IT Service Continuity Research Articles

Strategic dilemmas when managing cyber attacks

Cyber attacks have a significant business impact, with the potential to escalate into crises if poorly managed. A recurring pattern is strategic dilemmas that cannot be resolved satisfactorily. Some dilemmas are more pronounced, others less so, and therefore often catch decision-makers unprepared, leaving only bad options for decision-making. Something that all dilemmas have in common is that the associated decisions can have a lasting impact on relationships with stakeholders. This paper introduces four recurring dilemmas; shows the typical considerations; lists options for mitigating these dilemmas; and describes the basic requirements for implementing mitigations. The dilemmas and options, in turn, are rooted in the organisation-specific design of: cyber security incident management and response; IT service continuity and disaster recovery management; business continuity management; and crisis management and communication.

ОБГРУНТУВАННЯ ПОКАЗНИКІВ ВІДМОВОСТІЙКОСТІ АВТОМАТИЗОВАНОЇ СИСТЕМИ УПРАВЛІННЯ ЦЕНТРУ ОПЕРАТИВНОГО КЕРІВНИЦТВА ЗБРОЙНИХ СИЛ УКРАЇНИ

Modern approaches to substantiating the failure-tolerance indicators of the automated control system of the operational command center of the Armed Forces of Ukraine are based on the fact that any process of accumulating, collecting and storing information is invariably cyclic in nature. This essence determines the need to justify the indicators that allow data to be backed up in the automated management system. Such indicators of fault tolerance of the automated control system of the operational management center include: target recovery point - RPO; target recovery time - RTO; continuity of IT-services. The given indicators determine the effectiveness of the information support of the automated management system, which consists in providing management with timely and reliable information. This is especially relevant in the conditions of full-scale armed aggression of the Russian Federation against Ukraine and requires improvement of approaches to ensure the resilience of the automated control system of the operational command center of the Armed Forces of Ukraine. The model of IT-service continuity threats developed in the article makes it possible to compare classes of threats with their frequency of occurrence and typical means of protection. Based on them, it is possible to compare the corresponding indicators of scheduled recovery, in particular backup and archiving of data on a remote server (Crossite backup). In addition, the work considers approaches based on the application of financial indicators of the effectiveness of automation processes (Total cost of ownership), which allow to estimate the total costs of information technologies (equipment, tools, processes of supporting information systems.

Impact of ITSM Military Service Quality and Value on Service Trust

As the IT service environment grows, it is critical in terms of IT service quality to minimize the occurrence of failures due to changes in applications and to diagnose and recover in a short period of time how failure will affect the business. Thus, the Defense Acquisition Program Administration (DAPA) has been building and operating ITSMs to implement IT service management in a leading manner. Information Technology Service Management (ITSM) is divided into events, obstacles, changes, versions and setup management to ensure flexibility and stability in service delivery. It is also operated separately from service level, availability, capacity, financial and IT service continuity management to ensure service quality and cost efficiency. Based on ITSM military service history, this study looks at the impact of quality of service on value, satisfaction, and trust. The results of the analysis are highly valuable for future ITSM implementation and operation.

A basic element of it business continuity plan: systematic review

Implementation of IT in the enterprise raises the possibility of various risks arising from threats and disturbances. Companies need to have business continuity planning (BCP), so that the company's business processes can be sustain in normal or critical situations. BCP is a methodology used to create and validate plan to sustain business operations continuously before, during, and after disasters or disturbing events. BCP is an important part of Business Continuity Management (BCM) and is a step that can be taken to reduce the negative impact of business interruptions caused by internal and external. The current condition of the Business Continuity Plan is the lack of understanding of the key elements of the business continuity plan design that leads companies to realize what business continuity plan are or do not know what is needed to make BCP and BCP owned by the company still lack in completeness of the business continuity strategy. Based on the present condition, this research aims to explore the elements of BCP based on business continuity standard that is COBIT 5 Domain: Manage Continuity, ISO 22301: 2012 Business Continuity Management System, ITIL IT Service Continuity Management and related business continuity plan research. The results of the research are BCP has 8 main elements, determining the need of business continuity management, business continuity review, risk analysis, business impact analysis, business continuity strategy, disaster recovery plan, employee training, BCP testing, where the eight elements can be categorized into two are managerial and technical.

Proposal of a Model for IT Service Continuity Management

Proposal of a Model for IT Service Continuity Management

Ensuring IT service continuity in the face of increasing threats

How is IT service continuity related to business continuity management? Is it just a glorified disaster recovery procedure? Will IT service continuity help increase the assurance of IT services from the business owner to the customer? This paper is an attempt at answering these and many such questions. It is presented as a case study of IT service continuity management implementation at Emirates Group IT, Dubai. It takes the reader through the need for the process as felt by the business, through the learning acquired during implementation, to the practices deployed for managing the process on an ongoing basis. It provides a detailed view of the kind of pitfalls that could be encountered during implementation of the IT service continuity management process in a large-scale enterprise.

An Approach for the IT Service Continuity Management of Nagoya University Information Environment(<Special Issue>Project Quality and Customer Satisfaction)

An Approach for the IT Service Continuity Management of Nagoya University Information Environment(<Special Issue>Project Quality and Customer Satisfaction)

Role of Information Technology Infrastructure Library in Data Warehouses

Problem statement: The Information Technology Infrastructure Library (ITIL) is most widely used de-facto- standard, consists of set of concepts and practices for Information Technology Service Management (ITSM), IT development and IT operations. Approach: Where as a Data Warehouse (DW) is a relational database used for the purpose of query and analysis to generate complex reports for enterprises. Results: This study introduces ITIL and DW, along with DW concepts and challenges and will review how to map ITIL with DW. Conclusion: This study identified that ITIL will play vital role when and where used in Data warehouses, specifically in the form of availablilty management; IT service continuity management; capacity management; financial management; and service level management.

An alternative methodology for business impact analysis in a service-oriented industry

Traditional business impact analysis outlines a methodology where analysts work from the top down (from business to IT), documenting the impact to the business when critical processes fail during an unplanned disruption. Information technology is increasingly becoming an enabler of business rather than a support function and this is most apparent in serviceoriented industries. This paper outlines a new bottom-up approach to business impact analysis (from IT to business) in a service-oriented industry, by identifying the business processes that are enabled by IT — the common thread between IT and business. The paper also explains in detail how the processes outlined in this paper can help the enterprise to meet the service continuity requirements suggested by ITIL and other IT service continuity standards. The author would welcome feedback from fellow business continuity management professionals regarding this new approach to business impact analysis.

A fuzzy decision support system for IT Service Continuity threat assessment

Using fuzzy relational modeling for preference visualization, the FURIA fuzzy decision support system aims to facilitate preference alignment and group agreement. Findings are presented from a field study on IT Service Continuity threat assessments by IT and business managers that motivate the design and development of the FURIA prototype. The results of a pilot evaluation indicate that groups using FURIA are more satisfied with their decision process, consider the process to be better coordinated and show more agreement with the group decision as compared to groups not using FURIA. Therefore, the results indicate that the prototype performs to expectations.

IT Service Continuity Assessment

IT service continuity is an area of IT-related risk that is assuming higher profile with the current concerns with corporate governance and IT governance. We present a model for IT service continuity that is compatible with IT governance thinking. The IT service continuity model uses performance measures in assessing the context, planning and outcomes of continuity management. The results of a survey of continuity preparedness in Australian government bodies are then described and used to test the model. Improvements to research instruments are suggested.