This document discusses what constitutes a service breach and how to deal with it. A service breach is when a service is lost, degraded, or compromised. This can result in loss of productivity, threats to reputation, and potential financial penalties. When a breach occurs, the key is to restore service as quickly as possible, with goals to resolve issues within 10/60 minutes, 2/8 hours, and 24 hours. To better prepare, organizations should understand their full service landscape, perform service trend analysis, share risks with stakeholders, and ensure proper monitoring is in place. Advance planning is important to effectively handle any service breaches.

1. WHAT IS A SERVICE
BREACH
How to deal with it?
Jawaid Bhatti
Greater London Authority (Mayor of
London)
IT Operations Manager
Jawaid.Bhatti@london.gov.uk

2. CONTENTS
• Why do we exist?
• What is a Service?
• What indicates a Service
Breach?
• What does it mean?
• What to do?
• Planning ahead
• Virtual Briefcase

3. WHY DO WE EXIST?
• Past dependency
• Financial functions
• Speed & accuracy
• Time to market & productivity
• Directly responsible for productivity
• Business is personal

4. WHAT IS A SERVICE?
• We speak about ‘systems’ ...
• Quarter inch hole ...
• ‘Consumer’ role ?
• Why they need technology?
• Reframe the way you think!
• Focus on ‘Service’

5. WHAT INDICATES A
SERVICE BREACH?
• How do you know? ... what is it?
• Past, current & future breach
• Loss of service, degradation & breach
• Where is it recorded (baselined?)
... an incident is a breach waiting to
happen ...

6. WHAT DOES IT MEAN?
• Loss of productivity
• Threat to reputation
• Performance credits/payments
• Funnel of resources ...
... it’s not what has happened,
but what people think has happened ...

7. WHAT TO DO?
• Goal - Bring back service as quickly as possible ....
• Time is the imperative
• First 10/60 minutes, 2/8 & 24 hours
• Adjust your agreements, trend analysis, monitoring &
alerts

8. WHAT TO DO?
• Goal - Bring back Service as quickly as possible ....
• Time is the imperative
• First 10/60 minutes, 2/8 & 24 hours
• Adjust your agreements, trend analysis, monitoring &
alerts

9. WHAT TO DO?
• Goal - Bring back Service as quickly as possible ....
• Time is the imperative
• First 10/60 minutes, 2/8 & 24 hours
• Adjust your agreements, trend analysis, monitoring &
alerts

10. WHAT TO DO?
• Goal - Bring back Service as quickly as possible ....
• Time is the imperative
• First 10/60 minutes, 2/8 & 24 hours
• Adjust your agreements, trend analysis, monitoring &
alerts

11. WHAT TO DO?

12. WHAT TO DO?
• Goal - Bring back Service as quickly as possible ....
• Time is the imperative
• First 10/60 minutes, 2/8 & 24 hours
• Adjust your agreements, trend analysis, monitoring &
alerts

13. PLANNING AHEAD
• Understand all (geo-demographic service mapping)
• Service trend analysis
• Share the risk
• Re-invent your team meetings
• Build bridges with stakeholders
• Get in at the basement

14. VIRTUAL
BRIEFCASE
• Four lines
• 3 minute rule
• Monitoring on the cheap
• Demography of services
• Opportunity to make a friend

15. WHAT IS A SERVICE
BREACH
How to deal with it?
Jawaid Bhatti
Greater London Authority (Mayor of
London)
IT Operations Manager
Jawaid.Bhatti@london.gov.uk