Microsoft Licensing Business Continuity Plan

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 Principe

December 7, 2010 A UNR & MSLI Collaboration 1


MSLI Reno, Nevada Functions
• MSLI in Reno, NV
– Volume Licensing
– Commercial Licensing
– Original Equipment
Manufacturing
– Entertainment and
Devices



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 Center



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 Staff



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 Site


Benefits
• Mitigate Risk
• Minimize Down Time
• Failover Procedures
• Safety of Employees



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 Command



What Has Been Done
• Management is the Main Champion
• Establishment of BCM headed by Michael
Bateman
• Strong Commitment to Business Continuity



Components of BCM
• Incident Management Plan
• Emergency Response Plan
• IT Systems Recovery
• Pandemic Response
• Business Continuity Plan


Strategic Document:
- Defines Chain of Command
- Internal Communication
Incident - External Communication
Tactical 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


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 Team


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 Ops
Recovery Recovery Recovery Mgmt Mgmt Recovery
Recovery Recovery Recovery Recovery
Recovery
Team Team Team Recovery Team
Team Team Team Team Team
Team


Mobile Worksite Recovery

• Four 53-foot trailers
• 75-80 hour turn-around time
• 50 seats per trailer for key employees



Mobile Worksite Recovery
• On-board Generator and Air Conditioning
• Pre-wired LAN and Voice Connectivity
• Satellite Access
• Workspace Seats
• Voice Recovery
• Wireless Access



Tactical Documentation
• Consistency with Current BCM plan
• Areas of Continuity
– Workforce
– Worksite
– Infrastructure

• Disruption Levels
– Yellow—Minor
– Orange—Significant
– Red—Major



Threat Analysis Matrix
• Business Disruption Severity Levels
• Internal and External Threats
• Impacts Workforce, Worksite and/or
Infrastructure



Emergency Response Guide Cards
• Quick Reference Guide
• Incident Examples
• Who May Be Affected?
• Who Can Help?
• What Might Be Affected?
• What Can Be Done?



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 Systems


Special Thanks
• MSLI • Individuals
• UNR College of – Tom Fullerton
Business – Michael Bateman
Administration – Jeremy Ghisletta
– Mike Colgero
– Robert Troyer
– James Thompson



Questions?


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