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An OverviewAn OverviewInformation Security Group
Business Continuity ManagementBusiness Continuity Management
Agenda
Mar-09 2Client Confidential | Tech Mahindra Limited 2009
•Philosophy of Business Continuity Management•Organization Structure•Command Matrix•Disaster Management Flow•Project Initiation & BCM•Continuity Action Plan Documentation•Roles & Responsibilities•Project In-life Monitoring & Control•Project DR Drills •BCP/DR Posture for Projects •Alignment with BS 25999:2007
Company Confidential3
BS 25999, the Standard
BS 25999 is British Standard Institute's standard in the field of Business Continuity Management (BCM), replacing the existing PAS 56.
BCM is a holistic management process that identifies potential threats to the organization and the impact to business operations that those threats, if realized, might cause, and which provides a framework for building organizational resilience with the capability for an effective response that safeguards the interests of its key stakeholders, reputation, brand and vale creating activities.
BS 25999 has two parts. The first, BS 25999-1:2006 is the “ Code of Practice", takes the form of general guidance and seeks to establish processes, principles and terminology for Business Continuity Management.
The second, BS 25999-2:2007 is the “Specification for Business Continuity Management", specifies requirements for implementing, operating and improving a documented Business Continuity Management System (BCMS), describing only requirements that can be objectively and independently audited.
Company Confidential4
BCM Overview
Company Confidential5
Business Impact Analysis & Risk Assessment
Philosophy of the BCM Framework
Business Continuity
Soft Info
Hard Info
People
In servers
In desktops
Skills
Relationships
Knowledge
Stored
Tech Infrastructure
Support
Hardware
Communications
Seats
Security
Power
Software
Enabling functions
Soft Info
Hard Info
People
In servers
In desktops
Skills
Relationships
Knowledge
Stored
Tech Infrastructure
Support
Facilities
Hardware
Communications
Seats
Security
Power
Software
Enabling functions
Readiness to DeliverAvailability of Information
Mar-09 6Client Confidential | Tech Mahindra Limited 2009
7
BCM Organization Chart
Management Security ForumManagement Security Forum – COO Declares DisasterCOO Declares Disaster
Central DR team – BCM Manager, CISO, Location Security ManagersCentral DR team – BCM Manager, CISO, Location Security ManagersDDIIRREECCTTIIOONN
SSTTAATTUUSS
I I NNFFOO
Potential Disaster Management Team – TIM, FMG/ Facilities, ISGPotential Disaster Management Team – TIM, FMG/ Facilities, ISG
Location Disaster Management TeamLocation Disaster Management Team
Security Security CoordinatorsCoordinators
TIM OICTIM OIC Facilities ManagerFacilities ManagerLocation Security Location Security
ManagerManager
PM &PM & IDU HeadsIDU Heads
Sys Ad Sys Ad & Vendors& Vendors Suppliers/ TeamSuppliers/ Team ISG groupISG group
Mar-09 Client Confidential | Tech Mahindra Limited 2009
BCM Org: Delivery Perspective
8Mar-09 Client Confidential | Tech Mahindra Limited 2009
Roles & Responsibilities
Mar-09 9Client Confidential | Tech Mahindra Limited 2009
Project Managers – Critical projects
Mar-09 10Client Confidential | Tech Mahindra Limited 2009
• Custodian of the Continuity Plan for the Project
• Custodian of the Updated Contact List of Critical team members at the site
• Coordinator to track the availability of the Critical personnel for operational continuity
• Coordinate with the Onsite Team to maintain Minimum Operating Levels in light of the disaster at site
• Coordinate with FMG / TIM for necessary logistics of Facilities & Technical Infrastructure
• Coordinate with Resource Management Group (RMG) for seat allocation at alternate site
• Escalate bottlenecks to IDU Head for resolution
Company Confidential11
Defining RTO, RPO and MTPOD
Maximum Tolerable periodof down time (in hours)
100% Resumption
MTPOD
RPO is the maximum
acceptable level of data loss following an unplanned
“event”,
RTO is defined as the length of time that a business process could be unavailable before the business unit’s operations are significantly
impaired.
MTPOD is defined as the “duration after which anorganization’s viability will be irrevocably threatened if productand service delivery cannot be resumed.”.
MTPOD can be calculated on the following factors•The maximum time period after the start of a disruption within which each activity needs to be resumed•The maximum level at which at which each activity needs to be performed after resumption•The length of time within which normal level of operation need to be resumed
12
Framework Documentation Tree
Global BCM FrameworkGlobal BCM Framework
Disaster Management Disaster Management HandbookHandbook
Non-IT Non-IT DR Action PlanDR Action Plan
DR Test StrategyDR Test Strategy BCM Ops GuideBCM Ops Guide
IT OPS IT OPS DR Action PlanDR Action Plan
Business Continuity Plan of the ProjectBusiness Continuity Plan of the Project
Mar-09 Client Confidential | Tech Mahindra Limited 2009
13
Command Matrix FlowCommand Matrix Flow
CCOOMMMMAANNDD
MMAATTRRIIXX
CISOCISO
Center HeadCenter Head
Person Responsible
Global Disaster Declaration
11stst Person Responsible
LOCAL Disaster Declaration with Appraisal to COO
22ndnd Person Responsible
To Activate Disaster Recovery in Consultation of Members of Management Security Forum
COOCOO
Mar-09 Client Confidential | Tech Mahindra Limited 2009
14
TechM Recovery Strategy : ERP~DRP~Recovery
Incident
Evacuation* & People Safety**
IT Services Fail Over – Alt path
ISP & Vendors Support Called in
Internal / External Communication
Recover Single Point Failure Projects / Ops
Alternate Site Fail over & Ops begin
Appraise Customer
Recover to Min Operating Levels
Resumption of Business
ERP
D
R
P
Recovery
ERPERP – Emergency Response Plan – Emergency Response PlanDRPDRP – Disaster Recovery Plan – Disaster Recovery Plan * Fire, Bomb Threat , Post Earthquake tremor with re-entry after All Clear & 2 hours Post Earthquake tremor Evacuation** Always 1st Priority** Always 1st Priority
Key WordsKey Words
Recovery & Resumption FlowRecovery & Resumption Flow
Mar-09 Client Confidential | Tech Mahindra Limited 2009
15
TechM Top Level Disaster Management Flow
Incident
Confirm Incident Reported ( FMG for Non-IT , TIM for IT incidents
Inform HR / FMG / ISG / TIM at Location & DR TEAM
Communicate to Teams via email / PA System
Track & Keep Center Head & Location Informed of Status
Identify Critical Projects & Site Dependent Projects / Ops
Check People Safety & Assess Damage – Site, IDU’s & Functions
Alert Onsite & Alternate Site or Move Teams to take over & Inform Customers
Recover to MOL with IDU, Vendor, FMG, TIM, & ISG Support
Resumption Team Decides Mode to Attain Normal Operations
PPOOTTEENNTTIIAALL
DDIISSAASSTTEER R
MMGGTT
DISASTER
MANAGMENT
Recovery
Potential Disaster to Recovery Management FlowPotential Disaster to Recovery Management Flow
Mar-09 Client Confidential | Tech Mahindra Limited 2009
Disaster Events Considered
SNoSNo Disaster CauseDisaster Cause EventsEvents
1 Natural Causes Fire, Earthquake, Flood, Epidemics (eg Avian Flue)Fire, Earthquake, Flood, Epidemics (eg Avian Flue)
2 Human Causes War , Civic Unrest, Terrorist AttackWar , Civic Unrest, Terrorist Attack
3 Utility Disruption Power, Postal Services, TransportPower, Postal Services, Transport
4 Resource Disruptions No Server Room, No PeopleNo Server Room, No People
5 IT Disasters
5a Data Communication IPLC, MPLS, VPN & InternetIPLC, MPLS, VPN & Internet
5b Denial of Service DOS Attacks , Anti-Virus DOS Attacks , Anti-Virus
5c Equipment Failures Hardware FailuresHardware Failures
5d Software Configuration Failures
RDBMS, Data corruption RDBMS, Data corruption
5e Core IT Services Failures
ISP Interruptions, Mail ServicesISP Interruptions, Mail Services
Mar-09 16Client Confidential | Tech Mahindra Limited 2009
BC Drill – Project Monitor & Control
Project In-Project In-Life CycleLife Cycle
Annual Drill Annual Drill ScheduleSchedule
Call Tree Drill Call Tree Drill
QuarterlyQuarterly
Data RestorationData Restoration
Quarterly Quarterly
Environment Environment Rebuild Rebuild
YearlyYearly
Drill Drill Assessment Assessment ReportsReports
Rehearsal or Rehearsal or Client DrillClient Drill
YearlyYearly
Mar-09 17Client Confidential | Tech Mahindra Limited 2009
BC Plan, BC Test Automation Dashboard
Information Security Group
Mar-09 19
Information Security Dashboard
Client Confidential | Tech Mahindra Limited 2009
Mar-09 20
Aligned with BS 25999:2007 Standard
Allows Project Managers to enter the BCP details into online system. Hence structered data entry is possible.
System makes sure that all the necessary data is entered by the PMs. There are several validations on data which is entered. Hence the work load on the reviewers gets reduced.
System provide instant online help for the PMs. By clicking on “?” icon users can understand the terminologies used in BCP.
System provides predefined list of values for some of the fields. This helps PMs understand what is expected from them to enter in the field.
System generates word document BC Plan on submission of BCP Data.
Features of the BCP Tool
Client Confidential | Tech Mahindra Limited 2009
Mar-09 21
Data Entry Screens
Step 1 - Project Details
Step 2 - Project Overview
Step 3 - Critical Process Definition
Step 4 - Infrastructure requirements
Step 5 - Recovery Activity Definition
Step 6 - Notification flow and Command Structure Matrix
Step 7 - Contacts Information
Step 8 - Vital Records and Summary
User needs to enter data in eight data entry screens for creating BCP plan aligned with BCM Standard BS
25999:2007
Client Confidential | Tech Mahindra Limited 2009
Mar-09 22
Vital Records
Finally user clicks on submit button. System generates BCP plan word document and sends to Project Manager and reviewer. Reviewer reviews the document and finalizes version.
Vital Records
Client Confidential | Tech Mahindra Limited 2009
Mar-09 23
Contents of BCP Plan
Client Confidential | Tech Mahindra Limited 2009
1 PROJECT DETAILS2 VERSION HISTORY3 BUSINESS CONTINUITY MANAGEMENT AT TECH MAHINDRA LTD4 PROJECT DETAILS
4.1 Engagement overview4.2 Project overview4.3 Brief on Project Requirements4.4 Brief on Contractual obligations4.5 Brief on Service Level Agreement4.6 Agreed Recovery Time Objective4.7 Need & Scope of the project BCP
5 PROJECT RESOURCE DISTRIBUTION6 PRIORITY OF CRITICAL PROCESSES AND OWNERSHIP7 INFRASTRUCTURE REQUIREMENTS
7.1 Connectivity requirements7.2 Recovery Point Objective
8 RECOVERY TIME OBJECTIVE OF THE CRITICAL PROCESSES9 INCIDENT RESPONSE ACTIVITIES & OWNERSHIP
9.1 Partial Damage within site9.2 Full Damage at site9.3 Location/City unavailable9.4 Country unavailable
10 INCIDENT RESPONSE COMMAND STRUCTURE AND CONTROL FLOW
11 NOTIFICATION CONTROL STRUCTURE12 CRITICAL RESOURCE INFORMATION13 PROJECT MANAGEMENT INFORMATION14 CLIENT COMMUNICATION INFORMATION15 VITAL RECORDS16 LEARNING INCORPORATED FROM EXERCISING OF BCP /DR DRILLS.
17 MANDATORY DOCUMENTS NEEDED18 READY REFERENCE.
Annexure to BC Plan
24Mar-09 Client Confidential | Tech Mahindra Limited 2009
Mandatory documents to BC Plan include:
•Write-up on the critical processes declared•Configuration & Installation procedures if any and •Standard Operating Procedure•BIA •BCP/DR test plan•Asset and Risk Assessment Sheets•Project management data repository / details
25
Project High Level Action Plan : ERP~DRP~Recovery
Trigger / Incident
Evacuation*, & Team Safety **
Contact all Team Members to assemble
Alert Offshore / Onsite Teams
Internal coordination TIM/FMG/ISG/RMG
Refer Project Continuity Plan & Execute Actions for Single Point Failure Projects
Projects Fail over & Offshore / Onsite supports
Appraise IDU head & Internal Groups
Recover to Minimum Operating Levels achieving RTO
Resumption as Normal Operations
ERP
D
R
P
Recovery
ERPERP – Emergency Response Plan – Emergency Response PlanDRPDRP – Disaster Recovery Plan – Disaster Recovery Plan
*Fire, Bomb Threat , Post Earthquake tremor with Re-entry after All Clear & 2 hrs related to Post Earthquake Tremor evacuation ** Always 1** Always 1stst Priority Priority
Key WordsKey Words
Recovery & Resumption FlowRecovery & Resumption Flow
Mar-09 Client Confidential | Tech Mahindra Limited 2009
Baseline BCM Posture for TechM Centers
People Processes Technology
1. Offshore Split Teams
2. Onsite ~ Offshore Model
3. Named Critical Team Members
4. Skill Database for alternate Resourcing
BCM Baseline
1. Data Backup Procedure offered as a baseline for all customers
2. Onsite & Offsite backup tape vaulting
3. Documented SOP’s
1. Common LAN Redundancy & Communication Link
2. Dual ISP, Dual Path
3. Alternate Desktops, File & Print, Email & NAS available
4. Secure Computing at Warm Sites
Mar-09 26Client Confidential | Tech Mahindra Limited 2009
Facilities - DR Preparedness
SNo Domain Summary Brief
1 Alternate Sites Identified WARM sites for Partial & Full Damage
2 Power Availability Backup Generators available at Site
3 Shifts Working Capability to maintain 3 shifts over General Shift
4 Transportation Contractors are listed to avail services in short notice
5 Cafeteria Can extend to operate in 3 shifts
6 Air Conditioning We have air conditioning for critical areas in redundant modes – Central & Split A/cs
7 Security Manned 24/7
8 Seats Non-Critical Projects will operate in 2nd and 3rd shift
9 Telephones Services Available 24/7
Mar-09 27Client Confidential | Tech Mahindra Limited 2009
IT - DR Preparedness
SNo Domain Summary Brief
1 Communication Links Dual Path, ISP and Auto Fail Over. MPLS and VPN circuits have inbuilt Resilience
2 Redundancy Passive LAN 2 :1
3 Critical IT Elements Available as Hot Standbys at Site / Vendor Location
4 Hardware Equipment AMC
Comprehensive with SLA’s
5 Backup Management Onsite and Offsite backups with tape vaulting
6 Software Support Available on a case to case basis depending upon criticality of software
7 Virus Protection Anti-Virus Software is implemented as baseline
8 TIM Personnel Can administer key equipment over the WAN
9 Resilience in Key Services
All Key services have Primary & Backup Servers to keep MOL running.
Mar-09 28Client Confidential | Tech Mahindra Limited 2009
Delivery - DR Preparedness
SNo Domain Summary Brief
1 Distributed Working We have an Onsite ~ Offshore Model with distributed teams across India Locations
2 MOL – Onsite Capability to maintain MOL at onsite for key projects
3 Critical Resources Identified, Named & Listed in Contact Lists of Projects
4 Shift Working Resource capability to work in 2nd and 3rd Shifts in DR
5 Alternate site working
Critical Resources are made aware to be ready to work from alternate site to maintain MOL
6 Decision Tree PM ~ SPM ~ GH ~ IDU HEAD auto escalation and decision making is a key aspect of this model
Mar-09 29Client Confidential | Tech Mahindra Limited 2009
Preparedness for Country Unavailable Scenario
SNo Domain Preparedness & Processes In Place
1 Teams We operate in an Onsite-Offshore model ensuring that the Onsite team takes control in case of such emergencies
2 Critical Personnel As a part of our Business Impact Analysis each project identifies critical personnel in the team
3 VISA Preparedness Our Resource Management Group has a database to maintain VISA details of every employee as an Information Database.
4 Ticketing We have all administrative preparedness to meet up with high ticketing requirements
5 Operations Onsite We would operate from our UK Development Center to ensure the continuity is maintained.
Mar-09 30Client Confidential | Tech Mahindra Limited 2009
Thank You….