IDRC Davos 2012 post conference presentation of Glikeria Zigouri,Group Business Continuity Manager,COSMOTE Mobile Telecommunications S.A., Maroussi, Greece about Implementing a Business Continuity Management System in Telecoms

1. Implementing a Business Continuity
Management System in Telecoms
Glikeria Zigouri
OTE Business Continuity Manager
August 2012

2. COSMOTE’s Business Continuity Mgmt - History
Risk Mitigation Strategy, Test plans for the Test Events, Crisis Operation Centre for
2002-4 the Olympic Games
BCM KICK OFF - Olympic Games expertise : the trigger to start a holistic BCM
2004-6
approach in COSMOTE
Approach based on PAS56
27 Departmental business recovery plans
Risk Assessment/BIA questionnaire based
2006-7
Emergency planning, based on 16
Emergency Management/CMP/Training
specific scenarios
BCM Plans & Strategies redeveloped
BCM Policy designed aligned to BS 25999
aligned to BS 25999
2008
to date New operational Chart for Incident & BCM Training & Awareness for all BCM
Crisis Response established Teams
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3. Some Interesting BCM Figures
4
Companies in
SE Europe
implement
BCM under our
coordination
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4. BCM Does not Do Magic !!!
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5. Business Continuity Management
A holistic management process that identifies potential threats to an
organization and the impacts to business operations that those threats, if
realized, might cause, and which provides a framework for building
organizational resilience with the capability for an effective response that
safeguards the interests of its key stakeholders, reputation, brand and
value-creating activities
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6. Business Continuity Management System
A relatively newcomer to the arena
of business disciplines
Creates operational structures
Creates & develops the processes and procedures to be
implemented in the event of a very serious incident which
threatens the organization’s continuity
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7. British Standard BS25999
Understanding
the Organisation
Exercising, BCM Determining
Maintaining Programme BCM
& Reviewing Management Strategy
Developing and
Implementing
a BCM Response
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8. Understanding the Organization
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9. Deciding what to protect…
 Key People
 Key Network Systems
 Key IT Systems Human Resources
 Customer Care
Buildings &
Technology Infrastructure
 Data Centres
 Main Network Equipment locations
Business Processes,
Technology & IT
.
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10. Deciding what to protect…
 Key Product & Services
 Voice calling;
 SMS Text messaging;
 Data services – mobile broadband;
 MMS messaging;
 Roaming services;
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11. The reason………..
 Identify Mission-critical Net, Business and IT processes and resources identified
 Determine RTOs
 Highlight the interdependencies between Business and IT processes
 Establish the priority of the recovery of these processes
 Enhance senior management's understanding of the business risks
 Identify Business process and application/technology interdependencies
Determine the most critical Business processes and identify how the Business is
affected from one day to one week, during the outage
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12. Determining BCM Strategies
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13. The Art of Continuity….
IT & Cellular Network
• Technical Recovery Coordinators appointed and trained
• Critical Applications, Systems & Services as Technical Recovery targets
• Technical Recovery Strategies ( per critical element )
• Technical Recovery Plans ( per critical element )
• Rehearsal Plans
• Live Testing Programme
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14. The Art of Continuity….
Technology & Customer Care Recovery Sites
• Technology (Net & IT), Customer Care sites, scattered across Greece
with embedded resilience
Recovery Workplaces
• Recovery Workplaces fully equipped and tested with Workstations and
Laptops to accommodate employees & critical business processes
Alternative Workplace 1 Alternative Workplace 2
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15. Developing & Implementing a BCM
Response
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16. Incident Management
Incidents may occur any time without notice.
Early detection, prompt notification and reporting of an incident, ensures that the
necessary safety and control procedures are immediately activated so that the
correct priorities can be followed:
Buildings, Technology Business Processes,
Human Resources
Infrastructure Technology & IT
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17. Why should an incident be reported?
Incidents are never welcome, still there are some serious gains when
reported and filed accordingly :
 Not always obvious what has gone wrong and what the consequences are
 To manage any incident it is necessary to get the :
Right Information …
To the right people…
At the right time...
So they can make the right decisions !!!
 Lessons Learnt
 Preventive / Proactive Measures for similar incidents in the future
 Evidence to prove to Auditors and Interested Parties that we have a
credible BC Programme
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18. Incident Management Report Forms
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19. BCMS Documentation
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20. Golden Rule: The plan is nothing, Planning
is everything
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21. Exercising, Maintaining, Reviewing
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22. Why Learning is important
The ability to be cool, confident in a major incident is not an inherited characteristic, but is
the direct result of how well prepared one is, for the crises
Exercises, are a powerful means not only of testing your plans, but also of educating BCM
teams, employees and encouraging the right type of attitude and thinking
 Establish annual education programmes including but not limited to) :
 Classroom Trainings Total Number of Total No of
Events participants
 Desktop Exercises
 Wide Rehearsals
 Awareness Sessions
33 1.998
Statistics 2011
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23. Rehearse, rehearse, rehearse…
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24. Rehearse, rehearse, rehearse…
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25. Building Culture: The toolset
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26. eLearning
At a glance
Τhe e-learning tool hosted at www.cosmote-
businesscontinuity.gr was created by COSMOTE
Group Business Continuity Section aiming the education
and awareness of all COSMOTE Group employees to the
principles of Business Continuity Management and its
role. It is constructed in Flash platform having a micro
site structure , that makes navigation of users friendly.
The tool is bilingual in both English and Greek.
Moreover, a 10 - questions
quiz was incorporated to
the tool.
Users that scored 50%+
could download and print
with their name the
Certificate of BCM
eLearning.
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27. Awareness Assessment
Total running Total number Average daily
time of visits visits
8
working
1516 visits
190
visits per
days working day
Out of a total of 2350 employees
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28. Business Continuity flash Teasers & Posters
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30. Important things to keep in mind for BCM
 Business Continuity Management is good Corporate Governance
 Incident Management, Crisis Management & Crisis Communications are
all part of Business Continuity Management
 Disaster Recovery is yesterdays’ news. Resilience is todays’ requirement
 Habitual Business Continuity: Survival as a habit
 Create Efficiencies by capitalizing on Best Practice & make use of lessons
learnt
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31. Some Words of Wisdom…
 Always plan for where you are, not for where you aspire to be
 Prepare for Impact, not for Scenarios. Scenarios can be countless, Impact
is countable.
 Have a well rehearsed method for exchanging information
 Synthesize the information before feeding it to the Top Team
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32. Contact: Glikeria Zigouri
gzigouri@cosmote.gr
+30 697 6883886
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