – Sub process Activity Box 1 C I R/A DOC - Name of document / policy Activity Box 2 Activity Box 3 Output – Sub process Sub Process 2 Output - Sub process Appropriate roles identified for the process/sub process Activity description for all activities mentioned in the flow Appropriate R/A/C/I for each role RACI identifies the inherent roles and responsibilities of involved personnel within a process or a sub-process

Module Details

Manage Business Continuity Build IT Continuity Plan Distribution of the IT Continuity Plan & Training Testing of IT Continuity Plan Manage Business Continuity Availability Management Service Continuity Mgmt. Capacity Management Maintenance of IT Continuity Plan Disaster Notification Handling Service Recovery Post Recovery Review Capacity Utilization Threshold Setting Capacity Tracking Service and Component Infrastructure Design Availability Tracking Preventive Maintenance (Proactive Activity) Manage Business Continuity Module - This module will assist organizations implementing reliable business continuity plans to ensure that IT resources and services are always available to users in case of any disruption. Availability Management Process - This process is to ensure that the duration, and the number, of service outages do not cause the availability or reliability objectives of the SLAs to be violated. Capacity Management Process - This process provides assurance that information resources supporting business requirements are continually available. Service Continuity Management Process - This process minimizes impact of a major IT service interruption on key processes. Module Description

Manage Business Continuity – Availability Mgmt. Service and Component Infrastructure Design None Input Output None Roles Deliverables Availability Manager Service Level Operations Key Activities Work order is reviewed and updated Service Infrastructure is designed to meet Service Level Requirements Determine if infrastructure is to be changed Risk and Impact analysis is done

Manage Business Continuity – Availability Mgmt. Availability Tracking Demand Management Input Output Problem Resolution Roles Deliverables Availability Manager Tracking Overview Key Activities Delivered level of availability is determined New problems are registered and incidents are linked to it Problem is assigned to the specialist for resolution

Manage Business Continuity – Availability Mgmt. Preventive Maintenance (Proactive Activity) None Input Output Ticket Creation Roles Deliverables IT Administrator Key Activities Performance and capacity of IT resources is monitored Server availability to the business is monitored Detected Issues are checked

Manage Business Continuity – Capacity Mgmt. Capacity Utilization Threshold Setting None Input Output Knowledge Management Change Registration Capacity Tracking Roles Deliverables Capacity Manager Capacity Tracking Overview Key Activities Work order is reviewed and updated Capacity utilization threshold is decided Capacity tracking overview is created Knowledge database is updated

Manage Business Continuity – Capacity Mgmt. Capacity Tracking Capacity Utilization Threshold Setting Demand Management Input Output Problem Resolution Roles Deliverables Capacity Manager Capacity Tracking Overview Key Activities Capacity utilization values are determined New problems are registered and incidents are linked to it Problem is assigned to the specialist for resolution

Manage Business Continuity – Svc. Cont. Mgmt. Build IT Continuity Plan None Input Output Distribution of IT Continuity Plan & Training Roles Deliverables Business Process Owners IT Continuity Manager IT Risk Assessment report IT Continuity Plan Risk management framework Key Activities IT risks are aligned with organization’s risk management framework Context, goals and criteria for risk evaluation are established Identified risks are responded and accepted IT continuity framework is developed IT continuity Plan is developed

Manage Business Continuity – Svc. Cont. Mgmt. Distribution of the IT Continuity Plan & Training Data Externalization Backup and Restoration Service Recovery Testing of ITCP Build ITCP Maintenance of ITCP Input Output Roles Deliverables Business Process Owners IT Continuity Manager Key Activities Roles, responsibilities are communicated to all involved people Safety and externalization of plans are ensured

Manage Business Continuity – Svc. Cont. Mgmt. Testing of IT Continuity Plan Maintenance of ITCP Distribution of ITCP and Training Input Output Change Registration Roles Deliverables Business Process Owners IT Continuity Manager Service Provider Service Recovery Team Test Plan Test Results Action Plan Key Activities Testing of IT Continuity Plan

Manage Business Continuity – Svc. Cont. Mgmt. Maintenance of IT Continuity Plan IT Strategy Planning Input Output Testing of ITCP Distribution of ITCP and Training Roles Deliverables Business Process Owners IT Continuity Manager Key Activities Updating of IT Continuity Plan

Manage Business Continuity – Svc. Cont. Mgmt. Disaster Notification Handling None Input Output Service Recovery Roles Deliverables Service provider IT Continuity Manager Situation Assessment checklist Key Activities Service recovery is initiated, in case recovery decision deadline is reached

Manage Business Continuity – Svc. Cont. Mgmt. Service Recovery Disaster Notification Handling Incident Escalation Handling Input Output Post Recovery Review Roles Deliverables IT Continuity Planner Service Recovery Team Key Activities Impact of disaster on critical resources is analyzed Appropriate number of member required for each team to perform recovery are identified Tasks for service recovery is distributed among required members Customer representative and concerned people are updated In case of unforeseen circumstances, decision on what corrective actions needs to be taken are determined

Manage Business Continuity – Svc. Cont. Mgmt. Post Recovery Review Service Recovery Input Output Change Registration Request Fulfillment Roles Deliverables IT Continuity Manager Support Team Service Recovery Team Change Coordinator Action Plan Key Activities Post-recovery meeting and review is conducted with the people who performed the service recovery

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