NASSCOM GEPS BCP Webinar 2010_05_14
- 1. Value Learning Session 14th May ‘10 Business Continuity Planning
- 2. Agenda Duration Time Description (min) 12:00 p.m. - 12:05 p.m. Welcome and Context Setting 5 12:05 p.m. - 12:30 p.m. Mehul Bhuptani — Journey to BS-25999 25 Rahul Panshikar – Business Continuity 12:30 p.m. - 12:50 p.m. 20 Planning 12:50 p.m. – 1:00 p.m. Q&A 10 © 2009 Avaya Inc. All rights reserved. 2
- 3. House Keeping Webinar will go into Lecture Mode during the Presenters session 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 3
- 4. Mehul Bhuptani — Journey to BS-25999 Mehul Bhuptani Business Continuity & Disaster Recovery Manager- India & APAC 4
- 5. AMDOCS > CUSTOMER EXPERIENCE SYSTEMS INNOVATION Amdocs India BCMS – Journey to BS-25999 “By failing to prepare, you are preparing to fail” -- Ben Franklin Mehul Bhuptani Amdocs – Business Continuity Management, doc. #: 964907 5 Information Security Level 2 – Sensitive © 2010 – Proprietary and Confidential Information of Amdocs
- 6. AMDOCS > CUSTOMER EXPERIENCE SYSTEMS INNOVATION Agenda About – Amdocs Amdocs (India) Introduction The need of BCMS Amdocs BS-25999 Implementation Cycle Embedding in to Culture Summary 6 Information Security Level 2 – Sensitive © 2010 – Proprietary and Confidential Information of Amdocs
- 7. AMDOCS > CUSTOMER EXPERIENCE SYSTEMS INNOVATION About - Amdocs Global leader in software and services for Customer & Revenue Management Service & Resource Management (OSS) Service Delivery Portfolio Management Cable, Satellite & Online television Compact Convergence Local Advertising & Yellow Pages 7 Information Security Level 2 – Sensitive © 2010 – Proprietary and Confidential Information of Amdocs
- 8. AMDOCS > CUSTOMER EXPERIENCE SYSTEMS INNOVATION Amdocs India 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 BS 25999 certified 8 Information Security Level 2 – Sensitive © 2010 – Proprietary and Confidential Information of Amdocs
- 9. AMDOCS > CUSTOMER EXPERIENCE SYSTEMS INNOVATION Introduction Sept. 11, It is not a question of IF but of 2001 WHEN. Indian Hurricane Ocean Katrina Preparation (as opposed to crisis Tsunami mode) is key to efficiency & effectiveness. War Terror Health No BCM - Could impact the State Infra company's reputation. Weather 2003 US SARS Technology blackout BCM provides agility, regardless of the type of business interruption. London & 2nd Madrid Lebanon subway War bombing 9 Information Security Level 2 – Sensitive © 2010 – Proprietary and Confidential Information of Amdocs
- 10. 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 To Deliver a proven capability for managing a disruption *BCMS: Business Continuity Management System **BCP/DRP: Business Continuity Plan/ Disaster Recovery Plan 10 Information Security Level 2 – Sensitive © 2010 – Proprietary and Confidential Information of Amdocs
- 11. AMDOCS > CUSTOMER EXPERIENCE SYSTEMS INNOVATION Amdocs BS-25999 Implementation Cycle Stage • Establish a Business continuity management system 1 Stage • Understanding the organization 2 Stage • Determining BCM strategies 3 Stage • Developing & implementing BCM response 4 Stage • Exercising & Maintaining 5 Stage • Monitor & Review of the BCMS 6 Stage • Maintaining & improving of the BCMS 7 11 Information Security Level 2 – Sensitive © 2010 – Proprietary and Confidential Information of Amdocs
- 12. AMDOCS > CUSTOMER EXPERIENCE SYSTEMS INNOVATION Embedding BCM in to Organizational Culture Getting that tick in the box The Common Scenario BIA and Risk Assessment carried out, Strategies developed, BCM implemented…and then? Nothing Embedding in Amdocs Culture Amdocs raise, enhance and maintain BCM awareness through ongoing training programs, mailers & via induction programs. 12 Information Security Level 2 – Sensitive © 2010 – Proprietary and Confidential Information of Amdocs
- 13. AMDOCS > CUSTOMER EXPERIENCE SYSTEMS INNOVATION Summary 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 Continuous process Must become part of the organizational culture 13 Information Security Level 2 – Sensitive © 2010 – Proprietary and Confidential Information of Amdocs
- 14. AMDOCS > CUSTOMER EXPERIENCE SYSTEMS INNOVATION Q&A Amdocs - Business Continuity Management Thank you 14 Information Security Level 2 – Sensitive © 2010 – Proprietary and Confidential Information of Amdocs
- 15. Business Continuity Planning Rahul Panshikar, Avaya India Pvt. Ltd.
- 16. Agenda Categories of Incidents Impact Mitigation Communication Avaya Notification Solution Network Readiness Resource Planning – BCP Portal Work from Home ©2010. All rights reserved. 16
- 17. Categories of Incidents Planned Unplanned IT Maintenance and Data/Voice Network Outage upgrades – Undersea cable cuts Facilities maintenance and – Last mile failures upgrades – Network element failure Mandatory holidays - Elections UPS Failure Public Holidays Emergency situations like fire Internal activities – All- hands, functions, etc. Riots, epidemic, natural calamities ©2010. All rights reserved. 17
- 18. Impact and Mitigation IMPACT MITIGATION Employees • ANS*: Communication – •Safety continuous at all levels •Stress due to uncertainty • Network Planning & Remote •Rumors Monitoring Business •Inability to service • Resource Planning customers • BCP Portal for real-time Impact •Loss of Revenue Analysis •Future business • Remote working option •Credibility ©2010. All rights reserved. 18 *ANS – Avaya Notification Solution
- 19. Communication • Govt. Officials Communication with external agencies • Security Agencies • Nasscom Continuous communication at • Email various levels (Internal) • SMS – Automated and • Phone calls Manual • Analyze impact Conference calls • Quick Action Planning ©2010. All rights reserved.
- 20. Avaya Notification Solution A centralized emergency communication system in occurrences of crisis, business critical events, business threats Customer Value • Speed & capacity – contact thousands of people in short Notify Respond Collaborate 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 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 Improved response time, improved operational defined recipient when primary recipient cannot be reached efficiency, reduce risk, reduced cost, saves lives, Improved business top line 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. ©2010. All rights reserved. 20 20
- 21. Network Readiness Robust Change Control Mechanism Redundancy of Servers Site Level Redundancy Redundancy of Network Elements – VRRP, STP Multiple level power backup Backup Redundant links – Multiple undersea carriers using MPLS – Multiple local loops Change Monitor PBX level Redundancy Remote Proactive Monitoring ©2010. All rights reserved. 21
- 22. 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 – Enables closer monitoring and feedback gathering Readiness report – Functionality from other locations – Ability to work from home – Generates Codes: Green, Amber, Red ©2010. All rights reserved. 22
- 23. Work From Home Employees are Enabled with – UPS – Phone with Headsets – Broadband connection Intranet Access through VPN Have Access only to PSTN Need capability to connect to PSTN using VoIP ©2010. All rights reserved. 23
- 24. thank you Rahul Panshikar rpanshikar@avaya.com +91-20-3041-2277/ +91-98814-62242 ©2010. All rights reserved. 24
- 25. Roundtable 25
- 27. Thank You To write to the GEPS Group, please email : geps@nasscom.in