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ICT-Hotlist Topic
Back to the ICT-Hotlist...Business Continuity Management: Escalation procedure (ICT).
Many ICT-departments modelled their management processes according to the
ITIL
(ISO 20000) standard and have a service desk/help desk process implemented that receives user incidents. In addition to
the automatic Asset management process to update the
CMDB
, a
NOC
function to check the availability of the network and their
attached devices is deployed. This
monitoring process can automatically generate incidents (tickets) for the service desk.
As a result, user requests and various (computer) alerts (incidents) are received daily by the help desk to be serviced as fast, complete and correct as possible. Implementing the procedure below creates an additional filter to timely detect calamities.
Picture 1. Implement the Business Continuity escalation procedure in normal ITIL Servicedesk procedures.
The Business Continuity Manager evaluates the incident, trends and decides if the Business Continuity procedures should be activated or returns the incident to the Service desk.
Also read:
- Business Continuity Management: an introduction.
- Business Continuity Management Example: selection process disaster / calamity preparation.
- Business Continuity Management Example: selection process failure preparation.
Glossary
- Calamity:
- A calamity mostly arises from an incident of external origin that expands across multiple hardware systems, software
systems or even employees. These incidents include:
- Fire
- Economic boycotts
- Epidemics
- Hacking
- Floods
- Sabotage
- Software errors
- Storm damages
- Failing software updates
- Failure:
- Briefly formulated a failure is a confined problem that relates to one program or one hardware component. Solutions for failures are mostly found in redundancy and high availability systems ( HA )
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