This document discusses digital service continuity and IT service continuity management. It begins with definitions of key terms like disaster, critical events, and recovery time/point objectives. It then covers various support models for handling incidents from normal to major. Emergency planning processes and the role of IT service continuity across the service lifecycle are also examined. The document outlines different recovery options and discusses challenges of the cloud. It emphasizes the importance of automation and adequate tools to meet recovery time objectives.

1. Everbridge Copyright 2017
The 10 Critical Things You
Need To Know About Digital
Service Continuity
Troy DuMoulin
VP Research & Development
Pink Elephant

2. Introductions
• Troy DuMoulin
• VP, Research and Development
• Pink Elephant
• @TroyDuMoulin
• Vincent Geffray
• Sr Director, Marketing
• Everbridge
• @VGeffray

3. Everbridge Webinar Series – Copyright 2017 © Pink Elephant, 2017. All Rights Reserved.
#1 – Matter of Definition
§ A disaster is a sudden, calamitous
event that seriously disrupts the
functioning of a community or
society and causes human,
material, and economic or
environmental losses that exceed
the community’s or society’s
ability to cope using its own
resources.
3
(VULNERABILITY + HAZARD ) / CAPACITY To COPE = DISASTER

4. Critical Events Put People, Assets, Operations & Reputation at Risk
Many different STAKEHOLDERS
Many types of CRITICAL EVENTS
Product
Recall Weather
CyberIT Outage
Medical
Emergency
Terrorism
Public
Crisis
Active
Shooter
Supply
Chain
HAZMAT
Employees Executives IT teams ResidentsSuppliers Customers

5. Service Ops Security Ops
Dev Ops DR Ops

6. © Pink Elephant, 2017. All Rights Reserved.
#2 Support Models & Coping Mechanisms
6
• Cause / Effect / Resolution (Known)
Normal Incident
Management
• Cause / Effect / Resolution (Un-Known)
Major Incident
Management
• ITSCM focuses on events that the business
considers a disaster.
Business Continuity / IT
Service Continuity
Break/Fix
SWARM /
Case Mgmt.
Emergency
Response

7. More Use Cases Than Ever Before
EMERGENCY EVENT
EMPLOYEE SAFETY
PUBLIC SAFETY
COMMUNICATIONS
IMPACTED EMPLOYEES

8. More Use Cases Than Ever Before
EMERGENCY EVENT
EMPLOYEE SAFETY
PUBLIC SAFETY
COMMUNICATIONS
IMPACTED EMPLOYEES
IT OUTAGE
CRITICAL BUSINESS
OPERATIONS
COMMUNICATIONS
+
COLLABORATION
+
ORCHESTRATION
KEY STAKEHOLDERS
BUSINESS USERS
RESPONSE TEAMS

9. The Critical Things You Need To Know About Digital Service Continuity © Pink Elephant, 2017. All Rights Reserved.
#3 Business Continuity & ITSCM
9
“The goal of IT Service
Continuity Management
(ITSCM) is to support
overall business
continuity by ensuring
that required information
technology and services
can be resumed within
required & agreed
business timescales.”
Copyright © AXELOS Limited 2011. ITIL®
Service Design 2011)

10. The Critical Things You Need To Know About Digital Service Continuity © Pink Elephant, 2017. All Rights Reserved.
Key Definitions
§ High Availability & Backup ⍯ BCP & ITSCM
§ Failover: The process to restore services in a non
production site
§ Failback: Replicate environment changes back to restored
production environment
§ Recovery Time Objective (RTO) is the amount of time the
business can be without the services needing recovery.
§ Recovery Point Objective (RPO). Is the most recent point
in time from which data can be recovered
10
Last
Recovery
Point
Last
Recovery
Point
4hrs ?? Hrs. /mins
! ✅

11. © Pink Elephant, 2014. All Rights Reserved.
#4 Emergency Planning – Public Safety &
Home Land Security Bureau – 1
§ Communications and Continuity of Operations (COOP)
§ Operational Systems: Identify key communications and
Information Technology (IT) systems that are critical to the
continuation of essential services in an emergency
§ Recovery processes: Develop processes to be used during the
recovery. They should include procedures for triage,
initialization, impact assessment, repair/restoration, post-
incident analysis, and the updating of the Major Incident
Management plan
§ Communications Response Team: Develop a team that will
take action during and following an emergency
§ Major Incident Leader Training: Conduct training for those
responsible for coordinating communications operations during
major emergency events
11
“September 2017 will
long be remembered for
devastating storms.
Hurricanes Harvey, Irma,
and Maria each caused
billions of dollars in
damage, claimed the
lives of many Americans,
and disrupted millions
more. ”

12. © Pink Elephant, 2014. All Rights Reserved.
#4 Emergency Planning – Public Safety &
Home Land Security Bureau – 2
§ Communications and Continuity of Operations (COOP)
§ Employee contact lists: Develop lists that include office
telephone numbers, work cell phone and contact numbers,
and office email addresses
§ Service provider contact lists: Prepare contact information for
IT Suppliers
§ Priority Services: Establish a business impact analysis to
understand the nature and business criticality of impacted
services
§ Alternate Operations Site: Such an alternative is essential in
times of emergency. The designated location must be able to
support critical IT and communications functions
12

13. © Pink Elephant, 2017. All Rights Reserved.
#5 Service Lifecycle & Continuity
Service &
Product
Concept
Service
Design
Service
Transition
Service
Operation
Continual
Improvement
13
BIA?
Supplier?
Investment?
Risks?
Availability?
Continuity?
Support Plan?
Recovery Plan?
Comm. Plan?
Recovery Tests?
Environments?
Recovery Guides?
Awareness?
Testing?
Changes?
BIA?
Test Results?

14. © Pink Elephant, 2017. All Rights Reserved.
#6 - Process View Of ITSCM
Business Continuity
Management (BCM)
Ongoing
Operation
Implementation
Requirements
& Strategy
Invocation
Business
Continuity Strategy
Business
Continuity Plans
Key Activities
Ø Policy setting
Ø Scope definition
Ø Initiate a project
Ø Business impact analysis
Ø Risk assessment
Ø IT service continuity strategy
Ø Develop IT service continuity plans
Ø Develop IT plans, recovery plans, procedures
Ø Organizational planning
Ø Risk reduction and recovery implementation
Ø Initial testing
Ø Education, awareness and training
Ø Review and audit
Ø Testing
Ø Change management
Lifecycle
Initiation
BCM ITSCM
IT Service Continuity
Management (ITSCM)
Ongoing
Operation
Copyright © AXELOS Limited 2011. Reproduced under license from AXELOS. Based on Figure 4.21 Service Design 4.6.4
Continuity
Event
ULTIMATE
TEST!
14

15. © Pink Elephant, 2017. All Rights Reserved. 15
#7 – You Have Recovery Options
IT Service Delivery Disaster
§ An unplanned situation in which it is expected that the period during
which one or more IT services will be unavailable will exceed
threshold values agreed to with the customer.
IT Recovery Options
§ Manual Work-around
§ Reciprocal Arrangements
§ Gradual Recovery a.k.a. Cold Standby (Place To Buy Cookies)
§ Intermediate Recovery a.k.a. Warm Standby (Grandma’s Cookies)
§ Immediate Recovery a.k.a. Hot Standby (2nd Cookie Jar)

16. © Pink Elephant, 2017. All Rights Reserved.
#8 ITSCM & The Cloud?
16
• Financial Management: Capx vs Opx
• Supplier Management
• Configuration Management Capabilities
• Change Management
• Software Defined Environments
• Continuous Delivery & Deployment (Replication?)
Critical Capabilities
DRaaS?

17. © Pink Elephant, 2017. All Rights Reserved.
#9 ITSCM vs Disaster Recovery
17
Case Study
Example
Process

18. Lack of Automation of Adequate Tools Lead to Missed RTOs
Source: 2017 State of Incident Management

20. Lack of Automation of Adequate Tools Lead to Missed RTOs
Source: 2017 State of Incident Management

21. © Pink Elephant, 2017. All Rights Reserved.
#10 – Things Can Change Rapidly
§ Situational Analysis / Triggers?
1. Standard Incident to be handled by normal incident management procedures? (Yes /
No)
2. Major Incident requiring the sustaining of the current support model? (Yes / No)
3. Disaster/Crisis requiring execution of Disaster Recovery Plan? (Yes / No)
21

22. What Do Best Performing Organizations Do?
1. Have a Plan for when bad things happen (no guesswork)
2. Automate their response process (error-free, no stress)
3. Continuously Improve Performance (Feedback-loop)
Plan. Automate. Improve.

23. Solution Requirements to Support BCM and ITSCM
COMMUNICATIONS
COLLABORATION
ORCHESTRATION
ON-CALL SCHEDULE
CONFERENCE BRIDGES
CHATOPS CHANNEL
UNIFIED RESPONSE PROCESS
INTEGRATE WITH ITSM
INTEGRATE WITH ITOM, SIEM
RESPONSE WORKFLOW AUTOMATION
ENTERPRISE, RELIABLE, SCALABLE, SECURE PLATFORM
DevOps
Security
Operations
Service
Operations
IT DR/BC
Business
Continuity IMPACTED EMPLOYEES
KEY STAKEHOLDERS
BUSINESS USERS
RESPONSE TEAMS
MULTI-MODAL (SMS, Voice…)
2-WAY
AUTOMATED ESCALATION

24. 1. NOW: block one hour on your calendar on Monday 12/18
2. Review Your Operational Response Processes
• How did we do during last Major IT Incident (RTOs)?
• Consistent process regardless of the type of event (or chaos)?
• How prepared are we to respond to the next one within your RTOs?
• How many notification tools/formats are we using today?
• Can we easily improve the current situation (Lean, Automation) ?
3. Build a Business Case for a Response Automation Solution
Where Do I Start?

25. Lets Continue the Conversation
• Troy DuMoulin
• t.dumoulin@pinkelephant.com
• blogs.pinkelephant.com/troy
• @TroyDuMoulin
• Vincent Geffray
• vincent.geffray@everbridge.com
• Italerting.com/blog
• @VGeffray

26. ITalerting.com
IT Operational Response Management
Automate Communication, Collaboration, and Orchestration
for Faster Service Restoration and Delivery
intelligent notifications • rules-based escalation • 1-click conferencing • on-call scheduling • collaboration • auditing & reporting