Value Learning Session14th May ‘1014th May ‘10

Business Continuity Planning

Agenda

Time DescriptionDuration

(min)

12:00 p.m. - 12:05 p.m. Welcome and Context Setting 5

© 2009 Avaya Inc. All rights reserved. 2

12:05 p.m. - 12:30 p.m. Mehul Bhuptani — Journey to BS-25999 25

12:30 p.m. - 12:50 p.m.Rahul Panshikar – Business Continuity

Planning20

12:50 p.m. – 1:00 p.m. Q & A 10

House Keeping

Webinar will go into Lecture Mode during the Presenters session

Presentation slides and webinar recording

3

Presentation slides and webinar recording will be uploaded to the NASSCOM GEPS Community Page

Participants encouraged to post questions in the ‘Discussion Area’ of the webconference –We will try to answer all your questions

Mehul Bhuptani — Journey to BS-25999

4

Mehul BhuptaniBusiness Continuity & Disaster Recovery

Manager- India & APAC

AMDOCS > CUSTOMER EXPERIENCE SYSTEMS INNOVATION

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Amdocs India BCMS – Journey to BS-25999

Mehul Bhuptani

“By failing to prepare, you are preparing to fail”-- Ben Franklin

Amdocs – Business Continuity Management, doc. #: 964907

AMDOCS > CUSTOMER EXPERIENCE SYSTEMS INNOVATION

� About – Amdocs

� Amdocs (India)

� Introduction

� The need of BCMS

Agenda

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� Amdocs BS-25999 Implementation Cycle

� Embedding in to Culture

� Summary

AMDOCS > CUSTOMER EXPERIENCE SYSTEMS INNOVATION

� Global leader in software and services for

� Customer & Revenue Management

� Service & Resource Management (OSS)

� Service Delivery

� Portfolio Management

� Cable, Satellite & Online television

� Compact Convergence

About - Amdocs

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� Compact Convergence

� Local Advertising & Yellow Pages

AMDOCS > CUSTOMER EXPERIENCE SYSTEMS INNOVATION

� Development center was setup in the year 2004

� Hold competitive edge over competitors in the telecom market.

� Provide high quality focused services to its customers

� Acts as a ‘Trusted Advisor’ for its customer.

� Helps customers in achieving significant ROI

Amdocs India

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� Helps customers in achieving significant ROI

� BS 25999 certified

AMDOCS > CUSTOMER EXPERIENCE SYSTEMS INNOVATION

War Terror

Sept. 11, 2001

Hurricane Katrina

Indian Ocean Tsunami

Introduction

It is not a question of IF but of

WHEN.

Preparation (as opposed to crisis

mode) is key to efficiency &

effectiveness.

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War Terror Health

State Infra Weather Technology

2003 US blackout

2nd

Lebanon War

London & Madrid subway bombing

SARS

No BCM - Could impact the

company's reputation.

BCM provides agility, regardless

of the type of business

interruption.

AMDOCS > CUSTOMER EXPERIENCE SYSTEMS INNOVATION

The Need of BCMS*

� To keep the business continue working once a disaster occurs

� Commitments to customers for a business continuity plan

� BCP/DRP** is one of Amdocs’ top 6 non-strategic risks

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� To Deliver a proven capability for managing a disruption

*BCMS: Business Continuity Management System

**BCP/DRP: Business Continuity Plan/ Disaster Recovery Plan

AMDOCS > CUSTOMER EXPERIENCE SYSTEMS INNOVATION

Amdocs BS-25999 Implementation Cycle

Stage

1

• Establish a Business continuity management system

Stage

2

• Understanding the organization

Stage

3

• Determining BCM strategies

Stage • Developing & implementing BCM response

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Stage

4

• Developing & implementing BCM response

Stage

5

• Exercising & Maintaining

Stage

6

• Monitor & Review of the BCMS

Stage

7

• Maintaining & improving of the BCMS

AMDOCS > CUSTOMER EXPERIENCE SYSTEMS INNOVATION

Embedding BCM in to Organizational Culture

BIA and Risk Assessment carried out, Strategies

developed, BCM implemented…and

then? Nothing

Getting that tick in the box

�The Common Scenario

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�Embedding in Amdocs CultureAmdocs raise, enhance and maintain

BCM awareness through ongoing

training programs, mailers & via induction

programs.

AMDOCS > CUSTOMER EXPERIENCE SYSTEMS INNOVATION

� Comprehensive Business Continuity solution

� Provides around the Clock’ service for Customers

� Assure continuous delivery of quality services to Customers

� Delivers a proven capability for managing a disruption

� Redundancy in all Layers

� Readiness kept by ongoing auditing and testing

Summary

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� Readiness kept by ongoing auditing and testing

� Continuous process

� Must become part of the organizational culture

AMDOCS > CUSTOMER EXPERIENCE SYSTEMS INNOVATION

Amdocs Amdocs -- Business Business Continuity ManagementContinuity Management

Thank youThank you

Q & A

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Thank youThank you

Rahul Panshikar,Avaya India Pvt. Ltd.

Business Continuity Planning

Agenda

�Categories of Incidents

�Impact

�Mitigation

�Communication

©2010. All rights reserved. 16

�Communication

�Avaya Notification Solution

�Network Readiness

�Resource Planning – BCP Portal

�Work from Home

Categories of Incidents

�IT Maintenance and upgrades

�Facilities maintenance and

�Data/Voice Network Outage

– Undersea cable cuts

– Last mile failures

Planned Unplanned

©2010. All rights reserved. 17

�Facilities maintenance and upgrades

�Mandatory holidays -Elections

�Public Holidays

�Internal activities – All-hands, functions, etc.

– Last mile failures

– Network element failure

�UPS Failure

�Emergency situations like fire

�Riots, epidemic, natural calamities

Impact and Mitigation

Employees

•Safety

•Stress due to uncertainty

•Rumors

IMPACT MITIGATION

• ANS*: Communication –

continuous at all levels

• Network Planning & Remote

©2010. All rights reserved. 18

•Rumors

Business

•Inability to service

customers

•Loss of Revenue

•Future business

•Credibility

Monitoring

• Resource Planning

• BCP Portal for real-time Impact

Analysis

• Remote working option

*ANS – Avaya Notification Solution

Communication

• Govt. Officials

• Security Agencies

• Nasscom

Communication with external agencies

• EmailContinuous

©2010. All rights reserved.

• Email

• SMS

• Phone calls

Continuous communication at

various levels (Internal) – Automated and

Manual

• Analyze impact

• Quick Action PlanningConference calls

Avaya Notification Solution

Customer Value

• Speed & capacity – contact thousands of people in short time

• Flexibility - pre-recorded messages, Multi-model 2-way Notification (Voice – Enterprise, Wireless and PSTN, Avaya IP Phone, SMS, Email, and Custom Channels)

• Targeted communications – target individuals and

Notify Respond Collaborate

A centralized emergency communication system in occurrences of crisis, business critical events, business threats

©2010. All rights reserved.

• Targeted communications – target individuals and groups

• Situational awareness – capture responses, poll recipients, transfer calls, initiate conferences

• Text-to-speech - Automatically convert text message to voice call for broadcast.

• Escalation chain for recipient list – roll-over to next defined recipient when primary recipient cannot be reached

Technology

• Leverages IP Network for IP Phone broadcast

• Open Web Services API for third party integrations

• Takes advantage of Avaya specific solutions like IP Phones, Avaya Conferencing and Avaya self-service IVR

• IM channel on XMPP so as to support MOC, ichat, etc.

20

20

Improved response time, improved operational efficiency, reduce risk, reduced cost, saves lives,

Improved business top line

Network Readiness

�Robust Change Control Mechanism

�Redundancy of Servers

�Site Level Redundancy

�Redundancy of Network Elements – VRRP, STP

©2010. All rights reserved.

�Redundancy of Network Elements – VRRP, STP

�Multiple level power backup

�Redundant links

– Multiple undersea carriers using MPLS

– Multiple local loops

�PBX level Redundancy

�Remote Proactive Monitoring21

ChangeChange MonitorMonitor

BackupBackup

Resource Planning – BCP Portal

� Real-time Impact Analysis

� Gives team-wise reports

� Employee impact in situations like civil unrest

– Highlights trouble areas and employee location

©2010. All rights reserved.

employee location

– Enables closer monitoring and feedback gathering

� Readiness report

– Functionality from other locations

– Ability to work from home

– Generates Codes: Green, Amber, Red

22

Work From Home

�Employees are Enabled with

– UPS

– Phone with Headsets

– Broadband connection

Intranet Access through VPN

©2010. All rights reserved.

�Intranet Access through VPN

�Have Access only to PSTN

�Need capability to connect

to PSTN using VoIP

23

thank youRahul Panshikar

©2010. All rights reserved. 24

rpanshikar@avaya.com

+91-20-3041-2277/ +91-98814-62242

Roundtable

25

Roundtable

Thank YouThank You

To write to the GEPS Group, please To write to the GEPS Group, please email : geps@nasscom.inemail : geps@nasscom.inemail : geps@nasscom.inemail : geps@nasscom.in