Description

This three day course leads to the ISEB examination and qualification ISEB Practitioner Certificate in IT Service Management: IT Service Continuity Management The course is designed for IT professionals working in IT Service Continuity who are, or will be involved with the planning, testing and maintaining the ITSC plan ensuring it delivers in line with Business Continuity plans. The course is a very practical learning experience with a number of exercises and scenarios built in.

The IT Service Continuity qualification¹ will be attained through passing the ISEB set in course assignment in addition to passing the ISEB set multiple choice one hour exam paper which is scheduled for the last afternoon of the course. Examination results will be forwarded directly, from the ISEB, to the student within six weeks of attending the course.

Please note: the cost of the exam is under the control of the ISEB and is not part of the standard training course cost.

Holders of the ISEB Practitioner Certificate in IT Service Management: IT Service Continuity Management will be able to demonstrate their competence in, and ability to:

• Plan for the implementation of IT Service Continuity Management.
• Initiate a project to develop an IT Service Continuity Plan.
• Undertake requirements analysis, including Business Impact Analysis and Risk Analysis.
• Define IT Service Continuity Strategy.
• Develop and implement an IT Service Continuity Plan.
• Manage IT Service Continuity Operationally as part of ‘Business as Usual’.
• Invoke an IT Service Continuity Plan, enact it during a crisis, and return to normal operations.
• Audit and review the IT Service Continuity Management process.
• Be aware of the support tools and techniques available for the implementation of IT Service Continuity Management and be able to indicate how improvements can be made.
• Prepare IT Service Continuity reports for distribution throughout the organization and monitor and report on the major metrics of the IT Service Continuity Management process.
• Understand the interdependencies between IT Service Continuity Management and other IT Service Management processes.

¹ IT Service Continuity Management qualification
Please Note: The cost of the exam is under the control of the ISEB and is not part of the standard training course cost.

Structure

The course will consist of formal lecturing, group discussions, in course assignments, and a practice examination paper. The “live” examination is in two parts.

1. A one hour written case assignment based on a case study – which is marked by an ISEB examiner.
2. A one hour “closed book”, multiple choice paper and will take place on the afternoon of the last day of the course.

Topics

I: Planning -

The planning, implementation and improvement of the IT Service Continuity Management process. On completion of the course the candidate should be able to:

• understand the planning activities involved in the planning of IT Service Continuity Management.
• understand the potential costs, benefits and problems associated with the implementation of IT Service Continuity Management.
• know the objectives and scope of IT Service Continuity Management.
• review IT Service Continuity Management processes identifying areas of weakness and instigating resolutions and proactive improvements.

II: Initiation -

The initiation of a project to develop an IT Service Continuity Plan which ensures the required IT technical and services facilities supporting key business processes can be recovered within required, agreed business timescales. On completion of the course the candidate should be able to:

• develop a suitable IT Service Continuity Management policy to gain support for ITSCM.
• understand the importance of gaining senior management sponsorship for ITSCM.
• understand how ITSCM will interface with and support Business Continuity Management.
• specify terms of reference and scope for the project and the ongoing IT Service Continuity Plan.
• understand the skills and resource requirements needed to develop an IT Service Continuity Plan and an effective environment for IT Service Continuity.
• define a suitable project organisation and control structure.

III: Requirements Analysis -

The identification of business requirements in terms of the impact of loss of service and speed of recovery required, and the assessment of risks to service in terms of likelihood and vulnerability. On completion of the course the candidate should be able to:

• recognise critical business processes, and understand how to identify which IT service components support which critical business processes.
• understand the potential damage or loss that may be caused to an organisation as a result of disruption to critical business processes.
• understand how the degree of damage or loss is likely to escalate after a service disruption.
• determine the time within which key business processes and supporting staff and facilities should be recovered based upon business priorities.
• identify risks to IT service components which can cause a disruption to service.
• assess threat (likelihood of risk materialising) and vulnerability (extent to which the organisation suffers) levels.
• assess levels of risk using a risk assessment methodology.

IV: Continuity Strategy -

The identification of a suitable IT Service Continuity strategy, to meet the requirements of the business. Such a strategy will usually be a balance between risk reductions measures and recovery/continuity options. On completion of the course the candidate should be able to:

• understand the courses of action available to reduce various risks to IT service.
• propose risk reduction measures in order to reduce the risks to IT service as far as possible understand the recovery options available to address residual risk.
• select and justify appropriate recovery options to meet business recovery requirements.

V: Implementation -

The implementation of an IT Service Continuity Plan. On completion of the course the candidate should be able to:

• define and establish an organisational management structure to support IT Service Continuity.
• develop an IT Service Continuity Plan, including emergency response, damage assessment, salvage, vital records, crisis management, pubic relations and plans.
• for each of the key support functions, which covers all aspects of invocation, recovery site operation and return to normal.
• implement risk reduction measures.
• implement recovery arrangements, including third-party contract arrangements for contingency providers.
• develop procedures to support the ITSC Plan.
• plan and undertake initial ITSC tests.

VI: Operational Management -

The maintenance and operational management of the IT Service Continuity Plan as part of ‘business as usual’. On completion of the course the candidate should be able to:

• understand the importance of education and awareness, and provide ongoing communication to ensure all staff are aware of the plan and their roles.
• develop a suitable training plan for key staff.
• undertake regular review of all deliverables of the ITSCM process to ensure currency, and to take account of changes to business strategy and IT strategy.
• develop a comprehensive programme of regular testing of the ITSCM Plan.
• maintain the ITSCM Plan in response to changes to IT Service.
• maintain the recovery strategy in response to changes in business strategy.

VII: Invocation -

Invocation of the ITSCM plan as a result of a serious disruption to IT Service. On completion of the course the candidate should be able to:

• understand the process of invocation, using a crisis management team and rapid communication throughout the organisation.
• organise the mobilisation and resourcing of recovery teams.
• understand the stresses on individuals during invocation and the need for careful staff welfare and reward.
• review and adapt the ‘return to normal operation’ plan as required by circumstances.
• understand the importance of maintaining the usual business and technology controls and mechanisms (including information security and data protection) during invocation, recovery and return to normal.

VIII: Tools and Techniques -

The awareness, knowledge and use of IT Service Continuity Management support tools and techniques and the instigation of process improvements. On completion of the course the candidate should be able to:

• set up and assess criteria for choosing appropriate support tools.
• select the appropriate support tools and techniques.
• justify, procure and implement such tools.

IX: Monitor and Report on IT Service Continuity Management -

Monitor and report on the metrics of IT Service Continuity Management, and review the effectiveness of the process. Ensure the process is responsive to changing requirements. On completion of the course the candidate should be able to:

• review the IT Service Continuity Management process, identifying areas of weakness, instigating resolutions and recommending proactive improvements.
• understand, identify and report on the metrics and Key Performance indicators (KPIs) of the IT Service Continuity Management process.
• understand the significance and implications of the various metrics.
• understand the need for and methods of auditing process compliance.
• recognise where amendments may be necessary to the ITSCM Plan and procedures.
• understand the process for introducing new services and incorporating into the ITSCM Plan.

X: Interfaces and Dependencies -

The appreciation and understanding of the interfaces and dependencies IT Service Continuity Management has with the other Service Management processes. On completion of the course the candidate should be able to:

• identify and understand the interfaces that IT Service Continuity Management has with other IT and Service Management processes.
• identify and understand the interfaces that IT Service Continuity Management has with functions and processes outside IT.
• define and document the dependencies of other Service Management processes on IT Service Continuity Management processes and information.
• define and document the dependencies of IT Service Continuity Management on other Service Management processes and information.
• implement procedures that facilitate the interfacing and dependence of IT Service Continuity Management with all other IT and Service Management processes.

Pre-Requisites

• Demonstrate at least one year’s experience working in an IT Service Continuity related environment.
• Hold the Foundation Certificate in IT Service Management.

Recommended Follow-Up Training

Students wishing to gain the Manager’s certificate in IT Service Continuity Management should attend the

• ITIM-SS Service Support (5 days)
• ITIM-SD Service Delivery (5 days)
• ITIM-ME Mock Examination (1 day)
• ITIM-REV Review Day (1 day)

The following dates are available for this course:

Dates for this course are available on request. Please Contact us for details.