IT Service Continuity Management
Policy and Scope
The first step that needs to be taken in order to develop a consistent approach to IT Service Continuity Management is to clearly establish the general objectives, their scope and the commitment of the IT organisation, i.e. the policy.
The company's management must show its commitment right from the start, as the implementation of ITSCM may be complex and costly, without being offset by an obvious return on investment.
It is essential to establish the scope of ITSCM as a function of:
- General business continuity plans.
- Strategic IT services.
- The quality standards adopted.
- Any history of serious interruptions to IT services.
- The business outlook.
- The available resources.
IT Service Continuity Management is doomed to failure if the resources, in terms of both people and equipment (software and hardware), devoted to it are insufficient. The dimensions will depend on the scope, and it would be absurd and counterproductive to set up an excessively ambitious policy without the necessary resources.
An important part of the effort must be directed towards the training of personnel. The staff need to "interiorise" their roles in moments of crisis and be fully aware of the tasks they are expected to perform: an emergency is not the best time to study documentation and manuals.