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Demonstrating Value Of Business Continuity Program Using Quantitative Scoring Of Incidents


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Speaker Details:
Karthik Vaidyanathan
Global Program Manager
Microsoft, India

Published in: Leadership & Management
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Demonstrating Value Of Business Continuity Program Using Quantitative Scoring Of Incidents

  1. 1. Continuity and Resilience (CORE) ISO 22301 BCM Consulting Firm Presentations by speakers at the 5th India Business & IT Resilience Summit June 1, 2017 at Meluha – The an Ecotel Hotel Mumbai, India Our Contact Details: UAE INDIA Continuity and Resilience P. O. Box 127557 Abu Dhabi, United Arab Emirates Mobile:+971 50 8460530 Tel: +971 2 8152831 Fax: +971 2 8152888 Email: Continuity and Resilience Level 15,Eros Corporate Tower Nehru Place ,New Delhi-110019 Tel: +91 11 41055534/ +91 11 41613033 Fax: ++91 11 41055535 Email:
  2. 2. Post Event Reviews Demonstrating Business Continuity value by quantitatively scoring incident response Microsoft Services Information Protection and Governance
  3. 3. On personal devices 24 x 7 collaboration On the road In the office At home Through social media Public Data Internal Data Confidential Data On Premise Cloud Applications Network Devices ‘Things’ Infrastructure Today’s computing is heavily inter-connected
  4. 4. On personal devices 24 x 7 collaboration On the road In the office At home Through social media Public Data Internal Data Confidential Data On-premise Cloud Applications Network Devices ‘Things’ Infrastructure …and failures are inevitable!
  5. 5. Microsoft Customer Service & Support Overview
  6. 6. What does CSS care about?
  7. 7. Telecom Services PG Vendor PBX Aceyus Reporting ICM NA Verizon IPTF/MPLS Network PG MS Nortel Bangalore Embassy MS4 Host B11 Las Colinas Charlotte Existing MS Global Contact Center Infrastructure Genesys IVR PG Gateway CVP/VHTPG ICM Admin GW/ Router SBC MS Nortel Bangalore Signature PG Fargo SBC SammD Mississauga MS4 ICM PG s Gateway Gateway GatewayGateway EMEA Carriers Munich Redding Shanghai 25 other Regional PBX s APAC Carriers Multiple Carriers Multiple Vendor PBX Skype PSTN Connection Customer PSTN • Voice Network • Contact Routing • Customer classification • Agent Endpoint • Reporting 48Internal and external technology platforms Plus, regional partners and customer network dependencies Call centers – Americas Global Call centers What it takes to route a call?
  8. 8. Limitations of Business Continuity Exercises Some (or all) participants are notified ahead of time! Real incidents impose additional constraints not anticipated during exercise Unable to exercise all components effectively in a complex setup Repeat exercise scenarios can be difficult for participants to stay engaged Key resources are made available, kept away from regular work Exercises become invalid if/when configuration changes
  9. 9. Post Event Reviews • Review of incident response using quantitative metrics • Score incidents based on response effectiveness • Categorize based on outcomes • Identify and track corrective actions • Focus on customer experience • Events which have direct customer impact • Break/fix in nature • Validate if continuity plans are effectively mitigating impact • Not a root cause analysis, it is carried out by technical teams • Operational events that are not break/fix in nature • Not an attempt to fully prevent them from happening Process In Scope Out of Scope
  10. 10. Incident response analysis Metric Description Time to detect Manual or automated detection of an incident from time of occurrence Time to Notify Stakeholder notification Business Engagement Set up business response bridge and get stakeholders join Time to Escalate Fix team is engaged for troubleshooting Strategy documented Documented Microsoft, supplier strategy in place Strategy executed Customer impact mitigated 82.72% 81.82% 84.60% 17.28% 18.18% 15.40% 0.00% 10.00% 20.00% 30.00% 40.00% 50.00% 60.00% 70.00% 80.00% 90.00% 1 2 3 Target- Non defects Defects threshold YES NO N/A Defect Trends - Overall Defect Trends – Metrics-wise 0% 20% 40% 60% 80% 100% Timely Escalation Notification Business engagement Fix Team engagement Documented Implemented Yes No N/A
  11. 11. • Partial Failures • Configuration Errors • Monitoring capability • Planned Maintenance/ Upgrades • Onboarding process • Training • Inaccurate plans • Scenario not appropriately addressed • Data freshness, change not captured • Lack of awareness among stakeholders • Escalation process not well defined • Lack of Training • Auto-resolved • Configuration Errors • Operational Issue Cause and Effect Analysis Incident Response Gaps Timely Escalation Documentation Resolution Notification Business Engagement BC plan implementation
  12. 12. Blockers and Options Program is still developing Enables effective planning Lack of tools, investment Enterprise software is adequate Management buy-in, a challenge Align with business goals Our situation is different Focus on program scope Scorecard already exists Translate readiness to reality