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IT Service Continuity: Achieving Embeddedness through Planni

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Jonna Järveläinen

on 19 November 2013

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Transcript of IT Service Continuity: Achieving Embeddedness through Planni

What is IT Service Continuity?
IT Service Continuity: Achieving Embeddedness through Planning
Doctoral candidate Marko Niemimaa
Dr. Sc. Jonna Järveläinen, Senior Research Fellow,
Turku School of Economics, University of Turku, Finland

Continuity management cycle
How the study was done?
18 interviews of large company managers in 2010

Survey to large company + public organisation managers in 2012 (n: 84)

Triangulation with two researchers
Project initiation
after a major incident = commitment
after customers had required it = commitment
as a management initiative = commitment
as an IT or security experts’ initiative = difficulties
Risk assessment (76%) /Business Impact Analysis (44%)
BIA not done on public sector
interviews, questionnaires, discussions
smaller companies: IT experts decide
no analysis/assessment = no awareness/commitment
FARES, Regensburg, Sep. 2, 2013
Business continuity
Disaster recovery
IT Service Continuity
Continuous IT services - continuous business
Resilient technology
Embeddedness of continuity practices
managers committed
employees understand (training)
planning + testing + updating the plans in business processes
Business risks
Environmental risks
Operational risks
Project initiation
Risk assessment / Business Impact Analysis
Creation of continuity plan
Testing and exercising
Top management /employee support + commitment
Understanding the value of continuity on several organisational levels
Integrating to practices
Making continuity
visible to all
Rate, which systems are the most important ones to your department
Customer relationship management system


Accounting system

e-Mail system

Design and development of continuity plans
templates - continuity not understood
coordinators facilitating, training, discussing with department managers
centralised plans = no awareness / commitment to continuity among managers/employees!
Creation of continuity plans
2/3 continuity in new IT service design
plans for all processes
high level continuity principles in small companies
dependency between IT and business services not understood => embeddedness?
Testing and exercising = making continuity visible
some test regularly, some not
external audits frequent (focus security, some times also continuity audited)
yearly calendar for tests
tests in public organisations less frequent
Maintenance and updating
learning from mistakes => distributing knowledge = embedding
58% regularly update plans
So what?
Embeddedness of continuity practices ≠ resilient technology + continuity plans

Planning involving management and employees + resilient technology + training/exercising + updating plans = embeddedness
Continuous IT services = Continuous business processes
People problem! Technology is not enough
Maintenance and updating
Maintenance of plans makes continuity more visible
Design and development of continuity plan
Commitment to plan + collegial mindset
Thank you!

Any questions?
Full transcript