5th me business & it resilience summit 2016 - it resilience and service management – case...
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Continuity and Resilience (CORE) ISO 22301 BCM Consulting Firm
Presentations by speakers at the 5th Middle East Business & IT Resilience Summit
20 – 21 April 2016 – Palace Hotel DownTown Dubai
Our Contact Details:
INDIA UAE
Continuity and Resilience
Level 15,Eros Corporate Tower Nehru Place ,New Delhi-110019
Tel: +91 11 41055534/ +91 11 41613033 Fax: ++91 11 41055535
Email: [email protected]
Continuity and Resilience
P. O. Box 127557 Abu Dhabi, United Arab Emirates
Mobile:+971 50 8460530 Tel: +971 2 8152831 Fax: +971 2 8152888
Email: [email protected]
Please write to us if you would like to get in touch with the Speaker
IT Resilience and Service Management – Case Study
Sandeep Gondhalekar
CISA, CISM, CeGIT, ITIL Expert
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Introduction: Quint Wellington Redwood
Founded in 1992 in the Netherlands
24 years of IT Management & Education experience– operating in 22 countries & support client projects in 49 countries
Core business: Improvement of ICT organizations providing Consulting Measurement & Education Services in the area of Service Management, Strategy & Sourcing.
Introduced ITSM in Asia/ME in 1999. Thought Leaders in IT Service Management
Quint IPW Implementation Framework most widely used as per Gartner Research
•Spain
•France •Germany
•Benelux
•Italy
•Mexico
•USA
•Brazil
•India
•Japan
•Australia
•Malaysia
•Finland
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TCO Monitoring Managing IT spend
Business & IT
Roadmap Improving the alignment of
Business & IT
Lean IT, Agile & DevOps Accelerating customer value
& high-performing IT
IT Service Management Enhancing predictable &
compliant IT services
Empowering IT to Maximize Business Value
Sourcing Advisory Effectively sourcing
Business & IT services
IT Governance &
Leadership Ensuring a well-governed IT
organization
Page 4
Academy Empowering
professionals
Sourcing Management
Services Ensuring contracted
performance, savings and
efficiencies
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IT Resilience and IT Service Management
IT resilience and IT service management (ITSM) are both concerned with how to manage the information that creates value for your organization and your customers.
IT resilience is concerned with managing the risks in protecting the confidentiality, integrity and availability of information that the business needs, whereas ITSM is concerned with managing the IT systems and services that store, process and manage that information.
There is a lot of overlap between these two areas, but too many organizations manage them completely separately – with different people, processes, technology and governance.
This can foster a silo mentality, resulting in ineffective decision making that fails to manage IT risks properly.
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IT Resilience and ITSM – The balancing act
Balance between Prevention, Detection and Correction.
E.g Incidents should be prevented where this is cost-effective and achievable. Incidents that can’t be prevented must be detected quickly and corrective actions must be taken to manage the impact and restore normal service
Balance between People, Process and Technology.
However good the technology, if people do the wrong things then information will be at risk, and even if the people and the technology are fit-for purpose, poor processes can still result in embarrassing and expensive breaches
Balance between Risk and Opportunity.
Increased security can protect the business, but security controls can also cause inconvenience and have a negative effect on agility. A balance must be struck between insufficient controls that might lead to significant losses, and excessive controls that could slow down the business and limit the ability to exploit new opportunities.
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Case Study
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Strategy and Resilience
Strategy ensures that the activities you carry out to protect the organization’s information assets are aligned with the needs of the organization and its multiple stakeholders
Information Protection
Heterogeneous Environments
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Design and Resilience
Design ensures that the management system and controls are designed in a way that will deliver the strategy, ensuring that risks are understood and that controls are designed in a way that balances their cost and negative impact with the benefits that they bring.
Architecture
Access points and methodology
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Transition and Resilience
Transition brings the design into operation, while managing the risks that this involves. It also ensures that business and IT changes are managed in a way that supports the IT resilience needs of the organization
Testing Environments and UAT
BCP Testing
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Operation and Resilience
Operation is the part of the lifecycle where the controls actually have an effect on risk. Risks are prevented where possible, and those that can’t be prevented are detected and corrected.
Management Reporting
Major Incident Handling
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Continual Improvement and Resilience
Continual improvement defines the attitudes, behaviors and environment across the organization that ensures IT resilience continues to provide the protection needed in a constantly changing environment.
Lessons Learned
Assessments
Prioritization of Improvements
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Critical to Success: Cooperation to Collaboration
Cooperation
Working together, but possibly with different goals
Separate goal setting and decision making
May be driven by management, or by the co-operators
Usually have individual goals only
Requires working together
Roles and processes more important than cooperation
Everybody gets something, but not everything they want
Collaboration
Working together to achieve a common goal
Shared goal setting and decision making Driven by the collaborators
Usually have individual goals as well as shared goals
Requires emotional engagement
Collaboration takes precedence over roles, processes, etc.
Everybody wins
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In Summery
Learn about sources of best practice for IT resilience and ITSM
RESILIA,ISO 27001, ISO 20000, Cobit 5 , ITIL ,….
Ensure your management system covers the whole of the service lifecycle
Design integrated processes that support both IT resilience and ITSM
Define integrated end-to-end metrics that are focused on the needs of your customers
Encourage collaboration between your IT resilience and ITSM people
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15
w w w . q u i n t g r o u p . c o m For further information or questions, please contact:
Sandeep Gondhalekar
D a r e t o c h a l l e n g e
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Bodytekst Calibiri 20pts
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R:19 G:26 B:125
Continuity and Resilience (CORE) ISO 22301 BCM Consulting Firm
Presentations by speakers at the 5th Middle East Business & IT Resilience Summit
20 – 21 April 2016 – Palace Hotel DownTown Dubai
Our Contact Details:
INDIA UAE
Continuity and Resilience
Level 15,Eros Corporate Tower Nehru Place ,New Delhi-110019
Tel: +91 11 41055534/ +91 11 41613033 Fax: ++91 11 41055535
Email: [email protected]
Continuity and Resilience
P. O. Box 127557 Abu Dhabi, United Arab Emirates
Mobile:+971 50 8460530 Tel: +971 2 8152831 Fax: +971 2 8152888
Email: [email protected]
Please write to us if you would like to get in touch with the Speaker