BMG was contacted by a client in Northern Ontario for assistance after a server failure made critical data unusable, costing over $50,000 to recover and $5,000 per day in lost services; BMG conducted a comprehensive IT audit and capacity review, identifying a lack of strategic management and IT capacity as the root cause and providing recommendations to improve operations, procedures, infrastructure, and prevent future disasters; the client intends to present BMG's report to the Ministry for approval and funding to implement the recommendations.

1. INSPIRE case study
a consulting
Preventive IT Capacity Review
helping our client to build preventive maintenance and disaster recovery capacity
As organizations grow, capacities in had also failed was sent the next day; and when it was
IT management and risk management and the approved, BMG’s consulting team was
tend to be left behind. When it comes backup data on the way to Northern Ontario.
to IT, “If it ain’t broke, don’t fix it” was not us-
able. With its Originally, we had been requested to
attitude can certainly save you a few
system inop- conduct an IT infrastructure audit.
dollars now; but it is really like playing
erative, IT staff However, as we became more involved
Russian roulette. Insufficient IT
scrambled to in this project, the root cause became
Capacity and Risk
recover data, apparent: A lack of strategic manage-
Management can
caseworkers ment led to insufficient IT capacity to
caus e ser vice
were forced to perform manual docu- keep up with growth. We are driven to
disruptions, if you
ment entry and senior management building our client’s
are lucky; worse,
looked for ways to cover the cost. capacity, to em-
your organization
Shortly after contacting vendors, the power our clients
can be incapacitated for weeks or
recovery cost of this disaster began to with key skills
months if mission critical data/system
be glaringly apparent. Data recovery critical to their
becomes completely unusable. Such
alone would cost over $50,000 and missions. There-
was the situation our client faced
the cost of service interruption was fore, it was essen-
when Barnes Management Group
estimated to be well over $5,000/per tial that we investi-
(BMG) received a call from them one
day, intangible impact notwithstand- gate areas beyond
morning.
ing. IT infrastructure.
These were:
 Existing IT infrastructure setup and
Client Situation Our Involvement IT systems. Potential points of
failures, system bottlenecks and
Our client, located in Northern On- At BMG, we aspire to create a posi-
limitations.
tario and funded by Ontario Provincial  IT staff’s roles, responsibilities and
tive impact on society through our
government, is a provider of child level of work load.
consulting services. Driven by this
welfare and children’s mental health value, we have established long  System users’ usage patterns and
services in several communities in lasting partnerships with many not-for- challenges they face when dealing
Northern Ontario. In attempt to keep profit organizations, including this with stress from casework, traveling
up with the demand for children’s particular client. So when their Ex- to case locations, adhering to Pro-
social and mental health services in ecutive Director called BMG that vincial policies or using the systems
the region, our client has now over morning, we were sincerely regretful in general.
100 full time staff and the growth is for their situation and felt truly hon-  Organizational objectives, recent
expected to continue at a fast pace. oured to be the one they looked to for and anticipated growth, IT financial
assistance. planning process and the objectives
Our client depends on various infor- of this audit.
mation systems (e.g., tracking case Right away, we assigned a project lead
progress, HR management and etc). with from BMG’s core team and in-
But Risk Management and Disaster stantly carried out a rigorous evaluation
Prevention were not a major part of its process to select the most fitting and
management process. And over one knowledgeable consultant from our
weekend in August 2011, a server pool of associates. Understanding the
hosting its critical system unexpect- urgency of the situation, a proposal
edly went down. Critical data storage
Barnes Management Group | 1 Yonge Street, Suite 911 | Toronto | Ontario | M5E 1E5 | Canada | 416 977 3811

2. approval on developing much needed
Results plans, procedures and policies to
Key Success Factors: ensure service continuity .
BMG delivered beyond what was
Closing
 Thorough knowledge of asked of us, our genuine intention was
existing IT operations to ensure our client has the capacity to
proactively and strategically manage its BMG managed to successfully re-
and needs IT operations to prevent disasters and spond to our client’s urgent needs. It
 Identification of the to quickly recover if an unforeseen was only possible by conducting
client’s IT growth plan disaster does occur. This approach comprehensive investigation on our
was instrumental to the success of the client’s management process, IT
 Keen awareness of the
report in that it provided a comprehen- infrastructure, organizational capacity
client’s financial and operations. Our consultation
sive coverage of all issues surrounding
capabilities IT capacity. Even with all critical data process was engaging, friendly,
 Solutions to address eventually recovered, our client was respectful and inquisitive. Further-
remarkably fortunate; it could easily more, success of this project would
current and future not have been possible without the
have faced the worst case scenario.
requirements Nevertheless, the system was out for 2 warm hospitality, cooperation and
weeks and cost well-over $100,000. dedication of our client.
So once again, this case proves an
age-old truth: prevention is less costly
In the end, we delivered a comprehen- than recovery. With a strong financial
sive audit report with recommendations impact analysis outlined in BMG’s audit
on organizational policies, operational report, our client intends to present this
procedures and IT infrastructure set- report to the Ministry for approval to
ups that our client would need, to improve its IT operations and risk
ensure service continuity and prevent management.
future disasters. We identified the root
cause to be the organizational capacity
of the IT department and suggested Since this audit report, there is now an
actions to strategically manage that. incredible momentum to ensure its
Not stopping there, we also planned service continuity and to enhance IT
our recommendations in phases such capacity in our client’s organization.
that IT staff would be coached by Changes to current IT infrastructure in
consultants in initial phases and could protecting critical system/data are
carry out similar tasks independently in already in progress. Backup data
the future. With this unconventional centre is approved to be constructed.
approach, overall implementation cost IT recruiting efforts are now in place.
would be dramatically reduced AND it The IT department now has a much
would be a remarkable opportunity to more important role in senior manage- Contact
improve IT staff’s capacity. ment practices. For example, and
most importantly, IT staff are no Clare Bonnell
longer treated as just “Computer-Fixer Senior Associate
Recommendations -Upper” but rather an integral part of Phone: +1 416 977 3811 x105
our client’s growth strategy. And the Email:
include:
agency is waiting for the government cbonell@barnesmanagementgroup.ca
 Service Continuity
 Organizational Capacity
 General Policies and
Procedures
 Service Enhancement &
Cost Saving Measures
Barnes Management Group | 1 Yonge Street, Suite 911 | Toronto | Ontario | M5E 1E5 | Canada | 416 977 3811