Business Continuity Management

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Contents89E-business and information technology –major risks 91Background 93Case study 8.1: Microsoft – loss of service to10 million customers 94Protecting IT 94Case study 8.2: KPNQwest, on the verge of collapse, advisescustomers to make contingency arrangements 95Information security 95Top ten actions for the board 97ERP systems 98Case study 8.3: Hershey Foods – implications of ERP problems 100The internet 101Outsourcing 103Role of the emergency services 107They are the experts 109National emergencies 111The approach to emergency planning 112The approach to a major incident 113Liaison with the fire authorities 121Major accident hazards 121Appendices1 Business Continuity Institute – the ten standards 1252 Business continuity manager – sample job specification 1303 Bibliography, useful contacts and websites 1334 Glossary of terms 146ix
AcknowledgementsThis book is based on the practical experience of initiating and managing abusiness continuity management (BCM) programme in RTÉ, the nationalbroadcasting organization in Ireland.My involvement in BCM arose from my responsibility for the Y2K project inRTÉ and the realization that there needed to be a BCM programme that was moreall-embracing than the IT disaster recovery plans that had been in existence formany years. The Y2K project also considered the wider context and the publicservice responsibilities that are attached to a national broadcaster. Extensivemeasures were put in place to ensure that the public was kept informed of anysignificant implications of the possible fall-out from the Y2K bug. Following onfrom this, BCM became a high-profile and critical activity within RTÉ.I want to thank the Director General and the Executive Board for their supportof BCM in the organization. In particular I want to acknowledge the contributionof the BCM Working Group, of my colleague Helena Walsh and that of DenisWoods, Renaissance Contingency Services, to the development of BCM in theorganization and to enabling me to commit some of that experience to paper.I am also grateful for the support of my fellow officers of Survive Ireland andof the Republic of Ireland Branch of the Emergency Planning Society.Finally I wish to express my appreciation of the support and encouragement ofmy wife Anne, and of David, Marie, Stephen and Helen, during the time, and themany weekends in particular, that I devoted to the writing of this book.x
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Appendix 2MAJOR DUTIES AND RESPONSI
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Appendix 3Bibliography, useful cont
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Appendix 3and internal working rela
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Appendix 3ContinuityPlanner.comwww.
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Appendix 3Operational Risk Research
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Appendix 3UK Government Emergency R
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Appendix 4Business impact analysis
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Appendix 4Intranet An internal inte
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Business Continuity Management

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