Printed copies are unmaintained unless otherwise indicated.
[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 8118.
2. 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 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 Contact Name Contact 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.
- 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 Contact Name Contact 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 …
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 Number Mobile Number Home Number
B.3
Business Continuity Plan Manager
Name Phone Number Mobile Number Home Number
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
Number Mobile Number Pager Number System Contact Admin 1st Alternate 2nd Alternate
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 Level 1 Crisis Management Plan
Activation Centre 2
NB: The level 1 plan will control level 2 and level 3 plans as required 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.
Appendix C
[Essential Function] Information
C.1
[Essential Function] Contacts:
Level Name Phone
Number Mobile Number Pager Number Home Number Plan Manager 1st Alternate 2nd Alternate 3rd Alternate
C.2
Minimum Requirements & Prioritisation:
Prioritisation of processes
Priority 1 Priority 2 Priority 3 …
Requirements: Manpower PC's Applications - List: Phones Platforms Servers Customer Management Platforms
C.3 First
Aiders:
Name Phone Number Mobile Number Pager Number
Appendix D
Building [Building Code] Information
D.1
Power:Main Contact
& Phone number
1st Alternate 2nd Alternate 3rd Alternate
Mains Electricity
Power & Plant
UPS
Generator
D.2 Schematic:
Drawings of building: Electric, Gas, Water, Fibre etc... feed
D.3
Facilities & Property:
Level Name Phone
Number Mobile Number Pager Number Home Number Manager 1st Alternate 2nd Alternate 3rd Alternate
D.4
Health & Safety:
H&S HelpLine: XXXX
Level Name Phone
Number Mobile Number Pager Number Home Number Manager 1st Alternate 2nd Alternate
D.5
Local Useful Contacts (yellow pages):
Company Address Phone number
Plumber Glaziers Electrical Builders Drainage Doctor Hospital Hotel Air Conditioning Police
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. Contact lists:
Type Name Phone
Number Mobile Number Pager Number Datafill Internal Telecoms Switch(s) [List of]
E.2
Data:1. List of Systems / Applications passwords 2. Back-up details and location
3. Contact lists:
Type Name Phone
Number Mobile Number Pager Number System Contact Admin 1st Alternate 2nd Alternate
Desk Top Contact
1st Alternate 2nd Alternate Corporate System IBM CPE
E.3 Servers:
Server Location Contents Password(s)
(probably not) Admin Contact Alternate Admin Contact 1. 2. 3. 4.
E.4 Customer
Platform:
Platform Location Contents Password(s) (probably not) Admin Contact Alternate Admin Contact 1. 2. 3. 4.
E.5 Mobile
Phones:
Appendix F
Customer List Information - Optional
F.1
CUSTOMER NAME:
Customer Contact
Address Main contact & number
Alternate Contact
Account Contact
Name Office Number Mobile Number Account Manager
Service delivery Manager
Service Level Agreements
List of SLAs and where they are located
Key Information
Key Additional Information:
F.2
CUSTOMER NAME:
Customer Contact
Address Main contact & number
Account Contact
Name Office Number Mobile Number Account Manager
Service delivery Manager
Service Level Agreements
List of SLAs and where they are located
Key Information
Key Additional Information: