Microsoft Licensing Business Continuity Plan

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  • Alex & Tom
  • Jeremy
  • Jeremy
  • Mallory
  • Gene
  • Melissa
  • Melissa
  • Sean
  • Mackenzie
  • Mackenzie
  • Kern
  • Kern
  • Ellen
  • Ellen
  • Samson
  • Elaine
  • Elaine
  • Sean
  • Sean
  • Sean
  • Microsoft Licensing Business Continuity Plan

    1. 1. BUSINESS CONTINUITY MANAGEMENT Emergency Response Guide Report Prepared by the University of Nevada, Reno College of Business Administration Melissa DeAngelo Mackenzie Heys Jeremy Ding Elaine Noble Sean Findley Samson Malchi Gene Goetting Ellen O’Rourke Kern Herron Mallory PrincipeDecember 7, 2010 A UNR & MSLI Collaboration 1
    2. 2. BUSINESS CONTINUITY MANAGEMENT MSLI Reno, Nevada Functions• MSLI in Reno, NV – Volume Licensing – Commercial Licensing – Original Equipment Manufacturing – Entertainment and DevicesDecember 7, 2010 A UNR & MSLI Collaboration 2
    3. 3. BUSINESS CONTINUITY MANAGEMENT The Project• Building Upon the Relationship Between UNR and MSLI• Utilize Graduate Level Experience• Analysis of Current MSLI BCM• Focus on Key Support Departments – Help Desk – Data CenterDecember 7, 2010 A UNR & MSLI Collaboration 3
    4. 4. BUSINESS CONTINUITY MANAGEMENT Help Desk• 7 Direct Employees• Infrastructure Systems – Computers – Network• Work Through Tickets• May Complete 70% of Work Tasks Remotely• Global Help Desk Support• 28 IT Personnel Possible Additional Support StaffDecember 7, 2010 A UNR & MSLI Collaboration 4
    5. 5. BUSINESS CONTINUITY MANAGEMENT Data Center• Two Data Center Locations – Reno, Nevada – Phoenix, Arizona – Failover to Quincy, Idaho• Employees – 14 Employees – 1 Team Lead at Each Location – 1 Operations Manager Located in Phoenix• 75% of Work is Completed On SiteDecember 7, 2010 A UNR & MSLI Collaboration 5
    6. 6. BUSINESS CONTINUITY MANAGEMENT Benefits• Mitigate Risk• Minimize Down Time• Failover Procedures• Safety of EmployeesDecember 7, 2010 A UNR & MSLI Collaboration 6
    7. 7. BUSINESS CONTINUITY MANAGEMENT Success Factors• Communication to all Stakeholders• Training on the BCP prior to an incident• Exercised annually with results documented• BCM Plan updated as needed to reflect results• Chain of CommandDecember 7, 2010 A UNR & MSLI Collaboration 7
    8. 8. BUSINESS CONTINUITY MANAGEMENT What Has Been Done• Management is the Main Champion• Establishment of BCM headed by Michael Bateman• Strong Commitment to Business ContinuityDecember 7, 2010 A UNR & MSLI Collaboration 8
    9. 9. BUSINESS CONTINUITY MANAGEMENT Components of BCM• Incident Management Plan• Emergency Response Plan• IT Systems Recovery• Pandemic Response• Business Continuity PlanDecember 7, 2010 A UNR & MSLI Collaboration 9
    10. 10. Strategic Document: - Defines Chain of Command - Internal Communication Incident - External CommunicationTactical Document: Management- Workforce Recovery Plan- Worksite Recovery- Infrastructure Recovery Business Emergency Continuity Response Plans Plan BCM - Ensuring Life and Safety of the Workforce - Damage Control and Assessment Pandemic IT Systems Response Recovery - Network Recovery - Identification of Pandemic - Hardware Recovery - Communication - Software Recovery - Response and Escalation - Data Recovery - Information Security Recovery
    11. 11. BUSINESS CONTINUITY MANAGEMENT Organizational Structure• Necessary for Assessment and Incident Control• Manage Significant and Major Disruptions• Site Recovery Leader• Functional Recovery Leader• OEM/Commercial Business Recovery Leader• Incident Management TeamDecember 7, 2010 A UNR & MSLI Collaboration 11
    12. 12. Organizational Incident Management Team Chair Person: Brian W. Moore Finance: Jaron Chatterley Site Recovery Structure Facilities: Gary Souza BCP Coordinator: Michael Bateman Leader Administration: Rachael Jones Pri: Robert Barrett Human Resources: Guinevere Maxwell Alt: Mary Ellen Smith IT: Kyle Kittell (Pri); Tom Fullerton (Alt) Vendor Coordination: Jaron Chatterley Recovery Com Ops Business OEM Business Project Recovery Leader Recovery Leader Pri: John Solheim Manager Pri: Jeff Paris Alt: Mike Leonard Pri: Michael Bateman Alt: John Pompei Alt: Steve Agnor Supply Channel NAOC LOC CRMT OEM ASM OEM Rev. Com Ops Channel Channel Customer Com Rev. Chain Mgmt Ops Team Team Rec. & Acct ASM Mgmt Mgmt Team Rec. & Acct Team Team Team Leader Leader Team Leader Team Leader Team Pri: Andy Leader Pri: Mark Leader Pri: Mark Leader Pri: Carlos Leader Pri: Mary Pri: Dave Leader Henrique Leader Gagnon Jorgensen O’Conner Pri: Cindy Pri: Mesfin Lout Testa Hollan Pri: TBD Franca Pri: TBD Alt: Josh Alt: Mark Alt: Mark Healy Felleke Alt: Michael Alt: Kelly Alt: TBD Alt: Joca Alt: TBD Reimer O’Conner Jorgensen Alt: Kevin Alt: Sandy Wall Fisher Dewey Teixeira Guertin OEM Rev. NAOC LOC Com Rev. Supply Channel Com. Ops Customer CRMT OEM ASM Rec & Acct Channel Channel Rec. & Acct Chain Mgmt ASM OpsRecovery Recovery Recovery Mgmt Mgmt Recovery Recovery Recovery Recovery Recovery Recovery Team Team Team Recovery Team Team Team Team Team Team Team
    13. 13. BUSINESS CONTINUITY MANAGEMENT Mobile Worksite Recovery• Four 53-foot trailers• 75-80 hour turn-around time• 50 seats per trailer for key employeesDecember 7, 2010 A UNR & MSLI Collaboration 13
    14. 14. BUSINESS CONTINUITY MANAGEMENT Mobile Worksite Recovery• On-board Generator and Air Conditioning• Pre-wired LAN and Voice Connectivity• Satellite Access• Workspace Seats• Voice Recovery• Wireless AccessDecember 7, 2010 A UNR & MSLI Collaboration 14
    15. 15. BUSINESS CONTINUITY MANAGEMENT Tactical Documentation• Consistency with Current BCM plan• Areas of Continuity – Workforce – Worksite – Infrastructure• Disruption Levels – Yellow—Minor – Orange—Significant – Red—MajorDecember 7, 2010 A UNR & MSLI Collaboration 15
    16. 16. BUSINESS CONTINUITY MANAGEMENT Threat Analysis Matrix• Business Disruption Severity Levels• Internal and External Threats• Impacts Workforce, Worksite and/or InfrastructureDecember 7, 2010 A UNR & MSLI Collaboration 16
    17. 17. December 7, 2010 A UNR & MSLI Collaboration 17
    18. 18. BUSINESS CONTINUITY MANAGEMENT Emergency Response Guide Cards• Quick Reference Guide• Incident Examples• Who May Be Affected?• Who Can Help?• What Might Be Affected?• What Can Be Done?December 7, 2010 A UNR & MSLI Collaboration 18
    19. 19. BUSINESS CONTINUITY MANAGEMENT Recommendations• Organizational Table Top Exercises• Consider Incident Assembly Area• Data Center Global Failover Exercises• Establish Ticket Prioritization Procedure• Cross Train IT and Help Desk Staff• Consider Local Alternatives to Mobile Worksite Recovery System• Establish Alternative Communication SystemsDecember 7, 2010 A UNR & MSLI Collaboration 20
    20. 20. BUSINESS CONTINUITY MANAGEMENT Special Thanks• MSLI • Individuals• UNR College of – Tom Fullerton Business – Michael Bateman Administration – Jeremy Ghisletta – Mike Colgero – Robert Troyer – James ThompsonDecember 7, 2010 A UNR & MSLI Collaboration 21
    21. 21. BUSINESS CONTINUITY MANAGEMENT Questions?December 7, 2010 A UNR & MSLI Collaboration 22

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