20th August, 2013
The purpose of Service Continuity (SCON) is to establish and maintain plans to ensure continuity of services during and following any significant disruption of normal operations.
Work Manager shall identify and document the internal and external functions, resources, dependencies and stakeholders on which these services depend.
Essential functions can include manual processes, automated processes, end-user activities, and service delivery activities themselves whether pre-scheduled or a result of on-the-fly service request management.
Identify and document key staff and their roles in relation to service delivery. Prioritize resources based on an evaluation of impact from their loss or from lack of access. Ensure that safety provisions are made for staff, both internal and external, within the delivery environment and for organizational supporting functions. Ensure that records and databases are protected, accessible, and usable in an emergency.
Work Manager shall document the business impact analysis, with the following:
A service continuity plan provides explicit guidance to the organization in the event of a significant disruption to normal operations. Multiple plans covering different types of disruptions or different types of services can be maintained. Conversely, there may be need for only one service continuity plan.
For Service Continuity training, Work Manager shall:
Training should be provided to staff that might have to participate in executing the service continuity plan in the event of a significant disruption.
While providing Training for the Service Continuity, Work Manager shall focus on the following activities:
Verification and validation of the service continuity plan should be performed periodically (e.g., annually). However, when major changes are made to the service system or to the delivery environment, the service continuity plan should be reviewed or tested to confirm the service continuity plan is still correct and current.
Service Continuity Plan shall be documented with details of the verification and validation required for the plan. Work Manager shall identify the activities for verification and validation, strategy, procedure and criteria, environment, resources, schedule for the same.
Verification and validation procedure and criteria shall be reviewed and approved by the relevant stakeholders.
Work Manager shall prepare for the Verification and Validation of the Service Continuity Plan.
Verification and validation should be conducted according to the defined plan, methods, and procedures, in the planned environment to confirm that the service continuity plan is complete, reasonable, and effective. Results of the verification and validation activities should be recorded.
Work Manager shall analyze the results of service continuity plan verification and validation against defined verification and validation criteria and shall prepare an analysis report containing comparison of expected results and actual results, evaluation of agreed service levels or some other planned state was achieved or not, areas for improvement and corrective action plan.
Source: CMMI-SVC Model, CMMI Institute. Interpretation by the author
Service Continuity (SCON) when conducted in the organization has following benefits:
We provide training for internal staff including Senior Management in the preparation for disaster management through Service Continuity Planning. Training includes topic like identifying critical services, functions and resources, and then planning for Service Continuity, verifying and validating the plan, providing training to relevant stakeholders, important points to remember while restoring the services etc.
Training is delivered through highly qualified and experienced CMMI Authorised Trainer and CMMI Consultants.
Published by CMMI Consultant
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