7. IT Service Continuity Management




For responding to disasters:

  • Identifies IT services deemed critical to survival of business.
  • Ensures resumption given required timescales (computer systems, db’s, telecom, environment, tech support, sd, apps, nw).


Goal is to support overall Business Continuity Mgmt. process by ensuring required facilities can be resumed within agreed scales.

Objectives include:

  • Maintain a set of IT service continuity plans and IT recovery plans that meet or exceed the agreed business continuity targets and support overall organizational Business Continuity Plans (BCPs).
  • Complete regular Business Impact Analysis (BIA) to ensure that all continuity plans are aligned with changing business impacts and requirements.
  • Conduct regular Risk Analysis that manages IT services within agreed level of business risk. This is done in conjunction with the business, Availability Management and Security Management.
  • Provide advice and guidance to all other areas of the business and IT on all continuity and recovery-related issues.
  • Assess the impact of all changes on plans for IT Service Continuity and IT recovery.
  • Ensure that proactive measures to ensure the availability of services are implemented whenever it is cost-justifiable to do so.
  • Ensure the necessary contracts with suppliers (Supplier Management process) include

Two Key Concepts

  • Business Impact Analysis (BIA) – seeks to identify company’s critical business services by analyzing outages and severity; identifies recovery requirements.
  • Vital Business Functions (VBF) – Functions critical to success of business processes; BIA id’s VBF’s, inducing people, processes, and IT services. Is important to ITSCM, Avail, BCM.


  • ITSCM ‐ Cyclic process to ensure alignment with BCP and priorities.
  • BCM – to implement ITSCM, you need to identify key business processes.
  • Initiation – relationship between ITSCM and BCM