Good preparation can make the difference between a successful implementation of
a process and an unsuccessful one.
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Roles and
responsibilities
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Before you can implement service continuity
management, you must assign roles and
responsibilities. At this stage we are concerned with
what services must be recovered and the order of their
recovery, rather than recovery itself. For this reason you
need to fulfil only the role of service continuity manager
but in Assigning roles and responsibilities in Service
Continuity Management we have included suggestions
on fulfilling all roles. |
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Training
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It is important to ensure that those participating in the
implementation and subsequent operation of the
process understand what is required of them. Use this
website as part of the training.
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Start date
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Set a start date. A 'go-live' date is important in any
implementation. Make sure that you allow enough time
to do all the preparatory tasks before your 'go-live' date.
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Communication
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Of course, communication must take place within the
implementation team, to agree plans, schedule dates
and so on. However, it is also important to communicate
externally and inform the user community of the new
process.
The implementation of a process can be seen as a
change just like the upgrading of a server, and the
impact on the user community should be communicated
to them clearly in advance of the change.
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Materials
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Before you can go ahead with the implementation,
prepare all the materials required for the process. Make
sure that you have downloaded the templates you need
and that everyone involved has access to them.
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Prerequisites
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In some cases you can go straight into implementing a
process without having to consider any other
dependencies. For Service Continuity Management
there are some prerequisites. |
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Role
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Suggested representative(s)
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Comments
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Service continuity
manager
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Person with overall responsibility
for ICT/technical support, eg
- ICT manager
- ICT co-ordinator
- network manager.
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- The service continuity
manager must be abreast of
the ICT services in place and
what the user priorities are at
all times. They should be fully
involved in the day-to-day
management of ICT and
technical support.
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- Service continuity
recovery team
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- People involved in the service-
continuity recovery plan, eg
- technician(s)
- teacher(s)
- ICT co-ordinator
- classroom assistant(s)
- administrator(s)
- ICT users
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Membership of the recovery
team will vary depending on
the severity of the event and
the nature of the plan.
Members may be involved in
setting up and using
replacement services on or off
site.
The team will include technical
staff or suppliers whose
responsibility it is to restore
technical services.
Other members of the team will be
involved in putting procedures into
action and communicating with other
school staff (and possibly students).
These members may come from
anywhere in the school and may be
volunteers, in the same sense as fire
wardens and first-aid
representatives.
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Service Level
Management
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Service Level Management requires you to
identify services and prioritise them. This can
be used as input to the Service Continuity
Management process.
You should therefore implement Service Level
Management as a means to help achieve
Service Continuity Management.
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Configuration
Management
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Configuration Management requires you to
identify assets (configuration items) and
record them in the configuration-
management database. This data can be
used as input to the Service Continuity
Management process.
You should therefore implement Configuration
Management as a means to help achieve
Service Continuity Management.
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Change Management
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Service-continuity plans must be changed in
line with changes to the ICT in your school.
Without a change management process you
may not be aware of changes, and your
service-continuity plans may become out of
date and invalid.
It is worth while implementing Change
Management before Service Continuity
Management, but do not let that stop you
considering the needs of service continuity
management from an early stage. Just being
aware of the things to consider may make the
difference between success and failure in the
event of a disaster.
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