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BUSINESS CONTINUITY MANAGEMENTBUSINESS CONTINUITY MANAGEMENT
Emergency Response Guide Report
Prepared by the University of Nevada, RenoCollege of Business Administration
Melissa DeAngeloJeremy DingSean Findley Gene GoettingKern Herron
Mackenzie HeysElaine Noble
Samson MalchiEllen O’Rourke
Mallory Principe
December 7, 2010 A UNR & MSLI Collaboration 1
BUSINESS CONTINUITY MANAGEMENTBUSINESS CONTINUITY MANAGEMENT
MSLI Reno, Nevada Functions
• MSLI in Reno, NV– Volume Licensing– Commercial Licensing– Original Equipment
Manufacturing – Entertainment and
Devices
December 7, 2010 A UNR & MSLI Collaboration 2
BUSINESS CONTINUITY MANAGEMENTBUSINESS CONTINUITY MANAGEMENT
The Project
• Building Upon the Relationship Between UNR and MSLI
• Utilize Graduate Level Experience• Analysis of Current MSLI BCM• Focus on Key Support Departments– Help Desk– Data Center
December 7, 2010 A UNR & MSLI Collaboration 3
BUSINESS CONTINUITY MANAGEMENTBUSINESS CONTINUITY MANAGEMENT
Help Desk• 7 Direct Employees• Infrastructure Systems– Computers– Network
• Work Through Tickets• May Complete 70% of Work Tasks Remotely• Global Help Desk Support• 28 IT Personnel Possible Additional Support Staff
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BUSINESS CONTINUITY MANAGEMENTBUSINESS CONTINUITY MANAGEMENT
Data Center• Two Data Center Locations– Reno, Nevada– Phoenix, Arizona– Failover to Quincy, Idaho
• Employees– 14 Employees– 1 Team Lead at Each Location– 1 Operations Manager Located in Phoenix
• 75% of Work is Completed On Site
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Benefits
• Mitigate Risk• Minimize Down Time• Failover Procedures• Safety of Employees
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Success Factors
• Communication to all Stakeholders• Training on the BCP prior to an incident• Exercised annually with results documented • BCM Plan updated as needed to reflect results• Chain of Command
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What Has Been Done
• Management is the Main Champion• Establishment of BCM headed by Michael
Bateman• Strong Commitment to Business Continuity
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Components of BCM
• Incident Management Plan• Emergency Response Plan• IT Systems Recovery• Pandemic Response• Business Continuity Plan
December 7, 2010 A UNR & MSLI Collaboration 9
BCM
Incident Management
Plan
Emergency Response
Plan
IT Systems Recovery
Pandemic Response
Business Continuity
Plans
Strategic Document:- Defines Chain of Command- Internal Communication- External Communication
- Ensuring Life and Safety of the Workforce
- Damage Control and Assessment
- Network Recovery- Hardware Recovery- Software Recovery- Data Recovery- Information Security Recovery
- Identification of Pandemic- Communication- Response and Escalation
Tactical Document:- Workforce Recovery- Worksite Recovery- Infrastructure Recovery
BUSINESS CONTINUITY MANAGEMENTBUSINESS CONTINUITY MANAGEMENT
Organizational Structure
• Necessary for Assessment and Incident Control• Manage Significant and Major Disruptions• Site Recovery Leader• Functional Recovery Leader• OEM/Commercial Business Recovery Leader• Incident Management Team
December 7, 2010 A UNR & MSLI Collaboration 11
Organizational Structure
Site Recovery Leader
Pri: Robert BarrettAlt: Mary Ellen Smith
Incident Management TeamChair Person: Brian W. Moore
Finance: Jaron ChatterleyFacilities: Gary Souza
BCP Coordinator: Michael BatemanAdministration: Rachael Jones
Human Resources: Guinevere MaxwellIT: Kyle Kittell (Pri); Tom Fullerton (Alt)Vendor Coordination: Jaron Chatterley
OEM Business Recovery Leader
Pri: John SolheimAlt: Mike Leonard
Com Ops Business Recovery Leader
Pri: Jeff ParisAlt: John Pompei
Recovery Project
ManagerPri: Michael Bateman
Alt: Steve Agnor
CRMT Team
LeaderPri: Andy GagnonAlt: Josh Reimer
Supply Chain Team
LeaderPri: Mary Lout Testa
Alt: Michael Fisher
OEM ASM Team
LeaderPri: Mark JorgensenAlt: Mark O’Conner
Channel Mgmt Team
LeaderPri: Dave
HollanAlt: Kelly Dewey
Com Ops ASM
LeaderPri: Mark O’ConnerAlt: Mark Jorgensen
NAOC Channel Mgmt Team
LeaderPri: Cindy
HealyAlt: Kevin Guertin
LOC Channel
Mgmt Team Leader
Pri: Carlos Henrique
FrancaAlt: Joca Teixeira
Customer Ops
Team Leader
Pri: Mesfin Felleke
Alt: Sandy Wall
CRMT Recovery
Team
Supply Chain
RecoveryTeam
OEM ASM Recovery
Team
Channel Mgmt
Recovery Team
Com. Ops ASM
Recovery Team
NAOC Channel Mgmt
Recovery Team
LOC Channel Mgmt
Recovery Team
Customer Ops
Recovery Team
OEM Rev. Rec. & Acct
Team LeaderPri: TBDAlt: TBD
OEM Rev. Rec & AcctRecovery
Team
Com Rev. Rec. & Acct
Team LeaderPri: TBDAlt: TBD
Com Rev. Rec. & AcctRecovery
Team
BUSINESS CONTINUITY MANAGEMENTBUSINESS CONTINUITY MANAGEMENT
Mobile Worksite Recovery
• Four 53-foot trailers• 75-80 hour turn-around time• 50 seats per trailer for key employees
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Mobile Worksite Recovery
• On-board Generator and Air Conditioning• Pre-wired LAN and Voice Connectivity• Satellite Access• Workspace Seats• Voice Recovery• Wireless Access
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Tactical Documentation
• Consistency with Current BCM plan• Areas of Continuity
– Workforce– Worksite– Infrastructure
• Disruption Levels– Yellow—Minor – Orange—Significant– Red—Major
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BUSINESS CONTINUITY MANAGEMENT
Threat Analysis Matrix• Business Disruption Severity Levels• Internal and External Threats• Impacts Workforce, Worksite and/or
Infrastructure
December 7, 2010 A UNR & MSLI Collaboration 16
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BUSINESS CONTINUITY MANAGEMENT
Emergency Response Guide Cards• Quick Reference Guide• Incident Examples• Who May Be Affected?• Who Can Help?• What Might Be Affected?• What Can Be Done?
December 7, 2010 A UNR & MSLI Collaboration 18
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Recommendations• Organizational Table Top Exercises• Consider Incident Assembly Area• Data Center Global Failover Exercises• Establish Ticket Prioritization Procedure• Cross Train IT and Help Desk Staff• Consider Local Alternatives to Mobile Worksite
Recovery System• Establish Alternative Communication Systems
December 7, 2010 A UNR & MSLI Collaboration 20
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Special Thanks
• MSLI• UNR College of
Business Administration
• Individuals– Tom Fullerton– Michael Bateman– Jeremy Ghisletta– Mike Colgero– Robert Troyer– James Thompson
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Questions?
December 7, 2010 A UNR & MSLI Collaboration 22