Author / : BMC Software, Inc. / Last edited / : October 12, 2010
Version / : 7.6.04 / Page / : 8 of 23
Continuity Manual Template
for [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:
Version: / 7.6.04
Table of Contents
1. Document History 4
2. Objective 4
3. Arranging Emergency Support 5
3.1 Emergency Numbers 5
3.2 Site Evacuation 5
3.3 Securing a Site 5
4. Disaster Scenarios 6
4.1 Sites 6
4.2 Threats 6
4.3 Scenario-Specific Instructions 7
5. Recovery Decision Deadline 8
6. Continuity Plan Execution 8
6.1 Service Infrastructures To Be Recovered 8
6.2 [Site “A”] Service Infrastructures Covered by a Continuity Plan 9
6.3 [Site “B”] Service Infrastructures Covered by a Continuity Plan 9
7. Notifying the Continuity Site Provider 10
7.1 Recovery at [Site “A”] 10
7.2 Recovery at [Site “B”] 10
7.3 Recovery at [Site “C”] 10
8. Recovery Team Candidates 11
8.1 Customer Liaison Team Candidates 11
8.2 Recovery Support Team Candidates 11
8.3 [Engineering] Service Recovery Team Candidates 12
8.4 [Network] Service Recovery Team Candidates 12
8.5 [Storage] Service Recovery Team Candidates 13
8.6 [Unix] Service Recovery Team Candidates 13
8.7 [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 16
12.1 Customer Contact Details 16
13. Suppliers 17
13.1 Supplier Organizations 17
13.2 How To Pay 17
14. Special Contacts 18
14.1 Corporate or Public Affairs 18
14.2 Government 18
14.3 Media 18
15. Site Details 19
15.1 [Site “A”] Site Details 19
15.2 [Site “B”] Site Details 20
15.3 [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 / o / o
Extended loss of air-conditioning / o / o
Extended loss of WAN connectivity / o / o
Fire / o / o
Flooding / o / o
Storm/hurricane / o / o
Earthquake / o / o
Tsunami / o / o
Demonstration/strike/hostage situation preventing access to the site / o / o
Political activist/terrorist attack / o / o
War/revolution / o / o
Burglary/plundering / o / o
Sabotage by employees and/or contractors / o / o
Chemical spill / o / o
Radioactive contamination / o / o
Biological contamination / o / o
Pest attack / o / o
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.
Ó Copyright 2010 BMC Software, Inc.
Document / : Continuity Manual Template / Creation date / : June 09, 2004Author / : BMC Software, Inc. / Last edited / : October 12, 2010
Version / : 7.6.04 / Page / : 9 of 23
6.2 [Site “A”] Service Infrastructures Covered by a Continuity Plan
No. / To BeRecovered / Service
Infrastructure / Continuity
Site /
Requires / Continuity
Target / Recovered
(date/time) / Service Recovery
Team Members /
Customers /
1. / o / SAP P16 / [Site “B”] / -- / 6 hrs / 2 Storage,
2 Unix, / Manufacturing
2. / þ / Power / [Site “C”] / -- / 4 hrs / 2 Engineering / --
3. / þ / Air-conditioning / [Site “C”] / 2 / 6 hrs / 1 Engineering / --
4. / þ / LAN / [Site “C”] / 2 / 8 hrs / 1 Network / --
5. / þ / WAN / [Site “C”] / 2 / 14 hrs / 1 Network / --
6. / þ / DNS / [Site “C”] / 4 / 18 hrs / 2 Network / --
7. / o / SAN / [Site “C”] / 3, 6 / 18 hrs / 1 Storage / --
8 / o / PeopleSoft HR Production / [Site “C”] / 5, 6, 7 / 24 hrs / 2 Storage,
2 Unix, / HR
9 / o / Siebel Production / [Site “C”] / 5, 6, 7, 8 / 24 hrs / 1 Storage
1 Windows / Sales & Marketing
10. / o / … / … / … / … / … / …
6.3 [Site “B”] Service Infrastructures Covered by a Continuity Plan
No. / To BeRecovered / Service
Infrastructure / Continuity
Site /
Requires / Continuity
Target / Recovered
(date/time) / Service Recovery
Team Members /
Customers /
1. / o
2. / þ
Ó Copyright 2010 BMC Software, Inc.
Document / : Continuity Manual Template / Creation date / : June 09, 2004Author / : BMC Software, Inc. / Last edited / : October 12, 2010
Version / : 7.6.04 / Page / : 23 of 23
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:
[Name3] / Office phone:
Home phone:
Mobile phone:
Pager: / PIN:
8.2 Recovery Support Team Candidates