Service Design, IT Service Continuity Management in ITIL, ITIL Course
Service Design
IT Service Continuity Management
Introduction
The IT Service Continuity Management process ensures that the required IT facilities can be recovered after a disaster within the required and agreed business time scales.
Purpose
The purpose of IT Service Continuity Management (ITSCM)is to support the overall Business Continuity Management process by ensuring that the required IT infrastructure and the IT service provision can be recovered within required and agreed upon business timeframes.
It plays a role in raising awareness of continuity and recovery requirements, and to justify and implement Business Continuity Management process and Business Continuity Plans.
Objectives
Objectives of IT Service Continuity Management (ITSCM) are:
• Maintain a set of IT Service Continuity Plan and IT recovery plans.
• Complete regular Business Impact Analysis (BIA) exercises.
• Provide advice and guidance to all other areas of business and IT.
• Ensure appropriate continuity and recovery mechanisms are out in place.
• Assess the impact of all changes on the IT Service Continuity Plans and IT
recovery plans.
• Ensure proactive measures are taken to improve the availability of services implemented.
• Negotiate and agree to the necessary contracts with suppliers.
Scope
ITSCM focuses on those events that the business considers significant enough to be treated as a ‘disaster’.
The ITSCM processincludes:
• The agreement of the scope of the ITSCM process and the policies adopted
• BIA to quantifythe impact loss of IT servicewould have on the business
• Risk assessment and management. the risk identification and risk assessment to identify potential threats to continuity and the likelihood of the threats becomingreality. This also includes taking measuresto manage the identified threats where this can be cost justified. The approachto managing these threats will form the core of the ITSCM strategy and plans
• Production of an overall ITSCM strategy that must be integrated into the BCM strategy. This can be produced following the BIA and the development of the risk assessment, and is likely to include elements of risk reduction as well as selection of appropriate and comprehensive recovery options
• Production of an ITSCM plan, which again must be integrated with the overall
BCM plans
• Testing of the plans
• Ongoing operation and maintenance of the plans.
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IT Service Continuity Management in ITIL, ITIL Course
Business ImpactAnalysis
The purpose of a BIA is to quantify the impact to the business that loss of service would have.
This impact could be a ‘hard’ impact that can be precisely identified – such as financial loss – or ‘soft’ impact – such as public relations, moral, health and safety or loss of competitive advantage.
The BIA will identify the most important services to the organization and will therefore be a key input to the strategy.
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Risk Assessment
This is an assessmentof the level of threat and the extent to which an organization is vulnerable to that threat.
Risk assessment can also be used in assessing and reducing the chance of normal operational incidents and is a technique used by availabilitymanagement to ensure the requiredavailability and reliability levels can be maintained.
Risk assessment is also a key aspect of information security management.
A number of risk assessment and management methods are available for both the commercial and government sectors. Risk assessment is the assessment of the risks thatmay give rise to service disruption or security violation. Risk management is concerned with identifying appropriate risk responses or cost-justifiable countermeasures to combat those risks.
Roles
The responsibilities of an IT Service Continuity Manager include:
• Perform Business Impact Analysisfor all services
• Implement and maintain the ITSCM process and represent the IT services function within the Business Continuity Management.
• Develop and maintain all ITSCM plans, risks and activities.
• Perform risk assessment and risk management.
• Manage the IT Service Continuity Plan while in operation.
• Maintain a comprehensive IT testing schedule.
• Communicate and maintain awareness of ITSCM objectives.
• Conduct regular reviews of Continuity Plans.
• Negotiate and manage contracts with providers.
• Assess changes that have impact on IT Service Continuity andIT Continuity
Plans.
• Attend CAB meetings.
IT Service Continuity Management in ITIL, ITIL Course
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