Boost BCM Program Maturity: Arm Your Team with the Right Tools. Jason Zimmerman Vice President Operations

Transcription

1 Boost BCM Program Maturity: Arm Your Team with the Right Tools Jason Zimmerman Vice President Operations

2 Gartner Rates Incident Management Systems Benefit High In their 2014 Hype Cycle Report, Gartner rated Crisis/Incident Management Software as providing High benefit for: Tracking/Mgmt of workforce actions in response to an incident Managing crisis communications Recovery plan repository Plan training exercises Workforce scheduling Regulatory reporting

3 Incident Management Systems Poised for the Mainstream Current Incident Management system penetration is about 35% - Gartner positions the category as entering their Slope of Enlightenment

4 Business Continuity Readiness Overview Business Continuity Management (BCM) as a discipline continues to develop, but progress is slow: 75% of companies worldwide are failing in terms of Disaster Readiness Source: CI/KPMG Benchmark Study Source: Disaster Recovery Preparedness Benchmark Survey, 2014

5 ISO 22301: Recognizing the Need for BCM Process Standardization Published Spring, 2012 Recommends a lifecycle approach to incident management, covering: Leadership/BCM team creation Planning Support Response Operations Evaluation Improvement

6 Marketplace Confusion Has Impacted Incident Management Adoption Curve Incident Management Mass Notification Tool Business Continuity Planning Tool Public Sector Only Enterprise Level Only

7 Incident Management Is Not Emergency Notification Large notification vendors driving confusion by marketing notification solutions as incident management Incident Management Consistent, Error-Free Messaging for All Types of Incidents* Source: Notification Leader Website

8 Incident Management is Not Business Continuity Planning Software: Planning vs. Response Management BCMP Tools C/IM Tools Risk Assessment Impact Analysis Business Process Mapping IT Dependency Mapping Plan Development Program Mgmt Metrics Crisis Communications Collaboration Tools Recovery Plan Repository Plan Training/Exercising Task Management Expense Management Workforce Scheduling GIS Mapping Data Visualization Regulatory Reporting

9 Incident Management Not Just for Public Sector Aviation/Logistics Severe weather, equipment failure, scheduling, accidents, physical security, operational log Utilities Severe weather, system outages scheduling/field crew notifications, IT failure operational log Retail Supply chain, staffing, employee safety, weather, product recall, facilities issues Financial Services Data breach, IT system failure, physical threat, weather Manufacturing Healthcare Severe weather, IT system failure, facilities damage, supply chain, product safety Severe weather, epidemic, bed availability, patient evacuation, staffing, air medical transport

10 Industry is More Important than Size Smaller organizations benefit from incident management software too: Lack resources for BCM program oversight Have less infrastructure for remote collaboration Often rely on third party providers as extension of team Incident management software fills key need and can be affordable even for smaller groups

11 Incident Management System: Process Standardization Across the Event Lifecycle Planning Evaluation/ Optimize Team ID Response Mgmt Training/ Testing Event Risk Assessment

12 Incident Management Systems Proven to Speed BCM Adoption According to the MissionMode Readiness Survey, organizations using Incident Management Systems have 71% higher readiness: Source: MissionMode Readiness Survey Results, 6/2015

13 Case Study: Ensuring Patient Safety With Incident Management Challenge: Ensuring quality and continuity of patient care across multi-site hospital network regardless of disruption. Keys to Success: Resilient, easy-to-use incident management system Ability to quickly communicate with geographically distributed staff Need for quick, accurate feedback on schedule changes Minimal dependence on Trust Network or IT Infrastructure Remote collaboration tools from multiple device types Electronic log of communications and actions taken Compatible with current BCM processes

14 Is Incident Management Right for your organization? Most organizations with established or nascent business continuity programs can benefit. Some questions to probe: Where are you in your company s BCM evolution? Types and frequency of incidents faced? Does your industry face regulatory oversight? Would you benefit from incident management tools for routine operations?

15 Types/Frequency of Incidents The top ten incident types include: Severe Weather IT Outages/ Breach Power Outages Fire Epidemic Product Quality Natural Disasters Scandal/ Reputation Physical Violence Theft More events covered means more plans to create/train/test Incident management systems increase in utility as programs try to tackle more event types

16 Regulated Industries Realize Unique Benefits from Incident Management Systems Activity and communications logs simplify required data collection and storage Aviation/Transportation Healthcare Public Safety Oil and Gas Utilities Financial Services Construction Manufacturing

17 Explore ways to leverage the solution for routine operations Are you required to maintain operational logs? Do you have use for routine notifications? Do your SLAs require incident reporting and sharing?

18 How to Choose the Right Incident Management System Like any major procurement exercise, choosing the right incident management system requires research and planning. Simply put, you need to: Understand your needs Understand your users Understand your options

19 Step One: Google it If you re totally new to incident management software, do some high level research first to understand the category. Gartner highlights the vendors below in their Hype Cycle Report: Crisis Commander USA Enablon (EHS) Enviance (EHS) ERMS Global AlertLink IHS Intelex (EHS) Intergraph (PS) Intermedix (PS) IntraPoint Ixtrom Group MissionMode NC4 Previstar (PS) ReadyPoint Systems (HC) Reality Mobile (PS/OG) RMSS SAI Global Send Word Now SIS EmerGeo Solutions (PS)

20 Understand Your Needs Industry specific vs. general purpose application Geographic scope required - Local, regional, national, international?

21 Understand Your Needs Identify primary usage scenarios (emergency + routine) Involve all impacted business units/departments

22 Understand Your Needs Prioritize feature/functionality requirements - Resource Library - Integrated emergency notification system - Real-time chat / conference call - Team and individual task checklists - Status Reminders - Real-time incident dashboard - Customizable Templates - Time/date stamped operational log - Advanced mobile apps - Ability to post from incident scene - Electronic forms creation and management - API integration toolkit - Unlimited teams, devices, templates

23 Understand Your Users Who will be using? Today? Tomorrow? Skill level of users / Training required vs.

24 The tool should fit your processes not vice-versa Customizable templates Integrates with your systems BUT: Use the launch of your incident management tool as an opportunity to drive standardization throughout your organization.

25 Understand Your Options Decision #1: Decision #2: Decision #3: Decision #4: General vs. Application Specific Feature / Functionality Match Demo, Demo, Demo Customer Support Model

26 Narrowing the Field Don t limit yourself to biggest players Don t overbuy focus on the features you need Look for partners for whom this is a primary focus Look for vendors who regularly upgrade their solution Get the most out of your demos - Be armed with a list of questions - Slow it down if needed - Ask if you can speak with live users

27 Beyond the Tool You need a partner dedicated to helping you get it right: Willingness to do demos with all stakeholder groups What is their deployment planning process? How do they help with system set up? What sort of training do they provide? Can they support your systems integration? What do they charge for deployment support? What happens post launch? Are their customers satisfied?

28 Vendor Trust Company / product stability Support Model Secure / Resilient Infrastructure Web-hosted SaaS available when your infrastructure isn t No extra hardware needed Guaranteed SLA Redundant web, application and database servers Geographically dispersed disaster recovery sites User authentication via encrypted passwords

29 Incident Management Business Case Calculating ROI Efficiency Drivers: Process Automation Faster communications Reduced meetings/ conference calls Built-in logs/reporting Effectiveness Drivers: Improved process adherence Greater information visibility Faster event recovery

30 Keys to successful Deployment Partner Support Executive Sponsorship Cross Team Involvement Smart System Set-up Training/Testing Frequency of use

31 Questions?

32 Thank You!