Eight Key Steps to Business Continuity Managing the Eight R’s Rich Schiesser Sr. Technical Planner

I. II. III. IV. V. VI. VII. VIII. Response Recovery Resources Relocation Restoration Resumption Remediation Relationships The Eight R’s

A.During an Event 1.Response 2.Recovery 3.Resources 4.Relocation 5.Restoration B.After an Event 6.Resumption 7.Remediation C.Before, During and After an Event 8. Relationships Sequencing the Eight R’s

I. Response C.Employee Safety and Notification to Others A.Initial Reaction to an Event B. Normally a Human Response, but could be Automated D.Includes Initial Assessment

5.8 earthquake in Southern California, USA in October, 1987 Epicenter within five miles of huge N G defense contractor facility Needed to evacuate 12,000 employees Damage to classified computer center was of major concern Real Life Experience California Earthquake

II. Recovery Based on Initial Assessment, Determine: Location Time-frame Amount of Restoration Required Should be Based on the Prioritization of Systems

Conducted at DirecTV Managers initially defensive of their processes and systems Emphasizing “Urgency” over “Importance” helped move the analysis forward Agreeing on consistent criteria improved the prioritisation process Real Life Experience Business Impact Analysis

II.Recovery Type of Event LocationTime-FrameAmount of Restoration MinorSame Site MinutesSmall Major Alternate Local Site HoursMedium Catastrophic Alternate Remote Site DaysLarge

III. Resources A.Hardware B.Software C.Human

III. Resources A. Hardware Processors Disk Devices Tape Equipment Network Components Desktops

Operational recovery test of ERP system at major USA mortgage company Rapid growth of company and ERP caused frequent upgrades of servers Initial tests attempted identical server configuration Re-building servers and software from scratch resulted in server independence Real Life Experience Server Independence

III. Resources B. Software Operating Systems Backups and Restores DB Management Systems Applications Databases Desktop Support

III.Resources C. Human System Administrators Network Administrators Database Administrators Application Support Help Desk Supervisory

IV.Relocation A.Data Center B.Support Services C.Business Staff

N G tested re-locating in Chicago with Sungard TCF tested re-locating in New Jersey with Comdisco (TCF previously did an actual disaster recovery with IBM) Option One Mortgage tested re-locating in Wood Dale (outside Chicago) with Comdisco/Sungard Real Life Experience Re-locating Critical Systems

V. Restoration A. Processor Environment B. Database Management Systems C. Application Systems D. Databases E. Network Connectivity F. Desktop Environment

TCF entered lucrative home entertainment business in 1994, using IBM AS/400 Transformer explosion in 1995 damaged the AS/400s beyond repair, and TCF had no DR plan IBM re-located TCF’s processing to their Cypress, CA facility, 40 miles away, and successfully restored all systems within 3 days Seven days later the transformer and computers were replaced, and IT executives committed to a full business continuity plan Real Life Experience Disaster at a Movie Studio

VI.Resumption A.Reversing Much of the Recovery Process B.Re-deploying Resources for the Resumption Process C.Reverting Back to the Original Site or Reconciling Issues for a New Site D.Restoring Site to a Production Status

VII. Remediation A.Review Entire Event in Light of the First Six R’s B.Identify Lessons Learned C.Propose Suggestions for Improvement D.Transition from a Reactive to a Proactive Environment

6.7 earthquake in Southern California on January 17, Plans, processes, and procedures developed at N G as a result of the 1987 earthquake all worked flawlessly. No major outages occurred to any online systems. Real Life Experience California Earthquakes Re-visited

VIII. Relationships A. Key Internal Customers B. Key External Customers C. Key Internal Suppliers D. Key External Suppliers

VIII. Relationships A.Key Internal Customers 1.Supervisors 2.Business Analysts 3.Software Developers 4.Help Desk Personnel 5.IT Staff

VIII. Relationships B.Key External Customers 1.Business Users 2.Company Users 3.Company Partners 4.Corporate Headquarters 5.Outside Media

VIII. Relationships C.Key Internal Suppliers 1.Infrastructure Staff 2.Application Developers 3.Supervisors 4.Help Desk Personnel 5.Telecommunications

VIII. Relationships D. Key External Suppliers 1.Facilities Department 2.Health and Safety 3.Physical Security 4.Human Resources 5.Police and Fire 6.Outside Media

TWC had extensive relationships with: - IT suppliers - Local police and fire departments - Red Cross - Fed’l Emergency Mgmt Agency (FEMA) - National Hurricane Center - National Weather Service Real Life Experience Support at The Weather Channel

I.Response – Initial reaction and assessment II.Recovery – Determine location and level III.Resources – Hardware, software, human IV.Relocation – Data center, support, staff V.Restoration – Programs, data, network VI.Resumption – Reverse recovery, revert back VII.Remediation – Suggest improvements VIII.Relationships – Customers and suppliers Summary of the Eight R’s

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