实践- 连续性管理流程图

ITServiceContinuityManagementProcessFlowImportantnote:InternationallyrecognizedflowchartsymbolsareusedwhentheiruseisunambiguousDecisionDocumentPredefinedprocessStoredDataManualOperationThisflowchartpreparedbyTheArtofServiceasarepresentativeexample.ErrorsandOmissionsExceptedThisflowcharthasaspecificprocessfocus,butalsoindicateswhereotherprocessescontribute.InternalandExternalauditscanbescheduledatregularintervalstoensurethattherecoverycapabilityisalignedwiththeproductionenvironment.Education&AwarenessTestingChangeAssuranceOperationalActivitiesTheContinuousChallengeCostRiskWhenthetimecomes…anditwillcome…howwillyourespond?DonothingReverttoPapersystemsRelyonReciprocalagreementsGradualrecoveryIntermediaterecoveryImmediaterecoveryHybridsolutionAnalysisImplementationOngoingBusinessContinuityPlanTheBusinessContinuityPlanmustbethestartingpointfortheITRecoveryplan.TheBusinessmaydecreethatintimesofdisasterotherfunctionalareas(awayfromI.T)aremorecriticalandalleffortstoreturnthoseareastonormaloperationmustbemade.TheGradual,IntermediateandImmediatemethodsincreaseincostandrecoveryspeed.Inmostsituationsahybridsolutionismostpracticalwheresomesystemsarerecoveredfasterthanothers.Didyouknow…?BS15000,AS8018andISO20000arestandardsforITServiceManagement.IneachofthesetheAvailabilityandContinuityprocessesarecombined.SettingtheSCOPEoftheprocessisessentiallylookingtoseewhatneedstobeincludedaspartoftherecoveryintheeventofadisaster.AvailabilityRequirementsBusinessFactorsImpactAssessmentRecoveryPlanBusinessImpactAnalysisPlanningImplementationInitialTestingDevelopmentITServiceContinuityManagementisoneprocessareathatcanberunasaproject;theimplementationphase.Thejobofestablishingtheactualrecoverysites,establishingroles,rulesandprocedurescanallbedefinedastasksandassignedtoindividualsandtrackedforcompletion.Oncetherecoverysolutionisdevelopedthereisarequirementtoactuallyestablishthesites,createconnectivitylinkstoexternalpartnersAcceptableinitialtestingwillbethe“triggerpoint”ofhandingovertheimplementationtotheoperationalarea.However,thereisnoendtoimplementationactivities;thereisacontinuouscycle.Planningtherecoveryprocesswillrequirestronginteractionwithotherprocessareas(especiallyServiceLevelManagementtoensurethatcustomerexpectationsaremanagedandcostsareapproved).Itmaysoundstrange,butDonothingisanacceptablestrategy.Itrequiresbesteffortstoreturntonormaloperations,butthereisnospecificrecoverystrategy.Agreementswithotherorganizationsthatusesimilarsystemscanbeapowerfuloption.TheDemingcycleofPlan-Do-Check-Actisevidentinthisandmanyotherprocessareas.Thequestionofhowoftentotestisonethatcancausealotofdebate.Whiletherearenorulesyoucouldsuggestsomeformoftesting:1.Aftermajorinfrastructurechanges2.Aftermajorbusinesschanges(merge,downsize)3.Intimewithanyrelevantlegislativerequirements.Review&AuditTheAuditensuresthatcapabilitiesmatchrequirements.TheReviewensuresthattherequirementsareunderstood.AstronglinktoChangeManagementiscriticaltoensureliveis‘matched’withrecoveryenvironment.ITILisaRegisteredTradeMarkoftheOfficeofGovernmentCommerce,intheUnitedKingdom