The Continuity Advisor



[Company Name]

INCIDENT MANAGEMENT PLAN

|Owner | |

|Version | |

|Date last reviewed | |

|File location | |

INCIDENT MANAGEMENT TEAM (SILVER)

|Ref |Name |Department |Contact Numbers |

| | | |(O) Office Desk Phone |

| | | |(M1) Work Mobile |

| | | |(M2) Personal Mobile |

| | | |(H) Home |

| |[insert primary department contact] | |(O) |

| | | |(M1) |

| | | |(M2) |

| | | |(H) |

| |[insert alternate department contact] | |(O) |

| | | |(M1) |

| | | |(M2) |

| | | |(H) |

| | | |(O) |

| | | |(M1) |

| | | |(M2) |

| | | |(H) |

| | | |(O) |

| | | |(M1) |

| | | |(M2) |

| | | |(H) |

| | | |(O) |

| | | |(M1) |

| | | |(M2) |

| | | |(H) |

| | | |(O) |

| | | |(M1) |

| | | |(M2) |

| | | |(H) |

| | | |(O) |

| | | |(M1) |

| | | |(M2) |

| | | |(H) |

| | | |(O) |

| | | |(M1) |

| | | |(M2) |

| | | |(H) |

| | | |(O) |

| | | |(M1) |

| | | |(M2) |

| | | |(H) |

| | | |(O) |

| | | |(M1) |

| | | |(M2) |

| | | |(H) |

CORPORATE CONTINUITY LEADERSHIP TEAM - CCLT (GOLD)

|Ref |Name |Department |Contact Numbers |

| | | |(O) Office Desk Phone |

| | | |(M1) Work Mobile |

| | | |(M2) Personal Mobile |

| | | |(H) Home |

| |CCLT Leader - Primary | |(O) |

| | | |(M1) |

| | | |(M2) |

| | | |(H) |

| |CCLT Leader - Alternate | |(O) |

| | | |(M1) |

| | | |(M2) |

| | | |(H) |

| | | |(O) |

| | | |(M1) |

| | | |(M2) |

| | | |(H) |

| | | |(O) |

| | | |(M1) |

| | | |(M2) |

| | | |(H) |

| | | |(O) |

| | | |(M1) |

| | | |(M2) |

| | | |(H) |

| | | |(O) |

| | | |(M1) |

| | | |(M2) |

| | | |(H) |

| | | |(O) |

| | | |(M1) |

| | | |(M2) |

| | | |(H) |

| | | |(O) |

| | | |(M1) |

| | | |(M2) |

| | | |(H) |

| | | |(O) |

| | | |(M1) |

| | | |(M2) |

| | | |(H) |

| | | |(O) |

| | | |(M1) |

| | | |(M2) |

| | | |(H) |

USEFUL INTERNAL CONTACTS

|Ref |Name |Purpose |Contact Numbers |

| | | |(O) Office Desk Phone |

| | | |(M) Mobile |

| | | |(O) |

| | | |(M) |

| | | |(O) |

| | | |(M) |

| | | |(O) |

| | | |(M) |

| | | |(O) |

| | | |(M) |

| | | |(O) |

| | | |(M) |

| | | |(O) |

| | | |(M) |

| | | |(O) |

| | | |(M) |

| | | |(O) |

| | | |(M) |

| | | |(O) |

| | | |(M) |

| | | |(O) |

| | | |(M) |

USEFUL EXTERNAL CONTACTS

|Ref |Name |Company |Contact Numbers |

| | | |(O) Office Desk Phone |

| | | |(M) Mobile |

| | | |(O) |

| | | |(M) |

| | | |(O) |

| | | |(M) |

| | | |(O) |

| | | |(M) |

| | | |(O) |

| | | |(M) |

| | | |(O) |

| | | |(M) |

| | | |(O) |

| | | |(M) |

| | | |(O) |

| | | |(M) |

| | | |(O) |

| | | |(M) |

| | | |(O) |

| | | |(M) |

| | | |(O) |

| | | |(M) |

INCIDENT FLOW CHART

TRIGGERS

As soon as a trigger below has been reached, the business area notified of disruption will inform the Business Continuity Manager / Alternate. This will be done by phone and by circulating an email to incident.management@companyname.

|Business Area |Trigger |

|IT |Key applications unavailable (name the applications). |

| |Network goes down. |

| |Loss of data centre. |

|Facilities |Denial of access to any work premises. |

| |Damage to part of building (meaning staff are unable to work there). |

| |Physical security threat or breach. |

|Information Security |Systems breach. |

|Data Protection |Data loss. |

| |Breach of Data Protection Act. |

|Civil Emergency |Riots in area. |

| |Bomb threat in area. |

| |Severe weather causing transport disruption, affecting staff ability to get to work. |

Corporate Continuity Leadership Team (CCLT) will be informed of a major disruption by the Business Continuity Manager / Alternate as agreed below:

|Ref |Trigger |

|1. | |

|2. | |

|3. | |

INCIDENT MGMT TEAM MEETING VENUES

|Location |Facilities |

|Within the building |E.g. number of chairs in room, video conferencing |

|[Room number] | |

|[Address] | |

| | |

|External close by |You may wish to insert a map & directions |

|[Room number] | |

|[Address] | |

|External further away |You may wish to insert a map & directions |

|[Room number] | |

|[Address] | |

If an incident occurs out of office hours and team members are off-site, the incident management team meeting will be held by teleconference.

|Conference Telephone Number |[insert] |

|Moderator Passcode |[insert] |

|Participant Passcode |[insert] |

INCIDENT MANAGEMENT TEAM MEETING AGENDA

Issues, actions and communications will be recorded on the incident information management log.

|Ref. |Agenda Item |Resp. |

| |Details of disruption (start date/time, cause & likely duration if known). |Business area notified |

| |Impact on key products and services, including significant issues. |All |

| | | |

| |Has CCLT trigger been reached? If Yes, Business Continuity Manager to inform the CCLT Leader by | |

| |phone immediately after the meeting. | |

| |Actions to mitigate significant issues. |All |

| |Communication requirements (internal & external). |All |

| |Date, time & location of next meeting. |Business Continuity |

| | |Manager |

COMMUNICATIONS

Incident updates to CCLT Leader

[insert process. E.g. the Business Continuity Manager will email an incident update to the CCLT Leader after every incident management team meeting.]

Contacting all staff in an incident

Use of the intranet

[insert process for using a dedicated IT Alerts page on the intranet – if you do not have one, this is a very powerful tool for communicating incident information including workarounds to staff.]

Use of internal TV screens

[insert procedures for agreeing to use internal TV screens for communications for communicating details of operational disruption and workarounds available.]

Rapid Communications Software

[insert procedures. If you do not have software to do this, there are many good packages on the market. This software allows you to type a message and send it to all staff by SMS, automated voice message, email and/or put communications on your emergency phone number.]

Emergency Phone Number

[insert procedures for putting communications on your company emergency phone number. If you do not have a dedicated 0800 number staff can call in an emergency, consider liaising with a phone provider to discuss options and costs.]

Invoke department call cascades

[insert procedures for authorising the release of communications via your department call cascades.]

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Put Business Continuity Manager on standby if possibility incident could escalate & reach trigger, otherwise manage BAU

Notify Business Continuity Manager

Liaise Incident Mgmt Team (Silver)

IT

Data Protection

Information Security

Facilities

Manage incident to resolution

Notify CCLT Leader who will assemble the Gold team & work with the Incident Management Team

Put CCLT Leader on standby

Corporate Continuity Leadership Team (CCLT) Trigger Reached

NO

YES

Trigger Reached

YES

NO

Incident Occurs

Business area notified

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