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Implementing a Business Continuity
            Management System in Telecoms




Glikeria Zigouri
OTE Business Continuity Manager
August 2012
COSMOTE’s Business Continuity Mgmt - History
                 Risk Mitigation Strategy, Test plans for the Test Events, Crisis Operation Centre for
2002-4           the Olympic Games



                 BCM KICK OFF - Olympic Games expertise : the trigger to start a holistic BCM
2004-6
                 approach in COSMOTE


                 Approach based on PAS56
                                                                                 27 Departmental business recovery plans
                 Risk Assessment/BIA questionnaire based
2006-7
                  Emergency planning, based on 16
                                                                                  Emergency Management/CMP/Training
                  specific scenarios


                   BCM Plans & Strategies redeveloped
                                                                                 BCM Policy designed aligned to BS 25999
                   aligned to BS 25999
  2008
 to date          New operational Chart for Incident &                            BCM Training & Awareness for all BCM
                  Crisis Response established                                     Teams




Glikeria Zigouri /Implementing a Business Continuity Management System in Telecoms / 31.08.2012 @ Davos                    2
Some Interesting BCM Figures




                       4
                 Companies in
                  SE Europe
                  implement
                BCM under our
                 coordination




Glikeria Zigouri /Implementing a Business Continuity Management System in Telecoms / 31.08.2012 @ Davos   3
BCM Does not Do Magic !!!




Glikeria Zigouri /Implementing a Business Continuity Management System in Telecoms / 31.08.2012 @ Davos   4
Business Continuity Management



                       A holistic management process that identifies potential threats to an
                     organization and the impacts to business operations that those threats, if
                        realized, might cause, and which provides a framework for building
                     organizational resilience with the capability for an effective response that
                      safeguards the interests of its key stakeholders, reputation, brand and
                                               value-creating activities




Glikeria Zigouri /Implementing a Business Continuity Management System in Telecoms / 31.08.2012 @ Davos   5
Business Continuity Management System

                                                A relatively newcomer to the arena
                                                       of business disciplines


                                                     Creates operational structures




                               Creates & develops the processes and procedures to be
                              implemented in the event of a very serious incident which
                                       threatens the organization’s continuity



Glikeria Zigouri /Implementing a Business Continuity Management System in Telecoms / 31.08.2012 @ Davos   6
British Standard BS25999



                                                                     Understanding
                                                                     the Organisation




                                                  Exercising,               BCM              Determining
                                                  Maintaining            Programme           BCM
                                                  & Reviewing            Management          Strategy




                                                                     Developing and
                                                                     Implementing
                                                                     a BCM Response




Glikeria Zigouri /Implementing a Business Continuity Management System in Telecoms / 31.08.2012 @ Davos    7
Understanding the Organization




Glikeria Zigouri /Implementing a Business Continuity Management System in Telecoms / 31.08.2012 @ Davos   8
Deciding what to protect…

              Key People

              Key Network Systems

              Key IT Systems                                                    Human Resources


              Customer Care
                                                                                                                 Buildings &
                                                                                                           Technology Infrastructure
                  Data Centres

              Main Network Equipment locations

                                                                                     Business Processes,
                                                                                      Technology & IT



               .



Glikeria Zigouri /Implementing a Business Continuity Management System in Telecoms / 31.08.2012 @ Davos                                9
Deciding what to protect…

            Key Product & Services

               Voice calling;

               SMS Text messaging;

               Data services – mobile broadband;

               MMS messaging;

               Roaming services;




Glikeria Zigouri /Implementing a Business Continuity Management System in Telecoms / 31.08.2012 @ Davos   10
The reason………..

              Identify Mission-critical Net, Business and IT processes and resources identified

                                                                   Determine RTOs

                       Highlight the interdependencies between Business and IT processes

                                  Establish the priority of the recovery of these processes

                         Enhance senior management's understanding of the business risks

                    Identify Business process and application/technology interdependencies

                 Determine the most critical Business processes and identify how the Business is
                              affected from one day to one week, during the outage




Glikeria Zigouri /Implementing a Business Continuity Management System in Telecoms / 31.08.2012 @ Davos   11
Determining BCM Strategies




Glikeria Zigouri /Implementing a Business Continuity Management System in Telecoms / 31.08.2012 @ Davos   12
The Art of Continuity….


               IT & Cellular Network
                • Technical Recovery Coordinators appointed and trained
                • Critical Applications, Systems & Services as Technical Recovery targets
                • Technical Recovery Strategies ( per critical element )
                • Technical Recovery Plans ( per critical element )
                • Rehearsal Plans
                • Live Testing Programme




Glikeria Zigouri /Implementing a Business Continuity Management System in Telecoms / 31.08.2012 @ Davos   13
The Art of Continuity….

               Technology & Customer Care Recovery Sites
                 •     Technology (Net & IT), Customer Care sites, scattered across Greece
                       with embedded resilience

               Recovery Workplaces
                • Recovery Workplaces fully equipped and tested with Workstations and
                  Laptops to accommodate employees & critical business processes




        Alternative Workplace 1                                                      Alternative Workplace 2
Glikeria Zigouri /Implementing a Business Continuity Management System in Telecoms / 31.08.2012 @ Davos        14
Developing & Implementing a BCM
                                          Response




Glikeria Zigouri /Implementing a Business Continuity Management System in Telecoms / 31.08.2012 @ Davos   15
Incident Management

                             Incidents may occur any time without notice.
           Early detection, prompt notification and reporting of an incident, ensures that the
            necessary safety and control procedures are immediately activated so that the
                                   correct priorities can be followed:




                                                                   Buildings, Technology                  Business Processes,
                Human Resources
                                                                       Infrastructure                      Technology & IT




Glikeria Zigouri /Implementing a Business Continuity Management System in Telecoms / 31.08.2012 @ Davos                         16
Why should an incident be reported?
    Incidents are never welcome, still there are some serious gains when
    reported and filed accordingly :

     Not always obvious what has gone wrong and what the consequences are

     To manage any incident it is necessary to get the :

                                                  Right Information …
                                                  To the right people…
                                                  At the right time...
                                                  So they can make the right decisions !!!

            Lessons Learnt

            Preventive / Proactive Measures for similar incidents in the future

            Evidence to prove to Auditors and Interested Parties that we have a
            credible BC Programme
Glikeria Zigouri /Implementing a Business Continuity Management System in Telecoms / 31.08.2012 @ Davos   17
Incident Management Report Forms




Glikeria Zigouri /Implementing a Business Continuity Management System in Telecoms / 31.08.2012 @ Davos
                                                                                                          18   18
BCMS Documentation




Glikeria Zigouri /Implementing a Business Continuity Management System in Telecoms / 31.08.2012 @ Davos   19
Golden Rule: The plan is nothing, Planning
                              is everything




Glikeria Zigouri /Implementing a Business Continuity Management System in Telecoms / 31.08.2012 @ Davos   20
Exercising, Maintaining, Reviewing




Glikeria Zigouri /Implementing a Business Continuity Management System in Telecoms / 31.08.2012 @ Davos   21
Why Learning is important

   The ability to be cool, confident in a major incident is not an inherited characteristic, but is
   the direct result of how well prepared one is, for the crises

   Exercises, are a powerful means not only of testing your plans, but also of educating BCM
   teams, employees and encouraging the right type of attitude and thinking


    Establish annual education programmes including but not limited to) :

            Classroom Trainings                                                         Total Number of           Total No of
                                                                                              Events               participants

            Desktop Exercises

            Wide Rehearsals

            Awareness Sessions
                                                                                             33                   1.998

                                                                                                      Statistics 2011
Glikeria Zigouri /Implementing a Business Continuity Management System in Telecoms / 31.08.2012 @ Davos                           22
Rehearse, rehearse, rehearse…




Glikeria Zigouri /Implementing a Business Continuity Management System in Telecoms / 31.08.2012 @ Davos   23
Rehearse, rehearse, rehearse…




Glikeria Zigouri /Implementing a Business Continuity Management System in Telecoms / 31.08.2012 @ Davos   24
Building Culture: The toolset




Glikeria Zigouri /Implementing a Business Continuity Management System in Telecoms / 31.08.2012 @ Davos   25
eLearning

                                                                                At a glance

                                                        Τhe e-learning tool hosted at             www.cosmote-
                                                        businesscontinuity.gr was created by COSMOTE
                                                        Group Business Continuity Section aiming the education
                                                        and awareness of all COSMOTE Group employees to the
                                                        principles of Business Continuity Management and its
                                                        role. It is constructed in Flash platform having a micro
                                                        site structure , that makes navigation of users friendly.
                                                        The tool is bilingual in both English and Greek.



                                                                                            Moreover, a 10 - questions
                                                                                            quiz was incorporated to
                                                                                            the tool.

                                                                                            Users that scored 50%+
                                                                                            could download and print
                                                                                            with their name the
                                                                                            Certificate of BCM
                                                                                            eLearning.




Glikeria Zigouri /Implementing a Business Continuity Management System in Telecoms / 31.08.2012 @ Davos                  26
Awareness Assessment




                              Total running                             Total number                      Average daily
                                  time                                     of visits                          visits




                                    8
                                working
                                                                    1516    visits
                                                                                                          190
                                                                                                           visits per
                                 days                                                                     working day




                                                   Out of a total of 2350 employees




Glikeria Zigouri /Implementing a Business Continuity Management System in Telecoms / 31.08.2012 @ Davos                   27
Business Continuity flash Teasers & Posters




Glikeria Zigouri /Implementing a Business Continuity Management System in Telecoms / 31.08.2012 @ Davos   28
Glikeria Zigouri /Implementing a Business Continuity Management System in Telecoms / 31.08.2012 @ Davos   29
Important things to keep in mind for BCM
       Business Continuity Management is good Corporate Governance

       Incident Management, Crisis Management & Crisis Communications are
        all part of Business Continuity Management

       Disaster Recovery is yesterdays’ news. Resilience is todays’ requirement

       Habitual Business Continuity: Survival as a habit

       Create Efficiencies by capitalizing on Best Practice & make use of lessons
        learnt




Glikeria Zigouri /Implementing a Business Continuity Management System in Telecoms / 31.08.2012 @ Davos   30
Some Words of Wisdom…
      Always plan for where you are, not for where you aspire to be

      Prepare for Impact, not for Scenarios. Scenarios can be countless, Impact
       is countable.

      Have a well rehearsed method for exchanging information

      Synthesize the information before feeding it to the Top Team




Glikeria Zigouri /Implementing a Business Continuity Management System in Telecoms / 31.08.2012 @ Davos   31
Contact: Glikeria Zigouri
  gzigouri@cosmote.gr
  +30 697 6883886
Glikeria Zigouri /Implementing a Business Continuity Management System in Telecoms / 31.08.2012 @ Davos   32

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Implementing a Business Continuity Management System in Telecoms

  • 1. Implementing a Business Continuity Management System in Telecoms Glikeria Zigouri OTE Business Continuity Manager August 2012
  • 2. COSMOTE’s Business Continuity Mgmt - History Risk Mitigation Strategy, Test plans for the Test Events, Crisis Operation Centre for 2002-4 the Olympic Games BCM KICK OFF - Olympic Games expertise : the trigger to start a holistic BCM 2004-6 approach in COSMOTE Approach based on PAS56 27 Departmental business recovery plans Risk Assessment/BIA questionnaire based 2006-7 Emergency planning, based on 16 Emergency Management/CMP/Training specific scenarios BCM Plans & Strategies redeveloped BCM Policy designed aligned to BS 25999 aligned to BS 25999 2008 to date New operational Chart for Incident & BCM Training & Awareness for all BCM Crisis Response established Teams Glikeria Zigouri /Implementing a Business Continuity Management System in Telecoms / 31.08.2012 @ Davos 2
  • 3. Some Interesting BCM Figures 4 Companies in SE Europe implement BCM under our coordination Glikeria Zigouri /Implementing a Business Continuity Management System in Telecoms / 31.08.2012 @ Davos 3
  • 4. BCM Does not Do Magic !!! Glikeria Zigouri /Implementing a Business Continuity Management System in Telecoms / 31.08.2012 @ Davos 4
  • 5. Business Continuity Management A holistic management process that identifies potential threats to an organization and the impacts to business operations that those threats, if realized, might cause, and which provides a framework for building organizational resilience with the capability for an effective response that safeguards the interests of its key stakeholders, reputation, brand and value-creating activities Glikeria Zigouri /Implementing a Business Continuity Management System in Telecoms / 31.08.2012 @ Davos 5
  • 6. Business Continuity Management System A relatively newcomer to the arena of business disciplines Creates operational structures Creates & develops the processes and procedures to be implemented in the event of a very serious incident which threatens the organization’s continuity Glikeria Zigouri /Implementing a Business Continuity Management System in Telecoms / 31.08.2012 @ Davos 6
  • 7. British Standard BS25999 Understanding the Organisation Exercising, BCM Determining Maintaining Programme BCM & Reviewing Management Strategy Developing and Implementing a BCM Response Glikeria Zigouri /Implementing a Business Continuity Management System in Telecoms / 31.08.2012 @ Davos 7
  • 8. Understanding the Organization Glikeria Zigouri /Implementing a Business Continuity Management System in Telecoms / 31.08.2012 @ Davos 8
  • 9. Deciding what to protect…  Key People  Key Network Systems  Key IT Systems Human Resources  Customer Care Buildings & Technology Infrastructure  Data Centres  Main Network Equipment locations Business Processes, Technology & IT . Glikeria Zigouri /Implementing a Business Continuity Management System in Telecoms / 31.08.2012 @ Davos 9
  • 10. Deciding what to protect…  Key Product & Services  Voice calling;  SMS Text messaging;  Data services – mobile broadband;  MMS messaging;  Roaming services; Glikeria Zigouri /Implementing a Business Continuity Management System in Telecoms / 31.08.2012 @ Davos 10
  • 11. The reason………..  Identify Mission-critical Net, Business and IT processes and resources identified  Determine RTOs  Highlight the interdependencies between Business and IT processes  Establish the priority of the recovery of these processes  Enhance senior management's understanding of the business risks  Identify Business process and application/technology interdependencies Determine the most critical Business processes and identify how the Business is affected from one day to one week, during the outage Glikeria Zigouri /Implementing a Business Continuity Management System in Telecoms / 31.08.2012 @ Davos 11
  • 12. Determining BCM Strategies Glikeria Zigouri /Implementing a Business Continuity Management System in Telecoms / 31.08.2012 @ Davos 12
  • 13. The Art of Continuity…. IT & Cellular Network • Technical Recovery Coordinators appointed and trained • Critical Applications, Systems & Services as Technical Recovery targets • Technical Recovery Strategies ( per critical element ) • Technical Recovery Plans ( per critical element ) • Rehearsal Plans • Live Testing Programme Glikeria Zigouri /Implementing a Business Continuity Management System in Telecoms / 31.08.2012 @ Davos 13
  • 14. The Art of Continuity…. Technology & Customer Care Recovery Sites • Technology (Net & IT), Customer Care sites, scattered across Greece with embedded resilience Recovery Workplaces • Recovery Workplaces fully equipped and tested with Workstations and Laptops to accommodate employees & critical business processes Alternative Workplace 1 Alternative Workplace 2 Glikeria Zigouri /Implementing a Business Continuity Management System in Telecoms / 31.08.2012 @ Davos 14
  • 15. Developing & Implementing a BCM Response Glikeria Zigouri /Implementing a Business Continuity Management System in Telecoms / 31.08.2012 @ Davos 15
  • 16. Incident Management Incidents may occur any time without notice. Early detection, prompt notification and reporting of an incident, ensures that the necessary safety and control procedures are immediately activated so that the correct priorities can be followed: Buildings, Technology Business Processes, Human Resources Infrastructure Technology & IT Glikeria Zigouri /Implementing a Business Continuity Management System in Telecoms / 31.08.2012 @ Davos 16
  • 17. Why should an incident be reported? Incidents are never welcome, still there are some serious gains when reported and filed accordingly :  Not always obvious what has gone wrong and what the consequences are  To manage any incident it is necessary to get the : Right Information … To the right people… At the right time... So they can make the right decisions !!!  Lessons Learnt  Preventive / Proactive Measures for similar incidents in the future  Evidence to prove to Auditors and Interested Parties that we have a credible BC Programme Glikeria Zigouri /Implementing a Business Continuity Management System in Telecoms / 31.08.2012 @ Davos 17
  • 18. Incident Management Report Forms Glikeria Zigouri /Implementing a Business Continuity Management System in Telecoms / 31.08.2012 @ Davos 18 18
  • 19. BCMS Documentation Glikeria Zigouri /Implementing a Business Continuity Management System in Telecoms / 31.08.2012 @ Davos 19
  • 20. Golden Rule: The plan is nothing, Planning is everything Glikeria Zigouri /Implementing a Business Continuity Management System in Telecoms / 31.08.2012 @ Davos 20
  • 21. Exercising, Maintaining, Reviewing Glikeria Zigouri /Implementing a Business Continuity Management System in Telecoms / 31.08.2012 @ Davos 21
  • 22. Why Learning is important The ability to be cool, confident in a major incident is not an inherited characteristic, but is the direct result of how well prepared one is, for the crises Exercises, are a powerful means not only of testing your plans, but also of educating BCM teams, employees and encouraging the right type of attitude and thinking  Establish annual education programmes including but not limited to) :  Classroom Trainings Total Number of Total No of Events participants  Desktop Exercises  Wide Rehearsals  Awareness Sessions 33 1.998 Statistics 2011 Glikeria Zigouri /Implementing a Business Continuity Management System in Telecoms / 31.08.2012 @ Davos 22
  • 23. Rehearse, rehearse, rehearse… Glikeria Zigouri /Implementing a Business Continuity Management System in Telecoms / 31.08.2012 @ Davos 23
  • 24. Rehearse, rehearse, rehearse… Glikeria Zigouri /Implementing a Business Continuity Management System in Telecoms / 31.08.2012 @ Davos 24
  • 25. Building Culture: The toolset Glikeria Zigouri /Implementing a Business Continuity Management System in Telecoms / 31.08.2012 @ Davos 25
  • 26. eLearning At a glance Τhe e-learning tool hosted at www.cosmote- businesscontinuity.gr was created by COSMOTE Group Business Continuity Section aiming the education and awareness of all COSMOTE Group employees to the principles of Business Continuity Management and its role. It is constructed in Flash platform having a micro site structure , that makes navigation of users friendly. The tool is bilingual in both English and Greek. Moreover, a 10 - questions quiz was incorporated to the tool. Users that scored 50%+ could download and print with their name the Certificate of BCM eLearning. Glikeria Zigouri /Implementing a Business Continuity Management System in Telecoms / 31.08.2012 @ Davos 26
  • 27. Awareness Assessment Total running Total number Average daily time of visits visits 8 working 1516 visits 190 visits per days working day Out of a total of 2350 employees Glikeria Zigouri /Implementing a Business Continuity Management System in Telecoms / 31.08.2012 @ Davos 27
  • 28. Business Continuity flash Teasers & Posters Glikeria Zigouri /Implementing a Business Continuity Management System in Telecoms / 31.08.2012 @ Davos 28
  • 29. Glikeria Zigouri /Implementing a Business Continuity Management System in Telecoms / 31.08.2012 @ Davos 29
  • 30. Important things to keep in mind for BCM  Business Continuity Management is good Corporate Governance  Incident Management, Crisis Management & Crisis Communications are all part of Business Continuity Management  Disaster Recovery is yesterdays’ news. Resilience is todays’ requirement  Habitual Business Continuity: Survival as a habit  Create Efficiencies by capitalizing on Best Practice & make use of lessons learnt Glikeria Zigouri /Implementing a Business Continuity Management System in Telecoms / 31.08.2012 @ Davos 30
  • 31. Some Words of Wisdom…  Always plan for where you are, not for where you aspire to be  Prepare for Impact, not for Scenarios. Scenarios can be countless, Impact is countable.  Have a well rehearsed method for exchanging information  Synthesize the information before feeding it to the Top Team Glikeria Zigouri /Implementing a Business Continuity Management System in Telecoms / 31.08.2012 @ Davos 31
  • 32. Contact: Glikeria Zigouri gzigouri@cosmote.gr +30 697 6883886 Glikeria Zigouri /Implementing a Business Continuity Management System in Telecoms / 31.08.2012 @ Davos 32