IT Service Continuous Management

The goal for ITSCM  is to support the overall Business Continuity Management process by ensuring that the required IT technical and services  facilities (including computer systems, networks, applications, telecommunications, technical support and Service Desk) can be recovered within required, and agreed, business timescales (ITIL, 2003) (ITIL, 2007).

Participants: 1 to 4
Hours:1
Participants are involved in:

  • Following and supervision of contigence plan of IT service
  • Training of personnel for critical situations.
  • Business Impact AnalysisAnalisis de impacto del negocio
  • Risk analysis of IT service

1) Mark with an “X”, the Item of ITSCM Plan defined in your organization:

  • Retrieval of backup tapes or use of data vaulting to retrieve data (  )
  • Retrieval of essential documentation, procedures, workstation images, etc. stored off-site (  )
  • Mobilization of the appropriate technical personnel to go to the recovery stie to commence the recovery of required systems and services (  )
  • Contacting and putting on alert telecommunications suppliers, support services, application vendors, etc. who maybe required  to undertake actions or provide assistance in the recovery process (  )

Based on the items selected which documents, roles and organizational units can be referred:
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
Others items defined in the organization:
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________

 

2) Mark with an “X”, the activities associated to ITSCM defined in your organization:

  • Develop and manage the IT SCM Plan to ensure that, at all times, the recovery objectives of the business can be achieved (  )
  • Complete regular Business Impact analysis (BIA1) exercises to ensure that all continuity plans are maintained in line with changing business impacts and requirements (  )
  • Conduct regular Risk analysis and management exercises, particularly in conjunction with the business and the Availability Management and security Management processes, that manage IT services within an agreed level of business risk (  )
  • Ensure that all IT Service areas are prepared and able to respond to an invocation of the Continuity plans. (  )
  • Maintain a comprehensive IT testing schedule (  )
  • Undertake quality reviews of all procedures and ensure that these are incorporated into the testing schedule (  )
  • Communicate and maintain awareness of ITSCM objectives within the business areas supported and IT Service areas (  )
  • Undertake regular reviews, at least annually, of the Continuity plans with the business areas to ensure that they accurately reflect the business processing environment (  )
  • Negotiate and manage contracts with providers of third party recovery services (  )
  • Manage the IT Service delivery during times of crisis  (  )
    • Coordination with the crisis control team
    • Invocation of the appropriate recovery facilities
    • Resource management, direction and arbitration
    • Recovery site management

Based on the items selected which documents, roles and organizational units can be referred:
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
Others items defined in the organization:
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________


 

 

3) Mark with an “X”, the Performance Indicators defined in your organization:

  • Regular audits of the ITSCM Plans to ensure that at all times, the agreed recovery requirements of the business can be achieved (  )
  • All service recovery targets are agreed and documented in SLAs and are achievable within the ITSCM Plans (  )
  • Regular and comprehensive testing of ITSCM Plans (  )
  • Regular reviews are undertaken, at least annually, of the business and IT continuity plans with the business areas (  )
  • Negotiate and manage all necessary ITSCM contracts with third party (  )
  • Overall reduction in the risk and impact of possible failure of IT services (  )

Awareness throughout the organizations of the plans:

  • Ensure awareness of business impact, needs and requirements throughout IT (  )
  • Ensure that all IT service areas and staff are prepared and able to respond to an invocation of the ITSCM Plans (  )
  • Regular communication of the ITSM objectives and responsibilities within the appropriate business and IT service areas (  )

Based on the performance indicators selected which documents, roles and organizational units can be referred:
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
Others performance indicators defined in the organization:
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________

 

Research Group at the National University of Engineering in Nicaragua

Authors Johnny Flores Leonel Plazaola

 

References

ITIL. 2003. Service Delivery. Second edition. s.l. : The Stationery Office, 2003. 0-11-330015-8.
—. 2007. Service Design. s.l. : The Stationary Office, 2007. 978-11-331047-0.

 

1 The form that the damage or lss may take (e.g. lost income, additional costs, daged reputation, loss of goodwill, loss of  competitive advantage, breach of law, risk to personal safety, immediate and long-term loss of market share)