Have you defined or recently modified your customer facing IT service offerings? If so, it is time to revisit the IT service continuity plan. Are the recently changed or defined services appropriately addressed?
Customer facing IT services support the end to end business processes and ultimately enable organizations to effectively achieve their business objectives by “packaging” the people, processes, and technology required to support the business process.
For example, “payroll” or “month end processing” may be a service. If you’ve recently defined services at this level, does the IT service continuity plan account for all of the applications, infrastructure, processes, and people to recover the businesses ability to complete these business processes in the timeframe required?
When defining or redefining IT service offerings, we should add three additional steps to the current process.
1. Complete a business impact analysis (BIA) to ensure our understanding of the criticality of the service to the business.
2. Complete a risk assessment to understand the likelihood of a disaster or vulnerability.
3. Based on the results of the BIA and risk assessment, update the service continuity plan to reflect the new or changed service.
It is common for organizations to neglect updating the IT service continuity plan when services are defined or updated. Adding these steps to the service definition process is a great way to ensure IT will meet the needs of the business in the event of a disaster or major disruption.
At AdOPT, we are transformation consultants focused on strategy, process, and culture change to improve IT efficiency, increase effectiveness, and optimize costs. For more information, phone 520-591-2427 or email us at firstname.lastname@example.org.