[Essential Function] Business Continuity Management Process [Service Centre Code] - [Building Code]

Transcription

1 Use the current version your document controller for access details, or if you need to be notified of changes. Printed copies are unmaintained unless otherwise indicated x [Essential Function] Business Continuity Management Process [Service Centre Code] - [Building Code] 1. Introduction This document is to be used in conjunction with document 8118 (UK & Ireland Sales and Service BCM Process). Document 8118 is generic document, with the associated templates. Each specific Essential Function will require its relevant completed template, and listed in section 9 of document Intended Users This document is intended for: [Input information in here to which Essential Function this document applies to] 3. Appendicies This document is composed of the following appendicies: Appendix A Emergency & Alternative Locations Information x Appendix B Company Business Continuity Management Information x Appendix C [Essential Function] Information x Appendix D Building Information x Appendix E Systems Information x Appendix F Customer Information - Optional x Originated by [Department name]. Issued by [Issuing department & location] Date of issue: Summary of last changes: Approved by: [Approver s name] [Approver s title]

2 Appendix A Emergency & Alternative Locations Information IMPORTANT This is to be implemented in conjunction with Appendicies C, E & F A.1 Emergency Route: How is this activated? This is activated by either: 1. [Are There pre-determined buttons on phones? Are these call divert to another location or to voice messaging system? Is the phone mains powered?]. OR - 2. Call the Service Centre on XXX. You will be required to give the following details: [If there is load share, then this needs to be removed first] Company Name:.. Your name (The SC have a list of the BCP Managers) The appropriate password: There are two plans 1. Blanket plan PASSWORD. This will divert all numbers listed. You don t have to list the numbers to the SC. 2. Individual plan PASSWORD. You will have to let SC know which numbers you are diverting. Then contact the supporting Essential Function, and inform them that you have invoked the Business Continuity Management plan. Location Name number(s) Time scales (in hours) Type of Cover provided 0 to 24 hrs! Detail of what support is being offered e.g. answering calls, logging calls onto SRMS/BQS Additional Information: To re-invoke the plan, follow same instructions on how to activate the plan. Are there other plans in the same building? Plan number & Plan Managers. Note that this office supports, please refer to: 8118yz. Emergency Call Plan.. Call Divert to [Company Confidential Page 3 of 13

3 - Blanket Plan will invoke all numbers - Individual plan: Inform the SC of the numbers to divert. Freecall No. Description EXISTING RATIO PLAN TAD EMERGENCY DIVERT TO:- % LOAD A.2 Alternative 1 How is this activated? Input in here how is this Emergency Route activated e.g. Call Divert (what number etc...), Systems, and Databases. Then contact the supporting Essential Function, and inform them that you have invoked the BCM plan. Location Name number(s) Time scales (in hours) Type of Cover provided 24 to 48 hrs! Detail of what support is being offered e.g. answering calls, logging calls onto Additional Information: [Company Confidential Page 4 of 13

4 Appendix B BCM Information B.1 Criteria for invoking Business Continuity Management: Inability to support Customers to the agreed service levels due to infrastructure failure. B.2 Business Continuity Management Controller Name Phone Mobile Home B.3 Business Continuity Plan Manager Name Phone Mobile Home Q Manager (If applicable) B.4 BCM Server: The Company Business Continuity Management documentation is located Location Contents Passwords B.4 System Admin Type Name Phone System Admin 1st Alternate 2nd Alternate Mobile Pager [Company Confidential Page 5 of 13

5 B.5 Company Crisis Management Team Manager Call-out List: BCM Policy The Company gives the highest priority to ensuring that essential business functions can continue under any untoward or adverse circumstances. Policy implementation is the responsibility of BCM controllers, for designated areas of accountability, within the following three levels of BCM control : Level 1 - Strategic Control: Responsible for the BCM policy, guidance to other levels, BCM audits and operating the Crisis Management Plan. Level 2 - BCM programme control: Embeds continuity within designated essential functions that are linked across related sites, e.g. a BCM programme for several call centres, having the capacity to switch critical calls between each other, with individual sites not being single points of failure. Level 3 - Site and asset control: Manages risks and essential assets operated sites. Site plans focus on safety and damage limitation but also refer to level 2 plans for essential functions. BCM plan activation procedures and relationship between levels in a crisis or disaster Level 1 The level 1 Crisis Management Plan must be activated in the extreme circumstances of a crisis or disaster that threatens or disrupts strategic business objectives of the Company. In such an event, contact one of the level 1 Activation Centres given in priority order below: Level 1 Crisis Management Plan Activation Centre 1 NB: The level 1 plan will control level 2 and level 3 plans as required Level 1 Crisis Management Plan Activation Centre 2 Level 2 A level 2 plan must be activated in the event of a crisis or disaster that threatens or disrupts the strategic business objectives covered by the scope of the plan. NB: Where more than one plan at this level has been activated, control will be exercised by the plan whose scope is most critically impacted by the crisis or disaster. Where this is not clear to the BCM controllers involved, they must liaise with each other to decide who will activate the level 1 Crisis Management Plan to control and /or assist plans at this level, as required. [Company Confidential Page 6 of 13

6 Appendix C [Essential Function] Information C.1 [Essential Function] s: Level Name Phone Mobile Pager Home Plan Manager 1st Alternate 2nd Alternate 3rd Alternate C.2 Minimum Requirements & Prioritisation: Requirements: Manpower PC's Applications - List: Phones Platforms Servers Customer Management Platforms Prioritisation of processes Priority 1 Priority 2 Priority 3 C.3 First Aiders: Name Phone Mobile Pager Note that there maybe other First aiders in the building. [Company Confidential Page 7 of 13

7 Appendix D Building [Building Code] Information D.1 Power: Mains Electricity Power & Plant UPS Generator Main & Phone number 1st Alternate 2nd Alternate 3rd Alternate D.2 Schematic: Drawings of building: Electric, Gas, Water, Fibre etc... feed D.3 Facilities & Property: Level Name Phone Manager 1st Alternate 2nd Alternate 3rd Alternate Mobile Pager Home D.4 Health & Safety: H&S HelpLine: XXXX Level Name Phone Manager 1st Alternate 2nd Alternate Mobile Pager Home [Company Confidential Page 8 of 13

8 D.5 Local Useful s (yellow pages): Company Address Phone number Plumber Glaziers Electrical Builders Drainage Doctor Hospital Hotel Air Conditioning Police [Company Confidential Page 9 of 13

9 Appendix E Systems Information E.1 Voice: 1. List of Phone numbers & associated accounts 2. Phone reservation lists (if any) 3. ACD List groups & associated SRU 4. TADS 5. Centrex translation tables 6. CCMIS / RTD details: Access, password etc.. 7. SRU details: Bearers, 8. lists: Type Name Phone Datafill Internal Telecoms Switch(s) [List of] Mobile Pager E.2 Data: 1. List of Systems / Applications passwords 2. Back-up details and location [Company Confidential Page 10 of 13

10 3. lists: Type Name Phone System Admin 1 st Alternate 2 nd Alternate Desk Top 1 st Alternate 2 nd Alternate Corporate System Mobile Pager IBM CPE E.3 Servers: Server Location Contents Password(s) (probably not) Admin Alternate Admin [Company Confidential Page 11 of 13

11 E.4 Customer Platform: Platform Location Contents Password(s) (probably not) Admin Alternate Admin E.5 Mobile Phones: List of available mobile phones, location and with whom... [Company Confidential Page 12 of 13

12 F.1 CUSTOMER NAME: Customer Appendix F Customer List Information - Optional Address Main contact & number Alternate Account Account Manager Service delivery Manager Name Office Mobile Service Level Agreements List of SLAs and where they are located Key Information Key Additional Information: F.2 CUSTOMER NAME: Customer Address Main contact & number Alternate [Company Confidential Page 13 of 13

13 Account Account Manager Service delivery Manager Name Office Mobile Service Level Agreements List of SLAs and where they are located Key Information Key Additional Information: End of document [Company Confidential Page 14 of 13