Business Continuity Management

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Business Continuity Management

  1. 1. ABN AMRO Business Continuity Management Crisis Management February 2008 Presenter: Jack T. Smith
  2. 2. Introductions Personal History Experiences Facilities The Workshop 2
  3. 3. Introductions (cont.)  Name  Company  Title  Why you took this class 3
  4. 4. Terms and Definitions Business Continuity Management Business Continuity Plans Technology Recovery (Disaster Recovery) Crisis Management 4
  5. 5. Scope Problems; Major Problems and a Crisis  Building  IT/Network/Viruses  Personnel  Reputation  Competition Organizational Structure  Formation of an overseeing BCM group  Placement of BCM within the organization 5
  6. 6. Definition Crisis Management The management of an event that can interrupt the normal business processes and requires management take immediate action to ensure the health and safety of personnel, and/or the viability of the enterprise. 6
  7. 7. Your Crisis  Where is your company vulnerable?  Building - Location (fault lines, all critical processing in one building) - Age of building (fire code)  IT/Network/Viruses - Network monitoring - Patching practices  Personnel - Diversity in locations/knowledge base - Union - Bird Flu 7
  8. 8. Your Crisis (cont.)  Reputation - Tainted product line - Executive management activities - Perception of poor quality/missing deadlines  Competition - Location of major competitors compared to your company - Ability to absorb additional work if competition is out Write some examples of what could cripple your organization 8
  9. 9. Reporting Process Incident Response Any Service Form Employee Desk BCM ERT To Next phase Other Vendors Service Desks 9
  10. 10. Declaring A Crisis Initial meeting (when required)  BCM (Facilitation and Scribe)  Facilities  Security  IT  Fire/Police  Others as required 10
  11. 11. Emergency Response Team Guidelines Initial Call Details  Emergency Response Conference Number  1 877 xxx xxxx Passcode 123456  Set agenda followed:  Roll call  General Status  Status by Team  Issues by Team  Determination of Crisis Status  Notification of Other Levels  Establish Next Meeting 11
  12. 12. Crisis Levels  Gold  Executive Management  Public Relations  Stock prices  Company level decisions  Silver  Building-Level Management  Includes Facilities; Security; IT; Impacted Business Mgmt. and Coordinators  Relocation  Determine overall business impact  Cross department issues  Bronze  Department Specific  Issues/Concerns/Efforts 12
  13. 13. Response Team Guidelines During Calls  Emergency Response Conference Number  1 877 xxx xxxx Passcode 123456  Set agenda followed:  Brief review of the crisis call process  Roll call  General Status  Status by Team  Issues by Team - Questions  Next Steps Summary  Establish Next Meeting 13
  14. 14. Practicing the Crisis Call  Encourage Remote Participation  Practice orderly speaking  Ability for individuals to put themselves on ‘mute’  Establish what decisions would need to be made and by whom  Taking attendance – Who will represent each area  Determine speaking order 14
  15. 15. Public/Private Relationships  Credentialing  Evacuation Training  Understanding of public interest priorities  Government/Fire/Police  Health  Financial  Municipality variances 15
  16. 16. Private/Vendor Relationships  Relocation Plans  Immediate  Short term  Long term  Inventory of what is needed  Third Party vendors and the complication of outsourcing 16
  17. 17. Establishing Priorities  Safety of Employees  Evacuation preparation/testing  After hours testing  Workforce Language Issues  Critical Processes  Departments needed to maintain critical functions  Public Relations  Legal  Executive  Regulatory (financial)  Servicing the Client  Revenue Generating 17
  18. 18. Managing a Crisis  Maintaining an open line  Dedicated staff  Blackberries  Automated Call Trees  Communicating with employees  Identifying critical paths to recovery (IT solutions take longest)  Employee Assistance  Emergency Notification of Family  Modification of standard operating processes preferable 18
  19. 19. Managing The Media Proactive vs. Reactive Coordination with Public Officials Employees First; Rumors Second; Business As Usual Third 19
  20. 20. Ending the Emergency  The crisis calls are for handling a crisis.  Once the conditions for declaring the crisis are over, the calls should cease  Problem management or other SOPs should be initiated  Post-mortems / Lessons learned meetings 20
  21. 21. In Summary  Automated notification process critical  Once a crisis is declared, have initial meeting as soon as possible  Spread out follow up crisis calls as far apart as possible  One speaker per area  No questions until after status  General understanding of the crisis call process  Practice 21

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