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SMPM

Continuity Manual Templatefor [Service Provider Organization]

[The text in blue provides guidance for a continuity manager who is using this template to create the continuity manual for his/her service provider organization. When creating the continuity manual, remove this text, as well as the word “Template” in the title above. Open the File Properties and replace the word “Template” in the Title field with the name of the service provider organization for which the continuity manual is being created and set the Subject field to “1”.]

Approval On-Duty ManagerSignature:

Name:

Date:

Copyright 2010 BMC Software, Inc.

Document : Continuity Manual Template Creation date : June 09, 2004Author : BMC Software, Inc. Last edited : October 13, 2010Version : 7.6.04 Page : 2 of 24

Version: 7.66.04



Table of Contents

1. DOCUMENT HISTORY..................................................................................................4

2. OBJECTIVE.................................................................................................................4

3. ARRANGING EMERGENCY SUPPORT............................................................................53.1 EMERGENCY NUMBERS................................................................................................53.2 SITE EVACUATION.......................................................................................................53.3 SECURING A SITE........................................................................................................5

4. DISASTER SCENARIOS................................................................................................64.1 SITES......................................................................................................................... 64.2 THREATS.................................................................................................................... 64.3 SCENARIO-SPECIFIC INSTRUCTIONS..............................................................................7

5. RECOVERY DECISION DEADLINE.................................................................................8

6. CONTINUITY PLAN EXECUTION....................................................................................86.1 SERVICE INFRASTRUCTURES TO BE RECOVERED...........................................................86.2 [SITE “A”] SERVICE INFRASTRUCTURES COVERED BY A CONTINUITY PLAN........................96.3 [SITE “B”] SERVICE INFRASTRUCTURES COVERED BY A CONTINUITY PLAN........................9

7. NOTIFYING THE CONTINUITY SITE PROVIDER.............................................................107.1 RECOVERY AT [SITE “A”]............................................................................................107.2 RECOVERY AT [SITE “B”]............................................................................................107.3 RECOVERY AT [SITE “C”]............................................................................................10

8. RECOVERY TEAM CANDIDATES.................................................................................118.1 CUSTOMER LIAISON TEAM CANDIDATES.......................................................................118.2 RECOVERY SUPPORT TEAM CANDIDATES....................................................................118.3 [ENGINEERING] SERVICE RECOVERY TEAM CANDIDATES...............................................128.4 [NETWORK] SERVICE RECOVERY TEAM CANDIDATES....................................................128.5 [STORAGE] SERVICE RECOVERY TEAM CANDIDATES.....................................................138.6 [UNIX] SERVICE RECOVERY TEAM CANDIDATES............................................................138.7 [WINDOWS] SERVICE RECOVERY TEAM CANDIDATES....................................................14

9. OBTAINING BACKUP DATA........................................................................................15

10. OBTAINING SOFTWARE TO BE RECOVERED............................................................15

11. OBTAINING SYSTEM PASSWORDS..........................................................................15

12. CUSTOMERS..........................................................................................................1612.1 CUSTOMER CONTACT DETAILS................................................................................16



13. SUPPLIERS............................................................................................................1713.1 SUPPLIER ORGANIZATIONS......................................................................................1713.2 HOW TO PAY........................................................................................................17

14. SPECIAL CONTACTS..............................................................................................1814.1 CORPORATE OR PUBLIC AFFAIRS............................................................................1814.2 GOVERNMENT........................................................................................................1814.3 MEDIA................................................................................................................... 18

15. SITE DETAILS........................................................................................................1915.1 [SITE “A”] SITE DETAILS.........................................................................................1915.2 [SITE “B”] SITE DETAILS.........................................................................................2015.3 [SITE “C”] SITE DETAILS.........................................................................................21

16. DISTRIBUTION LIST................................................................................................22

Appendix I - Situation Assessment Checklist..............................................................23



1. Document History

The table below provides an overview of the changes that were made to this document since its initial release.

Date Author Summary of Modifications[Date] [Continuity Manager Name] Version 1 released.

2. Objective

The purpose of this document is to dictate the order in which continuity plans are to be executed in the event that a [Service Provider Organization] site is threatened, or has been struck, by a disaster. In addition, this document contains all names and contact details that could be required for a service recovery.

The on-duty manager responsible for coordination of a service recovery uses the continuity manual. It helps him/her with the assessment of the situation, with the formation of the recovery teams, and with the order in which the tasks of the service recovery teams are to be performed.



3. Arranging Emergency Support

3.1 Emergency Numbers

After having been notified of a (potential) disaster, the on-duty manager uses the situation assessment checklist (see Appendix I) to perform a situation assessment. If the assessment indicates that people are in danger, have been injured, or have been killed, the on-duty manager uses the following numbers to arrange emergency support:

[Include the emergency number(s) of the sites if they exist and of the local authorities (police, ambulance, and fire department). Also include the names and numbers of hospitals, doctors, and any other government or private organization that can be asked to provide emergency support. When a number is site-specific, please indicate this.]

3.2 Site Evacuation

If the situation assessment indicates that people at a site are in danger and that the site needs to be evacuated, the on-duty manager follows the instructions below:

If the fire alarm has not already been triggered, sound it to notify everybody in the building that they need to gather at the evacuation assembly points. During office hours, the fire wardens will help guide everyone from their respective areas to the most appropriate assembly point.

Outside office hours, and only if it is still safe to do so, walk through the building in a systematic fashion checking each room and area to ensure that nobody is left in the building. Direct everyone you still encounter in the building to the most appropriate assembly point.

After everyone appears to have left the building, ensure that the names of the people who have gathered at the assembly points are written down.

The assembly points of the sites have been indicated on the site maps (see section 15, Site Details).

3.3 Securing a Site

After a site has been evacuated, the on-duty manager contacts the site’s security staff to ensure that the site is secured. The contact details of the security staff can be found in section 15, Site Details.



4. Disaster Scenarios

4.1 Sites

Under normal circumstances, [Service Provider Organization] provides service(s) from the following sites:

[Site “A”] [Site “B”] …

[Site “C”] is a dedicated continuity site. Services are only provided from [Site “C”] following a service recovery. Detailed site information is provided in section 15, Site Details.

4.2 Threats

The following potential disasters have been identified for the [Service Provider Organization] sites because the defenses against such disasters have a reasonable likelihood of being breached within the next 4 years:

Threat [Site “A”] [Site “B”]Extended loss of power

Extended loss of air-conditioning

Extended loss of WAN connectivity

Fire

Flooding

Storm/hurricane

Earthquake

Tsunami

Demonstration/strike/hostage situation preventing access to the site

Political activist/terrorist attack

War/revolution

Burglary/plundering

Sabotage by employees and/or contractors

Chemical spill

Radioactive contamination

Biological contamination

Pest attack



4.3 Scenario-Specific Instructions

Some disaster scenarios require special actions to be taken to avoid or minimize human suffering, site damage, and/or service outages. For each of these scenarios, instructions have been provided below for the on-duty manager:

Scenario Instructions[Site “A” Flooding] 1). Contact Engineering and tell them that the pumps need to

be deployed because [Site “A”] is threatened by flooding, or has already flooded.The emergency telephone number for Engineering is:[Telephone Number]

2). Inform them that the pumps that should be used are kept in…

3). …

… …



5. Recovery Decision Deadline

The recovery decision deadline is the point in time, after a disaster has caused one or more services to become unavailable, at which the recovery teams must be called out to start the service recovery. This point in time has been set to [Number] hours after the first service, with an active SLA that stipulates a continuity target, has become unavailable.

See section 6, Continuity Plan Execution for the list of service infrastructures for which a continuity target has been agreed on.

6. Continuity Plan Execution

6.1 Service Infrastructures To Be Recovered

For each [Service Provider Organization] site a table has been prepared that lists the service infrastructures that are covered by a continuity plan, and that could become unavailable when the site is struck by a disaster.

In the event of a disaster, the on-duty manager uses the To Be Recovered column of the appropriate table to indicate which service infrastructures are to be recovered. If power, air-conditioning, LAN connectivity, etc. are not normally available at the continuity site(s), the To Be Recovered column already indicates that they must be recovered.

In the Continuity Site column, the continuity site is specified at which each service infrastructure, for which a continuity target has been agreed on in an active SLA, can be recovered.

The Requires column of the tables indicates which other service infrastructure(s) a service infrastructure needs to function properly after its recovery.

The Continuity Target column indicates the number of hours, after a service has become unavailable, within which its service infrastructure is to be recovered as dictated by the service’s SLA(s).

The progress of a service recovery is tracked by entering the date and time at which each service infrastructure has been recovered in the Recovered (date/time) column.

The Service Recovery Team Members column indicates name of the service recovery team and the number of team members that should be called out to recover the service infrastructure at its recovery site.

Finally, the Customers column specifies the customers that have an active SLA with a continuity target for the service that is provided by the service infrastructure.



6.2 [Site “A”] Service Infrastructures Covered by a Continuity Plan

No.To Be

RecoveredServiceInfrastructure

Continuity

SiteRequires

ContinuityTarget

Recovered(date/time)

Service RecoveryTeam Members Customers

1. SAP P16 [Site “B”] -- 6 hrs 2 Storage,2 Unix,

Manufacturing

2. Power [Site “C”] -- 4 hrs 2 Engineering --

3. Air-conditioning [Site “C”] 2 6 hrs 1 Engineering --

4. LAN [Site “C”] 2 8 hrs 1 Network --

5. WAN [Site “C”] 2 14 hrs 1 Network --

6. DNS [Site “C”] 4 18 hrs 2 Network --

7. SAN [Site “C”] 3, 6 18 hrs 1 Storage --

8 PeopleSoft HR Production [Site “C”] 5, 6, 7 24 hrs 2 Storage,2 Unix,

HR

9 Siebel Production [Site “C”] 5, 6, 7, 8 24 hrs 1 Storage1 Windows

Sales & Marketing

10. … … … … … …

6.3 [Site “B”] Service Infrastructures Covered by a Continuity Plan

No.To Be

RecoveredServiceInfrastructure

Continuity

SiteRequires

ContinuityTarget

Recovered(date/time)

Service RecoveryTeam Members Customers

1.

2.



7. Notifying the Continuity Site Provider

As soon as the decision has been made to initiate a service recovery, follow the instructions below to notify the organization(s) responsible for the continuity site(s) required for the service recovery:

7.1 Recovery at [Site “A”]

[Site “A”] is operated by [Service Provider Organization]. Because this site is used by [Service Provider Organization] as a production site, no special actions need to be taken to get this site prepared for a [Service Provider Organization] service recovery.

7.2 Recovery at [Site “B”]

[Site “B”] is operated by [Service Provider Organization]. Because this site is used by [Service Provider Organization] as a production site, no special actions need to be taken to get this site prepared for a [Service Provider Organization] service recovery.

7.3 Recovery at [Site “C”]

[Site “C”] is operated by [Supplier]. The following steps need to be taken to inform [Supplier] that the site needs to be prepared for a [Service Provider Organization] service recovery.

1). Call [Supplier].The telephone number is: [Telephone Number]

2). Specify that [Service Provider Organization] has initiated a service recovery.3). Identify yourself and provide the authorization code when the [Supplier] person asks for it.

This code can be found on the plastic credit card-sized card of [Supplier] that you carry in your wallet.

4). Provide the telephone number where you can be contacted.5). …

Because it takes approximately [Number] hours for [Supplier] to prepare [Site “C”] for a [Service Provider Organization] service recovery, it is important that the on-duty manager notifies [Supplier] before he/she calls out the recovery teams.



8. Recovery Team Candidates

8.1 Customer Liaison Team Candidates

The following persons can be asked to provide the representatives of impacted customers with status updates during a service recovery. The candidates have been listed in the order in which they should be called out.

Name Device Number[Name1] Office phone:

Home phone:Mobile phone:Pager: PIN:

[Name2] Office phone:Home phone:Mobile phone:Pager: PIN:


8.2 Recovery Support Team Candidates

The following persons can be asked to provide support to everyone working on the recovery of services for the duration of a service recovery. The candidates have been listed in the order in which they should be called out.







8.3 [Engineering] Service Recovery Team Candidates

The following persons can be asked to complete continuity plan checklists that need to be executed by a [Engineering] service recovery team member during a service recovery. The candidates have been listed in the order in which they should be called out.





8.4 [Network] Service Recovery Team Candidates

The following persons can be asked to complete continuity plan checklists that need to be executed by a [Network] service recovery team member during a service recovery. The candidates have been listed in the order in which they should be called out.







8.5 [Storage] Service Recovery Team Candidates

The following persons can be asked to complete continuity plan checklists that need to be executed by a [Storage] service recovery team member during a service recovery. The candidates have been listed in the order in which they should be called out.





8.6 [Unix] Service Recovery Team Candidates

The following persons can be asked to complete continuity plan checklists that need to be executed by a [Unix] service recovery team member during a service recovery. The candidates have been listed in the order in which they should be called out.







8.7 [Windows] Service Recovery Team Candidates

The following persons can be asked to complete continuity plan checklists that need to be executed by a [Windows] service recovery team member during a service recovery. The candidates have been listed in the order in which they should be called out.







9. Obtaining Backup Data

[This section only applies when the backup data is not stored at the continuity site.]

In order to be able to recover the services at the continuity site, the service recovery team members need the backup data to be available. The on-duty manager, therefore, makes sure that the backup data gets delivered to the continuity site by following the instructions below:

1). Call [Security Company].The telephone number is: [Telephone Number]

2). Request the immediate delivery of all backup tapes.3). Identify yourself and provide the authorization code when the [Security Company] person

asks for it. This code can be found on the plastic credit card-sized card of [Security Company] that you carry in your wallet.

4). Provide the exact address (see section 15, Site Details) where the backup tapes are to be delivered. Also provide the telephone number where you can be contacted.

5). …

Because it takes approximately [Number] hours before the backup data gets delivered, it is important that the on-duty manager requests the delivery shortly after he/she called out the recovery teams.

10. Obtaining Software to be Recovered

A copy of each software CI that could be required during a service recovery is kept in the safe located in each recovery control room. The code of this safe is known to the continuity manager and each on-duty manager.

11. Obtaining System Passwords

A copy of the system passwords file is stored in the safe located in each recovery control room. The code of this safe is known to the continuity manager and each on-duty manager.



12. Customers

12.1 Customer Contact Details

This section lists the contact details of the representatives of the customers that have an SLA for a service provided from a [Service Provider Organization] site and for which a continuity target has been agreed on.

Service: [Service Name]Customer Representative Device NumberHR [Representative Name] Office phone:


Manufacturing [Representative Name] Office phone:Home phone:Mobile phone:Pager: PIN:

Service: [Service Name]Customer Representative Device NumberHR [Representative Name] Office phone:


Sales & [Representative Name] Office phone:Marketing Home phone:

Mobile phone:Pager: PIN:



13. Suppliers

This section lists the names and numbers of supplier organizations that can be contacted to provide transportation, accommodation, meals, material, etc. for the service recovery team members. It also specifies how to pay for the goods and services.

13.1 Supplier Organizations

[List the names and numbers of airlines, travel agents, taxi companies, couriers, hotels, restaurants that deliver meals, computer equipment rental firms, office supplies stores, etc. When applicable, include details on how to charge goods and/or services to the account that [Service Provider Organization] has at the supplier. If any of the supplier information is site-specific, please indicate this.]

13.2 How To Pay

[Specify how the recovery support team should pay for goods and services when it is not possible to charge them to a [Service Provider Organization] account. For example, use the company credit card of the on-duty manager.]



14. Special Contacts

14.1 Corporate or Public Affairs

The names, numbers, and e-mail addresses of corporate or public affairs personnel that can be asked to prepare public statements:

[List the names, numbers, and e-mail addresses here. If any contacts are site-specific, please indicate this.]

14.2 Government

The names, numbers, and e-mail addresses of government agencies and/or individual public servants that can be contacted to inform them how they can best support [Service Provider Organization] and to ensure that the recovery team members do not do anything that conflicts with their activities:

[List the names, numbers, and e-mail addresses here. If any contacts are site-specific, please indicate this.]

14.3 Media

When contacted by media companies or journalists, refer them to a corporate or public affairs person. No other information may be provided to the media.



15. Site Details

15.1 [Site “A”] Site Details

Address [Provide the complete street address of the site here.]

Telephone numbers Reception: [Provide the telephone number of the site’s reception here.]

Security: [Provide the telephone number of the site’s security office here. Also specify the names and numbers of the security department or company and specific security staff that are responsible for the security of the site.]

Recovery Control Room

The following location at [Site “A”] can be used as a recovery control room:

[Room name/number and telephone extension]From this location, tasks can be distributed and coordinated during a service recovery. This location is equipped with the following items:

2 fixed-line telephones 2 laptop workstations2 mobile telephone 1 printer2 pagers 1 photocopier1 fax machine 1 safe

Directions to Site [Provide written directions to the site. If the site can be approached from different cities and/or airports, include separate directions from each city and/or airport. Also include an alternative route that should be used if the main route is blocked.]

Site Map [Insert a map of the site that indicates the location of the entrances, reception area, security office, computer rooms, tape storage, recovery control room, emergency power generators, assembly points, the designated locations where the copies of the continuity management documents are stored, and any other locations that could be of interest during a service recovery.]



15.2 [Site “B”] Site Details





The following location at [Site “B”] can be used as a recovery control room:







15.3 [Site “C”] Site Details





The following location at [Site “C”] can be used as a recovery control room:







16. Distribution List

A copy of the most recent version of this continuity manual and the related continuity plans needs to be kept at the following locations:

[The safe located in each recovery control room.] [List the exact locations in which the hardcopies are to be kept here.] …

When distributing a new (version of a) Continuity Management document, the name of the location at which each copy is placed needs to be written on its cover and the copy of the previous version of the document (if this exists) needs to be removed and destroyed.



Appendix I - Situation Assessment Checklist

[The Situation Assessment Checklist is maintained as a separate document.]


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