IT Service Continuity Management (2022)

Description/Summary

Information Continuity Management is dealing with the implementation and monitoring of a predefined Continuity level for the IT environment. Continuity management is balancing the insurance level for the disaster case with the resources, requirements and costs. Continuity analysis as starting point, based on Service definitions, SLAs and costs to define the customer requirements on Continuity level. Internal, minimal Continuity requirement is named IT basic recovery level. Additional Continuity requirements of the customer has to be defined on individual base.

Objectives

Ensure that agreed facilities, services and resources can be reassumed in agreed time scale and level of availability.

Information Continuity Management contributes to an integrated Service Management approach by executing the following activities:

  • Identifying and defining the internal and external Continuity requirements
  • Performing a Business Impact Analysis and a Risk Analysis
  • Planning of Continuity strategy and procedures
  • Managing the implementation of Continuity actions and the organization
  • Evaluating the Continuity procedures (preventive and recovery case) and Continuity measures
  • Continuity Reporting
  • Continuity audit and improvement

Roles & Functions

Continuity Management specific roles

Static Process Roles

Continuity Process Owner
Continuity Process Manager

IT Continuity Management Process is controlled by the Continuity Manager. Continuity Manager can delegate tasks to specialized staff. Should it be necessary to use external staff, an approval of the budget responsible person is necessary.

Continuity Management Process Staff

Staff in Continuity Management is performing mandatory tasks for the Continuity Manager.

Dynamic Process Roles

Continuity Auditor

Service Specific Roles

Roles depending on the affected service are found in the Service Description.

Service Expert/Service Specialist
Service Owner
Service User

Customer Specific Roles

Roles depending on the affected customer(s) are found in the Service Level Agreement. The Service Level Agreement for the customer specific roles is maintained by theService Level Agreement Management.

Customer(s)
Customers of the affected Service with a valid SLA

Information artifacts

Continuity Plan (Recovery Plan)

Set of targets, measures, reports and actions to establish, maintain and audit certain level of Continuity for a set of IT services for a certain time frame (year etc.)

Continuity Design Record

  • Continuity Design ID
  • Continuity Design Requester
  • Continuity Design Description
  • Continuity Design Agent
  • Continuity Design Owner
  • Service: The Service which has to be (re)designed
  • Risk for Service:
  • Recovery Plan for Service:
  • Fallback Option in case of Recovery Plan Failing:

Continuity Transition Record

  • Continuity Transaction ID
  • Continuity Transition Requester
  • Continuity Transition Description
  • Continuity Transition Agent
  • Continuity Transition Owner
  • Service: Services affected by the Change
  • Configuration Items: CI affected by the Change

Continuity Verification record

  • Continuity Verification ID
  • Continuity Verification Requester
  • Continuity Verification Description
  • Continuity Verification Agent
  • Continuity Verification Owner
  • Continuity Verification Auditor
  • Service: Services affected by the Continuity Audit
  • Configuration Items: CI affected by the Continuity Audit
  • Customer: Customer affected by the Continuity Audit
  • User: User affected by the Continuity Audit
  • Expert/Specialists: Expert/Specialists affected by the Continuity Audit

Key Concepts

Continuity Controls

Continuity Data Set for Design

Responsible persons
will be defined out of the group of Continuity responsible staff
RFC
Interface to Change Management
Status
Comment
Service out of the service catalogue
Interface to the Service Level Management. If service is known, all further parameters like service responsible person and expert group are known
Continuity Requirements
Description what needs to be changed at the defined service

Life Cycle of Data Set for Design

Continuity Data Set for Implementation

GUID
Responsible persons
will be defined out of the group of Continuity responsible staff
RFC
Interface to Change Management
Status
Comment

Life Cycle of Data Set for Implementation

Continuity Data Set for Validation

Life Cycle of Data Set for Validation

Continuity Data Set for Maintenance

Life Cycle of Data Set for Maintenance

Risk Assessment, Business Continuity Analysis and Business Impact Analysis as inputs to the Recovery Plan

Several analysis areas to define the Continutiy Plan:

  • Risk Assessment (CRAMM) helps to determine the likelihood and the possible size of disaster case or other disruption. Risk assessment is defined by the analysis on
    • Assets
    • Threats
    • Vulnerabilities
  • Business Continuity Management: analysis of business processes to ensure a minimal service. minimization of risks and developing plans for recovery
  • Business Impact Analysis: determining the requirements how much the organization is to lose as a result of a disaster or other service disruption

This factors analysis areas a risk and risk probability. To define countermeasures is the task of the recovery plan.

Recovery Options

  • do nothing
  • fallback to a manual system
  • mutual agreements
  • gradual recovery (Cold Standby) > 72 h
  • intermediate recovery (Warm Standby) 24 – 72 h
  • immediate recovery (Hot Standby) < 24 h
  • combination of options

Process

Critical Success Factors

C’’riticalS’’uccessFactors (CSF) define a limited amount of factors influencing the success of a process. For theContinuity Managementfollowing factors can be defined as CSF:

  • Support from the organization and by the customer
  • Effective Configuration Management Process
  • Close collaboration with Change Management Process
  • Awareness, trainings and tests
  • Acknowledgment of IT-strategy

Continuity Managerhas to regard the CSFs and to define and implement measures to fulfill the process success.

(Video) IT SERVICE CONTINUITY MANAGEMENT - Learn and Gain

Continuity Planning

High Level Process Flow Chart

Performance Indicators (KPI)

  • Number of changes to Continuity Plan
  • Number of Continuity Problems

Process Trigger

Event Trigger
Time Trigger

Process is triggered periodical.

Process Specific Rules

Process Specific Rules

  • Each Change to Continuity Plan needs to be documented
  • Each Change to Continuity Plan needs to be communicated

Process Activities

Continuity Plan Definition

Continuity Plan Definition is dealing with definition of

  • Basic Continuity plan

Activity Specific Rules

  • Continuity Manageris set to the person who responsible for Continuity process
  • Continuity Management Teamis set persons who are staff involved in Continuity assurance activities
  • The Continuity Plan is defined:
    • add new rules
    • modify existing rules
    • delete expired rules
Continuity Plan Monitoring

Continuity Plan Monitoring is responsible for the monitoring and update of Continuity planning.

Activity Specific Rules

  • Communicate Continuity plan
  • Assure that staff understands and follow rules by auditing and teaching staff
  • trigger updates of the Continuity Plan if necessary

Continuity Design Assistance

Sub processDesignin Continuity Management is responsible for the initial planning or planning of optimizations of the Continuity process. If a change proposal on Continuity process is classified the change needs to be planned as well. This is performed by an expert out of the responsible expert group (interface to the Service Level Management). This sub process is triggered by Service Design After the planning of Continuity measurements is finished the status needs to be changed to ‘‘planned.

Process owner is theContinuity Manager. Process agent is an expert assigned by „Continuity Staff“.

High Level Process Flow Chart

Performance Indicators (KPI)

  • Number of new Continuity Design Assistance Requests
  • Number of „approved – successful“ and „approved – unsuccessful“ Continuity Design Assistance Requests
  • Ratio of „approved – successful“ and „approved – unsuccessful“ Continuity Design Assistance Requests

Process Trigger

Event Trigger

The process is initiated by Change Management

Time Trigger

Process Specific Rules

Process Specific Rules

  • Each Continuity Design Assistance request must be recorded
  • Continuity Design Assistance Agent has to document the request and the result
  • Continuity Design Assistance Owner has to control the agent
  • Continuity Design Assistance requester has to be informed on design status

Process Activities

Design of Continuity Part in Service Design Package

Within this activity the Continuity section of the service design package is designed.

Activity Specific Rules

(Video) IT Service Continuity Management Example

  • Set the Continuity Design Owner to a member of the IT Continuity Management Staff
  • Set the Continuity Design Agent to a member of the Service Expert or Specialist Group
  • Design Continuity according to the Continuity Plan
  • Coordinate Continuity Design package with the activity „Continuity Design“ and other relevant Service Designer
  • Document in the Service Design package and fill out the Continuity Design Record
  • Go to control activity „designed“
Approval of Continuity Design Package

With this activity the Continuity Manager decides on service design package. His decision is based on the cost expectations and the Continuity Definition. In general three results of this activity are possible:

  • Continuity Design Package is finally neglected
  • Continuity Design Package is temporary refused and returned to the Continuity expert, for the improvement or optimization of the Feasibility Study
  • Continuity Design Package is accepted.

Activity Specific Rules

  • Set the Continuity Design Agent to Continuity Manager
  • Approve the Continuity Design Package and Documentation in the Continuity Design Record
  • On approval go to activity „approved – successful“
  • else
    • Go to control activity „new“ for a re-design of the Continuity Design Package OR
    • Go to control activity „approved – unsuccessful“ for final abortion.

Continuity Transition Assistance

This activity, in cooperation withChange Management, is supporting the implementation and testing of Continuity improvements by designing, testing, implementing and testing the implementation again. This actions are headed byChange Management.

If an Continuity Design Package is authorized and approved byChange Management, all actions functional descriptions and implementation procedures described in the improvement proposal need to be detailed, tested and approved in cooperation with theChange Management. Afterwards the implementation should be assisted to provide help in case emergency or implementation issues.

Final PIR, conducted together withChange Managementis also including testing.

High Level Process Flow Chart

Performance Indicators (KPI)

  • Number of Continuity Transition Assistance Request
  • Throughput time (min/average/max) for a Transition Assistance Request until „assisted – closed“

Process Trigger

Event Trigger

Process is triggered by Change Management.

Time Trigger

Process Specific Rules

Process Specific Rules

  • Each Continuity Transition Request must be recorded
  • Continuity Transition Assistance Agent has to document the request and the result
  • Continuity Transition Assistance Owner has to control the agent
  • Continuity Transition Assistance Agent has to coordinate his work with other transition agents
  • Continuity Transition Assistance requester has to be informed on transition status

Process Activities

Creation Risk Analysis and Feasibility Study

If a Continuity transition assistance is requested by Change Management the following 2 artifacts need to be defined:

  • Feasibility Study
  • Risk Analysis

Following aspects need to be addressed within a Feasibility Study:

  • Feasibility of proposal
  • Risk of implementation
  • Risk of neglecting proposal
  • Costs

A Feasibility Study is based on high level planning and should not address detailed planning because of the possibility that the proposed change will not be accepted. Detailed planning of the proposal is part of theTransitionsub-process.

A Feasibility Study is provided by the expert team of the address service. Eventually additional requirements need to be regarded that are provided by other assistance processes likeFinancial,SecurityorCapacity Management.

After the responsible expert finishes their contribution to the planning of the security actions, the status needs to be set onplanned design package

(Video) 15 Lesson 6 IT Service Continuity Management

Activity Specific Rules

  • Set the Continuity Transition Owner to a member of the IT Continuity Management Staff
  • Set the Continuity Transition Agent to a member of the Service Expert or Specialist group
  • Create a Continuity Feasibility Study and Risk Analysis according to the Change Requirements and the Continuity Plan
  • Coordinate the creation of the Continuity Feasibility Study and Risk Analysis package with others
  • Document Continuity Feasibility Study and Risk Analysis in the Continuity Transition Record
  • Go to activity „created“
Build – Test – Implement – Assistance

If an Continuity change is approved for the implementationChange Managementis assigningContinuity Managementrespectively the sub-processBuild – Test – Implement – Assistancefor

  • Detailed definition of implementation instructions for the Continuity improvement,
  • Detailed definition of test procedures and documents for the Continuity improvement,
  • Support of implementation,
  • Testing of implementation and
  • Approval of the implementation

For all activities above detailed documents are necessary.

Within the documentation of the improvement proposal, the order and time line of actions need to be described. Testing documentation hast to address the test design and assure effectiveness of the test.

Implementation activities are fulfilled and headed byChange ManagementContinuity Managementis only assisting and supporting regarding the Continuity aspects and functions.Continuity Managementcan be defined as agent byChange Managementfor some implementation steps.

The Test is split up in two main test areas:

  • 1. Test of the implementation – „Does the provided document describe the right implementation actions in the right implementation time order?“

If this test is positive, then

  • 2. Test of the functionality of live-system – „Does the system perform the functions defined inDesignsub-process?“ This test in performed based on the defined testing documentation. This test is addressing the test design and the test effect.

If both testing areas (see above) are positive, the data set is set in statusenabled. The Change Management needs to be informed on the positive result of the testing and the data set status needs to be changed towaiting. In case of negative test results, the testing can be aborted (test status needs to be set oncanceled) or transferred again in the activityconsolidation.

This activity is performed by expert staff assigned byContinuity Staff. Activity owner is theContinuity Manager

Activity Specific Rules

  • Support creation of implementation plan including fallback plan
  • Support creation of test plan
  • Support test of implementation including fallback plan
  • Support implementation
  • Document test and implementation results
  • Coordinate work with Change Management
  • Go to activity „assisted“
Evaluation and Closure Assistance

In coordination with the Post Implementation Review of the Change, Continuity Management helps to test the implementation from the continuity point of view. In cases of failed tests, theChange Managementhas to decide if the fallback plan has to be executed or the implementation can be accepted despite any issues in testing.

Activity Specific Rules

(Video) Masterclass Overview - IT Service Continuity Management

  • Support post implementation review and test
  • Consult Change Management on Fallback Execution
  • Support fallback implementation if necessary
  • Document activities
  • Go to activity „assisted – closed“

Continuity Verification

This activity is performed by theContinuity Manager. The target of the activity is to verify, if implemented, that Continuity optimization fulfills the planned results – Verification uses the „Four-Eye Principle“.

If actions do not provide the results planned, the status can be set tore-designed. Planning activity needs to be started again. If it is decided that a Continuity improvement action is not approved, then the status should be set tocancelled. If theContinuity Managementapproved that decision, the status is being set toOK. In the perspective ofContinuity Management, these actions are approved and can be implemented once theChange Managementhas authorized the actions.

High Level Process Flow Chart

This chart illustrates the Continuity Management Verification process and its activities

Performance Indicators (KPI)

  • Number of Continuity incidents per audit by breach level
  • Number of external Continuity audits
  • Number of internal Continuity audits
  • Top Ten services with the most Continuity incidents

Process Trigger

Event Trigger
  • Any request for a Continuity Audit
    • from any Process Manager or Process Owner
    • from any Service Owner
    • from Senior Management
    • from Customer and Customer Owner (Account Manager)
Time Trigger
  • Continuity Audits are often time triggered and processed on regular base. Regular Continuity Audits are defined in
    • Continuity Plan
    • the Process Description
    • the Service Description
    • Servie Level Agreements (SLA)
    • Operational Level Agreements (OLA)
    • Underpinning Contracts

Process Specific Rules

Process Activities

Planning of Verification Activities

This activity plans the audit activities. Issues to be addressed by the planning:

  • Which services need to be audited regarding Continuity issues?

This depends on the number of Continuity incidents and the severity of Continuity incidents per service as well as the importance of a service.

  • What is the scope of the audit?

What is the extend of the audit: full audit or just the check of few indicators?

  • Auditing method?

Audit to be fulfilled by checks, real life tests or just an questionnaire?

  • How often is the audit needed?

This depends on the number of Continuity incidents and the severity of Continuity incidents per service as well as the importance of a service and how exposed a service is to external and internal threads.

  • Who is performing the audits?

Auditors need to be alternated often to assure that the auditor is independent, not influenced by options or customer relationship and by the will to keep the auditing contract.

Result of this activity is an audit plan, that need to be communicated.

Activity Specific Rules

  • set Continuity Verification Agent to member of IT Continuity Management Staff
  • set Continuity Verification Owner to Continuity Manager
  • set Continuity Verification Requester
  • create Continuity Verification Description
  • select Continuity Verification Auditor according to the Continuity Plan
  • document Service affected by the Continuity Audit
  • document Configuration Items affected by the Continuity Audit
  • document Customer affected by the Continuity Audit
  • document User affected by the Continuity Audit
  • document Expert/Specialists affected by the Continuity Audit
  • create audit plan
  • go to control activity „planed“
Performing Verification Activities

Based on an audit plan, the audit is performed by the Continuity Verification Auditor

(Video) IT Service Continuity Management - Learn and Gain | Using simple examples

Activity Specific Rules

  • set Continuity Verification Agent to Continuity Verification Auditor
  • set Continuity Verification Owner to Continuity Manager
  • documet result in Continuity Verification Record
  • go to control activity „performed“
Review of Verification Results

Results of the audit need to be checked. If Continuity incidents occur these need to be classified in severity breach levels and handled by the Process Manager. In case of minor changes the Change Management is addressed, in case of major changes, the process is started with a redesign of new design of e Continuity Package.

Activity Specific Rules

  • set Continuity Verification Agent to Continuity Verification Auditor
  • Evaluation & classification of each Continuity Incident
  • trigger Incident, Problem or Change Management where necessary
  • Document result in Continuity Verification Record
  • go to control activity „reviewed“

FAQs

WHAT IS IT service continuity? ›

The Information Technology Service Continuity Plan is the collection of policies, standards, procedures and tools through which organisations not only improve their ability to respond when major system failures occur, but also improve their resilience to major incidents, ensuring that critical systems and services do ...

What is the purpose of IT service continuity management process? ›

IT service continuity management (ITSCM) is a key component of ITIL service delivery. It focuses on planning for incident prevention, prediction, and management with the goal of maintaining service availability and performance at the highest possible levels before, during, and after a disaster-level incident.

What are the 7 steps of continuity management? ›

7 Steps to an Effective Business Continuity Strategy
  • Step 1 – Find the right partner. ...
  • Step 2 – Conduct a risk assessment to identify potential threats. ...
  • Step 3 – Complete a business impact analysis. ...
  • Step 4 – Design and develop policies and standards. ...
  • Step 5 – Create contingency plans. ...
  • Step 6 – Test and implement.

What is a service continuity manager? ›

The IT Service Continuity Manager is responsible for managing risks that could seriously impact IT services. He ensures that the IT service provider can provide minimum agreed service levels in cases of disaster, by reducing the risk to an acceptable level and planning for the recovery of IT services.

What is the advantage of IT service continuity management? ›

Benefits of IT Service Continuity Management

Controlled recovery of systems. Reduction of downtime - increased continuity of service to customer. Minimal disruption to Departments business.

What is ITIL Service Design? ›

What is service design? ITIL service design is the second stage of the ITIL service management lifecycle. Service design provides guidelines and best practices for designing new IT processes and services and preparing them for a live environment.

How many phases are in the ITIL life cycle? ›

ITIL V3 (ITIL 2011) organizes the ITIL processes around the five service lifecycle stages: Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvement (see fig. 2).

What is disaster recovery in ITIL? ›

Recovering from Disaster:

ITIL mentions two concepts – Recovery Time Objective (RTO) and Recovery Point Objective (RPO). RTO is the minimum time within which services should be recovered to a normal state and RPO is the acceptable amount of loss in data after a disaster.

What is service reporting in ITIL? ›

Service Reporting deals with producing and delivering reports of achievements and trends against Service Levels. It is best practice to generate reports as per agreed format, content and frequency with the customers.

What are the three continuity strategy plans? ›

There are three phases to comprehensive continuity planning:
  • resolve;
  • respond; and.
  • rebuild.
6 Mar 2007

What is the BCM lifecycle? ›

Basically, the business continuity management lifecycle has six phases to it: program management, understanding the organization, determining the BCM strategy, developing and implementing a BCM response, exercising the response, as well as maintaining, reviewing and embedding BCM in the organization's culture.

What does a good business continuity plan look like? ›

The plan must identify relevant risks that could cause issues, be they cyber attacks, internal vulnerabilities, weather events or technological problems. Each identified risk should be accompanied with a set of temporary measures or quick fixes that ensure the most important business operations remain functional.

Which of these are KPIS relating to IT service continuity management? ›

KPIs IT Service Continuity Management
Key Performance Indicator (KPI)Definition
Implementation DurationDuration from the identification of of a disaster-related risk to the implementation of a suitable continuity mechanism
Number of Disaster PracticesNumber of disaster practices actually carried out
3 more rows
17 Jun 2019

Who is responsible for service relationship management in ITIL? ›

Service relationship management, which are the joint activities performed by a service provider and a service consumer to ensure continual value co-creation based on agreed and available service offerings.

What is service catalog management in ITIL? ›

An IT service catalog is the single source of accurate information on all IT services offered by an organization's IT department. ITIL defines a service catalog as a centralized database of accurate information about active IT service offerings, and a subset of the IT service provider's service portfolio.

What are the two components of ITIL v3? ›

  • Management.
  • Configuration management.
  • IT Services.

What is the purpose of the IT service continuity management process Mcq? ›

The main goal of the IT Service Continuity Management process is supporting the overall business continuity management. A further goal of the IT service provider is providing its services to the business or customer to ensure the mission or vision of the business or customer.

What's the difference between disaster recovery and BCM? ›

Business continuity focuses on keeping business operational during a disaster, while disaster recovery focuses on restoring data access and IT infrastructure after a disaster.

What are 4 P's of service strategy? ›

What are the four P's in service strategy? There are four building blocks of the service strategy stage: perspective, position, plan, and pattern. These four P's guide your service strategy and play an integral role in how you outline and implement your service plans.

What are the 4 examples of service design? ›

Examples of service design:
  • Airline check-ins.
  • Comprehensive branding systems.
  • Shipping processes.
  • Customer-service systems.
  • Concierge programs.
  • Back-office software and services.
  • Patient-care systems.
27 Mar 2012

What are the 4 functions of ITIL? ›

ITIL 4 includes the Four Dimensions of Service Management (rather than the Four P's of Service Design in ITIL v3/2011.) These include: Organizations and People; Information and Technology; Partners and Suppliers; and Value Streams and Processes.

What are the 5 volumes of ITIL? ›

To recap, there are five main stages of ITIL: Service Strategy, Service Design, Service Transition, Service Operations, and Continual Service Improvement. Each of those stages has subcategories of processes.

What are ITIL modules? ›

The 5 Service Lifecycle Modules which are each based on a Service Lifecycle Phase are: ITIL Service Strategy. ITIL Service Design. ITIL Service Transition. ITIL Service Operation.

What is included in an IT disaster recovery plan? ›

Businesses should develop an IT disaster recovery plan. It begins by compiling an inventory of hardware (e.g. servers, desktops, laptops and wireless devices), software applications and data. The plan should include a strategy to ensure that all critical information is backed up.

What is RTO and RPO in ITIL? ›

Recovery Point Objective (RPO) and Recovery Time Objective (RTO) are two of the most important parameters of a disaster recovery or data protection plan. These are objectives that can guide enterprises to choose an optimal cloud backup and disaster recovery plan.

What is the objective of IT service reporting? ›

The purpose of the service report is to give both the business and the IT service provider enough information to make informed decisions regarding the service.

What are service management reports? ›

The Service Manager Reports feature provides reports and dashboards to enable faster analysis and improved time to resolution. Service Manager reports organize data into various chart formats, and dashboards display one or more reports. These reports display relationships among categories of data.

What are service level reports? ›

Service Level Reporting (SLR) is an automatic service for monitoring ABAP and Java systems. It facilitates periodic reporting on various kinds of technical indicators that are relevant for the adherence to your specific service level agreements (SLAs) in systems and business processes of your solution landscape.

What are three BCM branches? ›

Business Continuity Management (BCM) integrates the disciplines of Emergency Response, Crisis Management, Disaster Recovery (technology continuity) and Business Continuity (organizational/operational relocation).

What is the first process of BCM? ›

Step 1: Establish the need for BCP. Step 2: Research Your Work. Step 3: Develop a BCP Framework. Step 4: Define the Scope, Objectives, and Assumptions.

What are the three main areas of business continuity management? ›

The cornerstone of that is the business continuity management (BCM) plan. A BCM plan is the base for most BCM processes and consists of three distinct sections: an emergency response plan, a crisis management plan and an operational recovery plan.

How do you create a continuity plan? ›

Seven Ways to Start Your Business Continuity Plan
  1. Determine your greatest risk potential. ...
  2. Establish your Power Needs. ...
  3. Create a communications plan. ...
  4. Prepare your supply chain. ...
  5. Make sure you have enough insurance to recover. ...
  6. Protect your critical data in the Cloud. ...
  7. Test the plan.
15 Mar 2019

How do you write a continuity plan? ›

This involves six general steps:
  1. Identify the scope of the plan.
  2. Identify key business areas.
  3. Identify critical functions.
  4. Identify dependencies between various business areas and functions.
  5. Determine acceptable downtime for each critical function.
  6. Create a plan to maintain operations.
18 Jul 2017

Who is responsible for business continuity plan? ›

Business unit leaders (i.e. payroll, corporate travel, physical security, information security, HR) are responsible for creating their respective unit's business continuity plan under the guidance of the program manager.

In which stages of the IT service continuity lifecycle does testing take place? ›

  • 1 Stage 1 - Initiation.
  • 2 Stage 2 - Requirements Analysis and Strategy Definition.
  • 3 Stage 3 - Implementation.
  • 4 Stage 4 - Operational Management.
  • 5 Invocation. Invocation is the ultimate test of the Business Continuity and ITSCM plans.

What is KPI in service transition? ›

Key Performance Indicator (KPI) Definition. Number of Projects. Number of major release rollouts under the control of Project Management.

What is ITIL relationship management? ›

ITILv3 referenced business relationship management as a process whose purpose was to establish and maintain a business relationship between the service provider and the customer based on understanding the customer and their business needs.

What is the purpose of relationship management in ITIL? ›

The purpose of the relationship management practice is to establish and nurture the links between the organization and its stakeholders at strategic and tactical levels. It includes the identification, analysis, monitoring, and continual improvement of relationships with and between stakeholders.

Which of the following is the best definition of IT service management? ›

Answer: Option D - The implementation and management of quality IT services that meet business needs is the correct answer. Explanation: ITSM stands for IT service management, which is basically how IT professionals manage the end-to-end delivery of IT services to clients.

What does continuity mean in business? ›

Business continuity is an organization's ability to maintain essential functions during and after a disaster has occurred.

Which of the following is an activity of IT service continuity management? ›

The Objective of IT Service Continuity Management

To maintain a set of plans on IT service continuity and IT recovery which are in support of the overall business continuity plans. They should also perform business impact analysis, risk analysis, and management activities on a regular basis.

What is the purpose of the IT service continuity management process Mcq? ›

The main goal of the IT Service Continuity Management process is supporting the overall business continuity management. A further goal of the IT service provider is providing its services to the business or customer to ensure the mission or vision of the business or customer.

What are the three continuity strategy plans? ›

There are three phases to comprehensive continuity planning:
  • resolve;
  • respond; and.
  • rebuild.
6 Mar 2007

What are the 3 conditions of continuity? ›

For a function to be continuous at a point, it must be defined at that point, its limit must exist at the point, and the value of the function at that point must equal the value of the limit at that point.

What are the four P's of business continuity planning? ›

When devising a business continuity strategy, you should consider the 4 P's: people (staff and customers), processes (the technology and processes required), premises and providers, suppliers and partners.

What is business continuity lifecycle? ›

Basically, the business continuity management lifecycle has six phases to it: program management, understanding the organization, determining the BCM strategy, developing and implementing a BCM response, exercising the response, as well as maintaining, reviewing and embedding BCM in the organization's culture.

Which of these are KPIS relating to IT service continuity management? ›

KPIs IT Service Continuity Management
Key Performance Indicator (KPI)Definition
Implementation DurationDuration from the identification of of a disaster-related risk to the implementation of a suitable continuity mechanism
Number of Disaster PracticesNumber of disaster practices actually carried out
3 more rows
17 Jun 2019

What is disaster recovery in ITIL? ›

Recovering from Disaster:

ITIL mentions two concepts – Recovery Time Objective (RTO) and Recovery Point Objective (RPO). RTO is the minimum time within which services should be recovered to a normal state and RPO is the acceptable amount of loss in data after a disaster.

How many phases are in the ITIL life cycle? ›

ITIL V3 (ITIL 2011) organizes the ITIL processes around the five service lifecycle stages: Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvement (see fig. 2).

What is ITIL example? ›

Examples would be a team operating the SAP environment, a software development department, or - to name a function outside of the IT organization - a Human Resources (HR) department. ITIL 'Processes', in contrast, are clusters of activities which produce a defined outcome, like the ITIL Incident Management process.

In which stages of the IT service continuity lifecycle does testing take place? ›

  • 1 Stage 1 - Initiation.
  • 2 Stage 2 - Requirements Analysis and Strategy Definition.
  • 3 Stage 3 - Implementation.
  • 4 Stage 4 - Operational Management.
  • 5 Invocation. Invocation is the ultimate test of the Business Continuity and ITSCM plans.

What's the difference between disaster recovery and BCM? ›

Business continuity focuses on keeping business operational during a disaster, while disaster recovery focuses on restoring data access and IT infrastructure after a disaster.

What are the phases of continuity? ›

This section should be separated into four phases: readiness and preparedness, activation and relocation, continuity facility operations, and reconstitution.

What are different types of continuity strategies? ›

1. Business Continuity Strategy is a phase within the BCM planning process. It is the conceptual summary of preventive (mitigation) strategies, crisis response strategies and recovery strategies that must be carried out between the occurrence of a disaster and the time when normal operations are restored.

What is the goal of continuity planning? ›

The main goal of business continuity planning is to support key company activities during a crisis. Planning ensures a company can run with limited resources or restricted access to buildings. Continuity planning also aims to minimize revenue or reputation losses.

Videos

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