Business Continuity Management involves planning for and preparing for emergencies and crisis situations that could disrupt critical business processes. This involves identifying and prioritising the most important business processes and developing contingency plans. The aim is to test these processes and be able to activate them quickly in the event of an emergency. Furthermore, it involves identifying and assessing risks, as well as documenting them and, where possible, mitigating them. Organisations can follow the BSI Standard 200-4 or ISO 22301 to ensure a legally compliant and secure emergency strategy.
How is service management related to BCM?
The foundation of any BCM is an understanding of an organisation’s business-critical processes. This must take into account both the services provided internally and those provided externally (to customers). These services are stored in a Configuration Management Database (CMDB), which forms the foundation of effective service management.
But what happens if a CMDB does not yet exist? The starting point is not crucial – whether it be a Business Impact Analysis (BIA), the implementation of a BCM system or the development of a CMDB. The most important thing is that the relevant business services and processes are documented – ideally in a CMDB. This provides a valuable basis that can be drawn upon when implementing BCM.
However, service management goes beyond a mere database. It also encompasses the management of customer and supplier data, emergency communications with staff, and many other organisational details. With a service management system such as OpenText Service Management, all of this can be centralised, so that all relevant data can be accessed quickly and effectively when it matters most.
Automation in an emergency – OpenText Service Management in action
OpenText Service Management offers an outstanding way to optimise BCM processes through automation. In the event of an emergency – whether caused by ransomware, system failures or other crisis situations – automated notifications, for example via email or SMS, can be sent quickly and efficiently. Even complex IT infrastructures can be rapidly restored in an emergency using OpenText Service Management by provisioning entire systems.
Another key feature of OpenText Service Management is the ability to create templates for emergency communications, such as emails, which can be used immediately in an emergency without the need for extensive preparation. Automation is already included in the licence, meaning organisations do not require any additional tools or resources for this step.
The OpenText system: A comprehensive tool for BCM and service management
OpenText Service Management is divided into two main areas: the self-service portal and the agent interface. This platform enables important service content – such as incident reports, service requests and knowledge articles – to be made available to both internal staff and external customers.
Furthermore, governance policies for staff can be communicated centrally via the self-service portal. This ensures that all stakeholders can access up-to-date information at all times. In the event of an emergency, important news and updates are communicated in real time to all staff and service users via the platform – including via mobile devices.
The Agent Interface: Control in an emergency
The OpenText Service Management agent interface provides a quick overview of all relevant emergencies and contingency plans. As a BCM manager or coordinator, you have access here to all necessary information and can access specific tickets and tasks to coordinate the situation. In addition, the system can be used to create and monitor contingency plans and specific tasks for crisis management teams.
BCM Modules in OpenText Service Management
Materna offers full integration of all BCM processes into a comprehensive modular system for OpenText Service Management. The system comprises four key modules:
- Risk management – for identifying and assessing potential risks.
- Business Impact Analysis (BIA) – for analysing and prioritising business processes.
- Strategies – for defining communication strategies, responsibilities and measures in the event of an emergency.
- Emergency Manual – for detailed emergency procedures and scenarios.
Particularly noteworthy is the ability to plan emergency scenarios in detail. For example, a ransomware attack can be planned for and dealt with using precisely defined immediate measures and communication channels. The system not only enables a rapid response to emergencies but also ensures that all parties involved are informed of their specific tasks and responsibilities. The BCM modules for OpenText Service Management are not out-of-the-box functionalities and are not available on the Marketplace. The system is a Materna-specific customisation based on our experience and best practices.
Business Impact Analysis: An essential component of BCM
Business Impact Analysis (BIA) is another key component of BCM. It examines how the failure of a business process affects the organisation and how long the organisation can operate without that process. OpenText Service Management helps to identify the necessary measures and resources required to restore business processes as quickly as possible in the event of a failure.
Regular Review and Optimisation
As with any contingency planning, it is crucial that business continuity management is regularly reviewed and updated. OpenText Service Management supports organisations in this by sending automatic notifications when a Business Impact Analysis needs to be reviewed. This ensures that all data is always up to date and that no unnecessary delays occur in an emergency.
Conclusion: BCM with OpenText Service Management for greater security
Integrating business continuity management with OpenText Service Management is key to stabilising an organisation quickly and effectively in the event of a crisis. With OpenText Service Management, it is not only possible to automate and easily implement contingency plans, but also to document and monitor critical business processes and the associated services. Regular review of emergency strategies, the use of automation and the close integration of BCM and service management create a solid foundation for a future-proof and more resilient organisation.
By using OpenText Service Management with the pre-configured Materna modules for your business continuity management, you ensure that your organisation can respond quickly even in times of crisis – based on a well-documented, tested and automated emergency strategy.
Further information on our partnership with OpenText and our webcast series can be found here: OpenText – Service Management
You may also wish to read the white paper “Business Continuity Management with OpenText”.
Find out more about our services in the field of business continuity management.
