1. IT Service Continuity Management
Associated with RISK.

2. Goal – Primary Objective
IT Service Continuity Management
Goal – Primary Objective
To support the overall Business Continuity management process by ensuring that the required IT technical services and facilities can be recovered within required and agreed business time-scales

3. Why Continuity Management
IT Service Continuity Management
Why Continuity Management
Ensuring business survival by reducing the impact of a disaster or major failure
Reducing the vulnerability and risk to the business by effective risk analysis and risk management
Preventing the loss of Customer and User confidence
Producing IT recovery plans that are integrated with and fully support the organisation’s overall Business Continuity Plan

4. IT Service Continuity Management
Considerations
IT Service Continuity options need to be understood and the most appropriate solution chosen in support of BCM requirements
Roles and responsibilities need to be identified and supported from a senior level
IT recovery plans and Business Continuity plans need to be aligned regularly reviewed, revised and tested

5. The Business Continuity Life-cycle Overview
IT Service Continuity Management
The Business Continuity Life-cycle Overview
Stage 1 – Initiation
Initiate Business Continuity Manager
Stage 2 – Requirements and Strategy
Stage 3 - Implementation
Stage 4 - Operational Management

6. Stage 2 – Requirements and Strategy
IT Service Continuity Management
Stage 2 – Requirements and Strategy
Business Impact Analysis
Identification of Critical Business Processes and Speed of Recovery
Risk Assessment and Methodology
Threats to Assets
CRAMM – CCTA’s Risk Analysis Management Methodology
(Central Computer and Telecommunications Agency)
Business Continuity Strategy
Based on Top Risks

7. IT Service Continuity Management
Risk Analysis (CRAMM)
ANALYSIS
Assets
Threats
Vulnerabilities
Risks
MANAGEMENT
Countermeasures

8. IT Service Continuity Management
Risk Analysis
Asset Categorise and RANK 1-10
Hardware
Software
People
Buildings etc.
Threat List and RANK 1-3
Vulnerability against Assets Matrix RANK 1-3
Risk = Asset * Threats * Vulnerability

9. IT Service Continuity Management
IT Recovery Options
Do nothing
Manual back-up – revert to pen and paper
Reciprocal arrangements with another company
Gradual recovery - Cold Standby
Intermediate recovery - Warm Standby
Immediate recovery - Hot Standby

10. Gradual Recovery – COLD standby
IT Service Continuity Management
Gradual Recovery – COLD standby
Time to recovery > 72hrs
Empty Computer space
Remote
Portable
Nothing in the rooms
Requires contracts / procedures in place to set up

11. Intermediate Recovery – WARM standby
IT Service Continuity Management
Intermediate Recovery – WARM standby
Time to recovery 24hrs to 72hrs
Filled Computer space
Remote
Portable
Networked Computers but with NO Data

12. Immediate Recovery – HOT standby
IT Service Continuity Management
Immediate Recovery – HOT standby
Time to recovery “within the working day” 0hrs to 8hrs
Filled Computer Space
Remote
Portable
Networked Computers with Data (but not necessarily up to date)

13. Benefits of Continuity Management
IT Service Continuity Management
Benefits of Continuity Management
Management of risk and the consequent reduction of the impact of failure
Fulfilment of regulatory requirements
Potentially lower insurance premiums
A more business focussed approach to IT continuity and recovery
Reduced business disruption during an incident
Increased customer confidence and organisational credibility

14. IT Service Continuity Management
ISCM
Exam Tips
Know the Disaster Recovery options

15. IT Service Continuity Management
Exam Questions
In relation to IT Service Continuity Planning, the severity of a disaster depends upon:
A The time of day it occurs
B How many people are available to assist in recovery
C The type of disaster, whether flood, fire etc
D The impact (EFFECT) upon customers’ businesses

16. IT Service Continuity Management
Exam Questions
Consider the following statements about IT Service Continuity Planning:
The intermediate recovery external option offers a remote installation, fully equipped with all the required hardware, software, communications and environmental control equipment
The intermediate recovery external option is often shared between multiple customers and in the event of a disaster may not be available due to over-subscription
A Both
B Neither
C Only 1
D Only 2

17. IT Service Continuity Management
Exam Questions
Your organisation has just entered into a Gradual Recovery (Cold Standby) IT service Continuity Agreement. Within the ITIL definition, which of the following lists is INCORRECT for what you could find at the contingency site?
A A building, electricity, telecommunications equipment, office space for technical staff
B Stand-by generator, telecommunications equipment, system manuals, support staff, water
C A building, telecommunications equipment, a computer, support staff, documentation
D A building, electricity, water, support staff, system manuals

18. IT Service Continuity Management
Exam Questions
Which of the following would you NOT expect to see in an IT Service Continuity Plan?
A Contact lists
B The version number
C Reference to change control procedures
D Full Service Level Agreements (SLM)