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How can you use IT service continuity management to prepare for major incidents?

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Major incidents can disrupt your IT services and cause significant damage to your business operations, reputation, and customer satisfaction. To prevent or minimize such impacts, you need to have a robust IT service continuity management (ITSCM) process in place. ITSCM is a part of the ITIL framework that helps you plan, design, implement, and maintain the necessary measures to ensure the availability and recovery of your critical IT services in the event of a disaster. In this article, you will learn how you can use ITSCM to prepare for major incidents and what steps you need to take to implement it effectively.

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Ariel Gesto

CEO & Founder @ InvGate
Shayan Akbari

Head & founding father Of AHRAR Universal Organization - Origin and founder Of Universalism - On a Mission to build the…

1 Define your continuity strategy

Before you can design and implement your ITSCM process, you need to define your continuity strategy. This involves identifying your critical IT services, their dependencies, and their recovery objectives. You also need to assess the risks and threats that could affect your IT services and determine the acceptable level of impact and downtime for each service. Based on this analysis, you can define your continuity strategy, which includes the scope, approach, and resources for ensuring the continuity and recovery of your IT services.

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Shayan Akbari

Head & founding father Of AHRAR Universal Organization - Origin and founder Of Universalism - On a Mission to build the World's largest Organization. ? t.me/AOrgan | t.me/AHRARacademy ? The Future is Here ?
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IT services continue management is a vital component of any organization that work into today’s digital age where the technology is the main instrumental operation device. Developing ITIL incident management process is one the most promising way to prevent failures and ensure that the IT systems and services can continue to operate normally and deliver more value to the organization if there is a major incident or disaster. through clever adopting of IT service continuity management, all business structures step by step receive protection from the consequences of major disasters e.g. cyber-attack, natural disaster or system failure.

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Hector Heber Moises

ITIL IT Services Consultant @ Kaseya | ITIL Certified
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We often overlook the fact that out ITSCM strategy is only as good as the infraestructure documentation it is built on. In this age of cloud adoption, multiclouds and multivendor, it is easy to get lose sight of where, exactly, all of components live. It is critical to maintain clear, updated dependencies maps for our critical apps and services and monitor them to establish what "normal behaviour" and add these details to the documentation that our incident managment teams use but also include it (as additional details) on our ITSCSM.

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2 Establish your continuity plans

Once you have your continuity strategy, you need to establish your continuity plans, which are detailed documents that outline procedures, roles, and responsibilities for managing and restoring IT services in the event of a major incident. These plans must include activation criteria and triggers for invoking the plans, communication channels and escalation paths for notifying and coordinating with stakeholders, backup and recovery methods and tools for restoring IT services and data, fallback and contingency options for switching to alternative IT services or providers if needed, as well as testing and validation activities for verifying the functionality and performance of IT services after recovery.

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Ariel Gesto

CEO & Founder @ InvGate
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Conducting a business impact analysis (BIA) is a critical component of continuity strategy. BIA helps organizations assess the potential consequences of disruptions on critical business functions, including financial losses, reputational damage, regulatory compliance issues, and customer satisfaction. This analysis informs the development of continuity plans and strategies tailored to address specific risks and minimize their impact.

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3 Implement your continuity measures

After you have your continuity plans, you need to implement your continuity measures. These are the actions and arrangements that you need to take in order to ensure that your IT services can withstand or recover from a major incident. Your continuity measures should include backup and recovery systems and infrastructure, security and protection mechanisms, maintenance and monitoring activities, as well as training and awareness programs for staff and users to familiarize them with your ITSCM process and procedures. All of these components are necessary in order to keep your IT services and data up to date, reliable, and secure from unauthorized access or damage.

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4 Maintain your continuity capability

Finally, you need to maintain your continuity capability. This means that you need to review and update your ITSCM process and procedures regularly to ensure that they are aligned with your business needs and objectives. You also need to test and exercise your continuity plans and measures periodically to ensure that they are effective and efficient. Additionally, you need to evaluate and improve your ITSCM process and procedures based on the feedback and lessons learned from your testing and exercising activities or from actual major incidents.

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5 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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How can you use IT service continuity management to prepare for major incidents?

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1 Define your continuity strategy

2 Establish your continuity plans

3 Implement your continuity measures

4 Maintain your continuity capability

5 Here’s what else to consider

Information Technology

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How can you use IT service continuity management to prepare for major incidents?

1

2

3

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5

1 Define your continuity strategy

2 Establish your continuity plans

3 Implement your continuity measures

4 Maintain your continuity capability

5 Here’s what else to consider

Information Technology

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