NASSCOM GEPS BCP Webinar 2010_05_14
description
Transcript of NASSCOM GEPS BCP Webinar 2010_05_14
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
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�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
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�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
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•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
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• 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
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• 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.
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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
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�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
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employee location
– Enables closer monitoring and feedback gathering
� Readiness report
– Functionality from other locations
– Ability to work from home
– Generates Codes: Green, Amber, Red
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Work From Home
�Employees are Enabled with
– UPS
– Phone with Headsets
– Broadband connection
Intranet Access through VPN
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�Intranet Access through VPN
�Have Access only to PSTN
�Need capability to connect
to PSTN using VoIP
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thank youRahul Panshikar
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+91-20-3041-2277/ +91-98814-62242
Roundtable
25
Roundtable
Thank YouThank You
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