Service impact analysis using business continuity planning processes

Abstract

PurposeThis paper aims at improving the service‐oriented IT management by adopting relevant business continuity planning processes for service impact analysis in handling resource event. The paper also proposes a framework for implementation.Design/methodology/approachA framework was developed from the study of literatures in IT service management and business continuity management. It was implemented to a real IT operations environment to evaluate its effects and benefits.FindingsMany organisations in the IT service industry drive the service‐oriented IT management rapidly in the region. For fault management and service continuity management, one relies heavily on the experience of experts in handling the event for realising the relationships between service and resource. Knowledge retention and information base for service management are the new challenges in the area of service management.Research limitations/implicationsFurther optimisation and ongoing maintenance works are required to refine the correlation processes.Practical implicationsThe framework was implemented using existing IT service management portal and network system monitoring tools with minimal modification effort.Originality/valueThis paper highlighted the value of adopting business continuity planning processes in service management. It also presented a way to implement a service management information base in practice.