13 IT Service Continuity Management

IT Service Continuity
Management
1
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
2
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
3
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
4
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
5
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 6

Risk Analysis (CRAMM)
ANALYSIS
Assets Threats Vulnerabilities
Risks
MANAGEMENT
Countermeasures
7
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

8
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
9
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
10
Intermediate Recovery –
WARM standby
• Time to recovery 24hrs to 72hrs
• Filled Computer space
– Remote
– Portable
• Networked Computers but with NO Data
11
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)
12
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
13
ISCM
Exam Tips
• Know the Disaster Recovery options
14
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
15
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
16
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
17
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)
18

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IT Service Continuity

• To support the overall Business

Risk Assessment and Methodology

Business Continuity Strategy 6

Assets Threats Vulnerabilities

• Threat List and RANK 1-3

Risk = Asset * Threats * Vulnerability

• Know the Disaster Recovery options

A The time of day it occurs

• The intermediate recovery external option offers a remote

A A building, electricity, telecommunications equipment, office

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