impossible for ideas to compete in the marketplace if no forum for
their presentation is provided or available." � �Thomas Mann, 1896
Justification, Implementation & Testing
by Paul H. Rosenthal - L. Jane
Park - Jan I. Weissman
Contributed by California State University, Los Angeles
Information systems, both manual and automated, are essential to the
survival of modern organizations, yet many firms do not have realistic,
documented, and tested Business Continuity Management (BCM) Plans. �Prudent
Person� officer responsibility therefore demands that all executives assure
that their organization can survive a natural or man-made disaster that
destroys or disables their manual or automated information systems. This
paper presents and illustrates the justification approach needed to sell,
and the methodologies used to document, implement, and test a BCM. It points
out that the traditional probability based �Insurance� approach often leads
to the incorrect result that the cost of a workable BCM exceeds the total
costs incurred when a low probability disaster occurs.
Modern organizations have a large variety of operational and managerial
functions whose continuous operations are critical to the organizations
continuing viability. Business Continuity Management (BCM) involves
arranging for emergency operations of these critical business functions and
for resource recovery planning of these functions following a natural or
man-made disaster. Business Continuity Management Plans are needed for all
such organizational units, including data centers, information systems (IS)
supported functions, and those organizational functions which are performed
The widespread lack of a BCM Plan for many office buildings, data centers,
and for most non-IS related operational and managerial functions is based on
two mistaken beliefs:
chance that a disaster will occur is so remote that the responsible managers
executives need not consider BCM as an essential part of their jobs, and
the long term, the cost of a workable BCM exceeds the total costs incurred
when a low
probability disaster occurs.
are based on the incorrect use of insurance based �probability concepts� for
risk assessment, instead of on �prudent person� risk assessment approaches.
This paper will, therefore, present both the scope and procedures for
developing and testing a BCM as well as a detailed discussion of justifying
a BCM based on the �prudent person� approach. It is organized into the
of Business Continuity Management
Development of the BCM field
of a typical BCM Plan
Justifying and Developing a Business Continuity Management Plan
developing a typical BCM Plan
Person justification methodology and case study
of a usable Business Continuity Management Plan
of BCM Teams
Center Backup Architectures
Systems Backup Approaches
OF BUSINESS CONTINUITY MANAGEMENT
the information systems continuity planning area has demonstrated that
disasters to quality business offices/facilities/data centers occur
approximately once every hundred years. A disaster probability of 1% per
year appears to be the proper basis of individual facility based Business
Continuity Risk Assessment. This is actually a very high probability when
the prudent business person realizes that the loss of a business facility
containing critical functions can destroy the company. The advent of
critical information systems applications, as discussed in Andrews ,
first brought this exposure to the attention of most executives.
DEVELOPMENT OF THE BCM FIELD
Prior to the
development of computer based information systems that were critical to an
organizations day-to-day operations, Business Continuity Management
consisted primarily of insurance programs, life-safety oriented building
evacuation plans, and mutual aid agreements for batch processing resources
between data centers. By the late 1970s, computer based systems had evolved
from batch back office and 2 accounting functions to online systems
supporting critical business functions such as airline reservations systems
and bank teller support applications.
To meet this
new critical dependence on information systems, the Comptroller of the
Currency issued a banking circular entitled "Contingency Planning for EDP
Support" on May 26, 1983 to the national banks that it audited. The circular
required that the banks prepare Contingency Plans for recovering their
critical IS functions. This circular started the modern IS contingency
planning support industry. The IS contingency planning support industry
consists of two areas: consultants and packaged plans to assist an
organization in developing their BCM, and shared commercial backup data
centers for use following a disaster.
for developing a contingency plan
organizations sell an IS contingency plan development methodology including
planning procedures and a sample plan available on a diskette. The sample
plan is tailored, often with consulting help from the vendor, to the
organizations individual requirements. The sample plans are often of great
value to organizations that have not had prior experience. However, their
use often leads to long wordy plans that are not read by potential emergency
operations and recovery participants.
backup data centers
Two large and
numerous smaller organizations offer data center operations facilities
containing operating computers (a hot site), fully equipped space for
installing several additional computers (a cold site), and space for
clerical and support personnel. Scheduled use of the hot site computer(s) is
only for testing by the eighty to a hundred clients of the hot/cold site
facility. These commercial backup sites are extremely valuable after a
localized disaster that makes a data center unavailable, but are subject to
prior or multiple occupancy following a wide spread disaster affecting many
availability of these support services and facilities has made data center
disaster planning easily affordable for all but the largest companies.
By the late
1980s, external auditors were demanding that all organizations with critical
IS applications have contingency plans that included not just their data
center but its users as well. The term Business Continuity Management
started to be used as IS contingency planning methodologies was expanded to
cover all critical functions (automated as well as manual) of an
organization. However, the availability of commercial data center backup
facilities makes Business Continuity Management easier for automated
functions than for manual functions. In fact, some business functions based
on manual processing can develop economically justifiable backup procedures
only by automating their critical functions.
OF A TYPICAL BCM
Business Continuity Management contains three types of information: backup
resource arrangements; BCM procedures for notification, activation,
mobilization, and emergency operations; and listings of equipment and other
resources at all facilities. It requires two very different formats, which
is the information needed before and after a disaster.
information needed before a disaster
A formal BCM
plan is needed for orientation of employees that will be involved in
activating the plan and performing emergency operations. Orientation
material is also needed for all employees in both the life-safety and BCM
areas. Detailed emergency operations plans are also needed both before a
disaster for use during testing, and after a disaster for use during
emergency operations. The type of information needed includes: Backup
resource arrangements - The initial and most critical activity in creating a
realistic BCM, is arranging for backup resources and data for use after a
with critical online applications either use commercial backup centers or
utilize dual data center architectures. IS users and manual processing
organizations also need to have backup space and resources available. Most
organizations have space and equipment occupied by non-critical processing
activities (such as development organizations, conference rooms, exhibit
space, executive offices, etc.) that can be utilized in an emergency, given
The lack of
copies of paper based data, forms, and procedures is the most common
weakness in BCM arrangements. Data centers routinely send copies of all data
files to off-site storage daily.
processing organizations must also store copies of all critical data
off-site, frequently as microfilm. The loss of desk-top papers, diskettes,
and Rolodexes can cripple organizations.
procedures- BCM procedures documentation for use before a disaster are for
employee orientation, BCM participant training, operational and simulation
testing, and auditing activities.
typical contents of a BCM are as follows.
Distribution list (Controlled)
Organization structure (Team definitions)
Notification trees (Business and home numbers)
Activation and mobilization procedures
resources (Locations and functions)
operations policies (For each business functions teams)
and training policies
Appendixes (copies of material for use following a disaster)
information needed after a disaster
activities- BCM activities documentation for use following a disaster should
be concise and consist primarily of tables and charts. Lengthy statements of
policy and detailed procedures are not read and typically ignored during an
emergency. Effective BCM documentation for use following a disaster must
Employee emergency reference cards
These site specific wallet size cards are distributed to all employees.
They should contain both life-safety and BCM information such as
assembly locations, emergency operations policy, and numbers to call for
Notification/Activation reference cards
These fold over pocket size cards contain a management call-tree, key
assembly and backup resource addresses and telephone numbers, and
emergency team contact information.
emergency operations procedures
Detailed team operations procedures are normally needed only when
multiple locations performing the same business function exist. Such
locations require detailed procedures since they are normally not
staffed with the senior personnel needed to adapt policy level
directives to the specifics of a particular emergency. This type of
procedure is lengthy and difficult to prepare since it must anticipate
various types and levels of disasters.
information is often included in the appendix of the BCM as well as
being bound separately for ease of use following a disaster.
Emergency Team reference cards
These fold over pocket size cards contain the team member call-tree, an
activity checklist, and backup resource information. Typical teams
include: policy, emergency operations center, facility management, site
recovery, backup data center operations, logistics, off-site storage
coordination, floor wardens, assembly site coordinators, public/employee
communications, telecommunications, etc.
These tabulations contain such information as: lists of all resources by
location including replacement information and backup resource
locations; where all personnel are to report during emergency
operations; and where to forward data and materials from off-site
The best BCM
documentation for use following a disaster that the author has observed
consisted of approximately a dozen reference cards, several books of
resource tabulations, and two well equipped EOCs.
JUSTIFYING AND DEVELOPING A
BUSINESS CONTINUITY MANAGEMENT PLAN
The funding, security, planning,
and testing phases of developing a BCM Plan are presented in this section,
followed by a simulated conversation presenting a detailed analysis of the
prudent person justification methodology as applied to the funding phase. A
more detailed discussion of the justification approach can be found in
PHASES IN DEVELOPING A
TYPICAL BCM PLAN
Building a quality Business
Continuity Management Plan is a lengthy process involving many persons and
disciplines. Most organizations first build an IS data center plan, then a
BCM for each critical data center user, and finally attempt a BCM for their
critical manual processes. The following four phases apply to each of these
Phase I -
The initial step in any BCM program is that of obtaining the substantial
funding normally required. This requires convincing the Board of Directors
on the reality of a possible disaster and its probable impact on the ability
of the organization to survive.
A detailed quantitative approach to a risk analysis is used widely. The
approach is popular with government and large decentralized industrial firms
with major consulting budgets see Wong . It determines the probability
of various man-made and natural disasters occurring and their impact on key
business functions. The results present probability estimates that are
difficult to translate into risk-cost protection decisions. Additionally
they are actuarial based and do not apply to business decisions involving a
single site or resource.
The board of directors of most firms responds far better to a fiduciary
responsibility based risk analysis. A list of risks to which the firm's
facilities and personnel is exposed is presented and a case study approach
is used to demonstrate realistic risk exposure as in Waldman . Estimates
are made of the financial impact on various business functions, computer
related and non-computer related, of a loss in resource capability. When the
impacts include financial or service level losses that can effect the firm�s
survival, then the board members fiduciary responsibility requires a prudent
level of protection and recovery capability. Funding for an adequate BCM is
then made available, often as a priority project.
Phase II -
Following initial funding, the next step in the BCM program, is to determine
the possible extent of exposure to natural and man-made disasters of
critical resources; including facilities, data, and personnel. Procedures
must then be implemented to minimize the probability of such disasters
occurring. Physical security planning primarily involves access controls,
fire and water protection, earthquake and storm hardening, and critical
records security. Most firms have a physical security program in place
covering these areas prior to the implementation of a BCM program. The next
step in the BCM is, therefore, simply an assessment of the program, and
improvement if necessary. The author's experience indicates that the
critical records area, particularly for non-computerized files, frequently
is a major weak point.
Data security and protection programs are not as wide spread as physical
security programs. Few firms have high quality data oriented security
programs involving off-site backup storage of critical paper based financial
& personnel records. Protection in this area frequently requires a major
- BCM Planning
Disaster planning, as illustrated in Rohde and Haskett , is often
initiated by the organization's data center, as it first implements
applications critical to the day-to-day operations of the organization. The
selling of data processing oriented disaster planning to the Board of
Directors often alerts them to the risk presented by the non-computerized
portions of the firms operations, and a total disaster recovery planning
effort is initiated.
A team effort is the best approach to creating an organization's initial BCM.
The team should include at least a person experienced in BCM architectures
and plan development; a person with long term responsibility for developing
and maintaining the plan; and an influential manager with in-depth knowledge
of the organization, its operations, and its people. The team should move
through the development cycle backwards and then forward.
Step 1 - for
the various major resources of each business unit; determine the potential
recovery architectures available, their costs, and the recovery periods they
Step 2 -
perform a risk analysis determining which resources are truly critical to
the organizations survival. For those resources, determine their desired
recovery periods and the most practical recovery architecture approach for
Step 3 -
present a business resumption policy to the Board of Directors balancing
risk, costs, and service levels.
Step 4 -
create a detailed design of the authorized recovery architectures and assist
each business unit in creating a business resumption policy and
Step 5 -
assist each business unit in designating a BCM coordinator, assigning a
planning team, and assisting them in developing and testing their plan.
III - BCM Testing
Desk-top walk through - Before any detailed testing, key stakeholders in
each business function's BCM are convened in a conference room, and a
detailed review is performed of the plan. Many small events are
described and the participants are asked to state how the plan would
guide their reactions. The events should require utilization of: major
backup resources, emergency operations approaches, and all emergency
response teams. Following this step, operations and simulation tests are
organizations operationally test the complete disaster reaction cycle
of: activation, life-safety, damage assessment, mobilization, emergency
operations using off-site files and backup resources, and recovery
planning. Only the data processing emergency operations area can
normally be tested without involving a substantial number of persons
during business hours. The scope of most operational tests therefore,
includes: a semi-annual off-hour call to the manager of data center
operations, assembly of the backup site operations team, acquisition of
backup materials from an off-site location, travel to a backup hot/cold
site, installation of systems and applications software, loading
production data, and systems test of several critical applications.
- Simulation is the most feasible approach for testing the decision
making aspects of disaster reaction activities; see Rosenthal [8 & 9].
The use of simulation exercises for testing a BCM has been spreading
slowly over the last decade. Unlike their military counterpart, war
games that use computer driven scenarios to perform very realistic
exercises, BCM exercises are paper and pencil simulations. Teams are
placed at tables representing their backup locations, and the
description of an evolving disaster is presented. The teams communicate
using backup communication resources or forms, make decisions, and
everyone pretends that what is ordered actually happens. Debriefings and
evaluation studies follow to correct any flaws in the BCM.
scenario for use in simulation testing of a BCM must fulfill several
- Be solvable for a majority of the business functions participating,
using existing plans and backup resources. Except under very unusual
political conditions, a major failure during a simulation test is not a
suitable motivator for improvement in disaster planning, or for
acquiring additional funding for backup resources. A primarily positive
experience however, appears to be a powerful motivator to obtain
additional funding to complete planning and backup resource acquisition.
In fact, the scheduling of a simulation is often the easiest way to
motivate organizations to update their staffing and contact lists.
Proper planning of a scenario includes the review of each participating
organization's BCM to determine if they can perform emergency operations
at an acceptable level. If they cannot, a discussion with top management
is appropriate, and warnings to the deficient organization's management
is always proper (e.g., there should be no major surprises or
- Represent a realistic risk - A fire, flood, earthquake (in
California), or bomb is normally the basis for a scenario. A detailed
knowledge of the buildings, area, and emergency services involved is
always necessary. The disaster and its effects over several days or
weeks has to be described, so that the participation of facility and
security personnel is required.
- Capable of
being partitioned into practical time steps Simulation exercises with
four to six time steps are the most practical. Each time step must meet
the following criteria:
external and internal environment should change in terms of both the
evolution of the events causing the disaster, and in terms of emergency
and recovery efforts (e.g., new information given to participants and
new actions required).
team should have some significant action they must accomplish (e.g., a
decision, announcement, a report to management).
allowed for the time step should be sufficient but not generous
(normally 30-60 minutes). The period simulated becomes longer with each
time step in the simulation. The simulations performed to date indicate
that the initial period simulated is often one to four hours, while the
final period simulated is often several days to a week.
- Be self documenting
- Messages and plans produced during the simulation exercise should be
rigidly formatted and documented, so that there is a detailed record of
all events and actions. This documentation, together with the umpires
and evaluators check lists, is necessary for later analysis. Most
simulation exercises are very successful in that they force personnel to
learn the BCM while working together, and find flaws and inconsistencies
in emergency operations and recovery policies and plans.
PERSON JUSTIFICATION METHODOLOGY
There is a substantial methodological and financial difference between data
center and manual business functions risk management decisions using
'prudent business' and traditional 'probability' based methodologies. There
is also a vast difference between risk management of a data center's
processing of the record keeping applications of the 1960's through the
early 1980's, and the risk management of the critical on-line operational
applications of the late 1980's through the 2000's. The hypothesis of
Waldman�s thesis  is that the probability based approach, created for
the record keeping applications of the early years of Information Systems
(IS), is no longer appropriate for the mission critical applications of the
1990's, and has never been appropriate for critical manual systems.
prudent person methodology is based on executives eliminating those
alternatives that risk the short and long term viability of the firm,
and analysts then selecting the lowest cost alternative that provides
acceptable recovery times. The prudent person duty of care test requires
that an officer make a �reasonable investigation and honestly believe
that their decision is in the best interest of the corporation�, see
Metzger et al. .
probability based approach is based on analysts multiplying the
potential loss experienced following a disaster by the probability of it
occurring, and comparing that to the cost of backup alternatives. As an
example, the IBM approach as defined in Wong , states that �For each
system: 1) the expected frequency of occurrence per annum, P, as well as
the loss incurred, V, are calculated, and 2) the exposure, E, per annum
is then evaluated from the values of P and C�. This approach often
exposes the organization to unacceptable losses when a very low
probability disaster actually occurs.
of these approaches is illustrated in the simulated conversation that
follows. It is extracted from a speech by the authors to the San Fernando
Valley Association of Contingency Planners. The illustration involves a
simulated discussion between an executive, an insurance oriented financial
analyst (Mr. Probability) and a management systems oriented MIS planner (Mr.
Application). The discussion is as follows.
"Mr. Probability, I understand you do not agree with Mr.
Application�s request for a budget increase of $500,000 per year to
implement a contingency planning program for our computer and data
communication systems, as well as for semi-annual testing using a
commercially available data center back-up site. Why do you feel the
expenditures are financially unjustified?"
Executive, I have contacted the proposed data center backup site vendor
and requested his experience over the last decade concerning how often a
data center suffers a disaster. They have found that each of their
backup centers with subscription levels of approximately 100, are used
approximately once a year for other than reactive testing or planned
conversions. I am therefore stating that a data center disaster is a
once in a hundred year occurrence."
"Secondly, Mr. Applications request indicates that the old data center,
that was replaced ten years ago because of security and size
consideration, is still functional as a backup site capable of
processing our production operations within a week following emergency
ordering of equipment. As he states, it can be populated with computers
etc. within a week and the CIS department could have our production
systems current in two weeks. The backup data center he wishes to
subscribe too, plus our testing expenses, will cost $50,000 per month
and would permit him to have our productions systems current in two
days. We are therefore computing that $500,000 per year is worth 10 days
of operational losses.
"Thirdly, Mr. Applications indicates that direct losses due to
non-current production systems are $3,000,000 per day. This figure was
arrived at by accounting based on lost contributions to overhead and
profit of three days sales.
"Lastly, if we multiply the $3,000,000 by 10 days we get $30,000,000
additional potential loss in a disaster if we do not subscribe for the
commercial backup center. However when we divide this figure by 100, the
probability of loss per year, we get a value of the commercial backup
center of $300,000 per year. This net loss of $200,000 per year is
obviously a bad investment of capital."
"Mr. Application, if your
figures show such a bad investment, why have you proposed the contract?"
Mr. Application Speaks
"Mr. Probability does not
understand the implications of ten days down time, now that our
production applications are online. It is no longer a question of lost
sales but of retaining customers� business after the ten day outage. I
have had extensive conversations with marketing and customer service
management. They feel that half our customers can tolerate a 10 day wait
and will continue to buy from us. However marketing believes it will
take several years to win back the other half of our current customers.
Their optimistic figure of an average of a year to resell a customer
will give us an additional loss of $18,000,000 ($3,000,000 times
one-half times 240 days). This will give us a total loss of $48,000,000.
If we then divide by 100 we get a return of $480,000 per year on an
investment of $500,000. E.g. a break-even situation. �However, this type
argument, including the division by 100, is irrelevant. The problem is
that the data center could be destroyed tomorrow, or next year or not
for 200 years. If it is destroyed and we did not take prudent steps to
safeguard this critical business resource, we will all lose our jobs and
be subject to stockholder suites. �The loss of approximately $48,000,000
is almost half of our annual profits. Additionally the loss of half our
customers and the reduced service level for the remainder will ruin our
reputation for service that is our future. We may never recover, let
alone gain back the business we lost in a year on average. "I therefore
recommend that, as a prudent business executive, you must protect such a
critical resource as our data center and give us the $500,000 per year
additional budget which is an addition of 2% to our total budget.�
simulated discussion illustrates how subtle aspects in the presentation of
information can significantly impact decision making-particularly when
uncertainty is involved. Throughout the literature on decision making, there
is substantial evidence to suggest that intuitions about risk routinely
deviate from rationality, because executives do not typically appreciate the
nature of uncertainty. This simulated discussion illustrates that the
decision on how much safety is worth, is very difficult.
A BCM Justification Case
This BCM justification case
study that follows presents both the probability based method and the
recommended methodology based on �prudent business person� concepts. The
recommended approach justifies the cost of data center contingency planning
based on the total cost and impact to the organization when their
information technology resources are unavailable. More details on this case
study are available in Waldman .
This example is based on a
consulting study, performed during in the late 1990's, of a wholesale
distributor�s data center contingency planning project. The planning project
determined that the proposed security and data protection plan would leave
their data center vulnerable to natural and man made disasters, such as:
fire, earthquake, utility interruption, and strikes. The objective of the
planning study was to recommend an architecture that provided for continued
processing of their critical applications. These included order processing,
inventory management, accounts receivable, and payroll.
Four alternative BCM
architecture scenarios were available. These were: a dual center approach,
use of a vendor hot/cold site, use of a current company facility as a cold
site, and continuation of their current approach with no backup resources.
center approach involves the construction of a new secure data center
facility, as well as the splitting of processing between the current and the
new center. The typical 9 approach for this type of architecture is
discussed in detail in the article by Rosenthal , entitled �The Emerging
Enterprise System Architecture�. The expected maximum down time after a
disaster using this approach is several hours.
hot/cold site approach involves subscribing to a commercial recovery center
with compatible mainframe systems. The expected maximum down time after a
disaster is several days.
The cold site
approach involves the equipping of a current warehouse facility with all
environmental and communication facilities required to quickly install a
duplicate of their current data center. The expected maximum down time after
a disaster is several weeks.
continuation of their current no backup resource approach will lead to a
expected maximum down time, after a disaster, of several months.
Annual Scenario Expenses, presents the then estimated annual expenses of
each scenario. The total annual information technology budget for the
organization approximates $12,000,000. The dual data alternative with
down-time of several hours represents approximately 6%, and the vendor
hot/cold site alternative with down-time of several days represents
approximately 2%of the annual IT budget.
Forecasted Annual Losses
analysis presents both the losses incurred by the organization during
recovery of normal information technology processing, the losses incurred in
winning back any lost customers, and reestablishing their service level
Estimated Order Retention Rates
Projected Order Retention Rates were derived from interviews with key
marketing and management personnel. As a wholesaler, the organization
believes their customers would switch to alternative suppliers for new
orders within four days. This would be caused by the lack of inventory
information and the delays in picking and shipping cause by reversion to a
slow manual operation and a shortage of trained personnel. They also
estimate that reorders of proprietary items, representing 65% of reorders,
would continue, but reorders of generally available items would stop over a
10 three week period. Figure 1, is derived in the spreadsheet included in
Appendix A of Waldman .
Estimated Order Rates
Figure 2: Projected Order Recovery Rate after a Disaster, presents the
estimated rates of recovery of orders following an interruption due to lack
of IT capability after a disaster. The key marketing and management
personnel believe the firm could recover approximately 5% of their former
order rate per month after return of full IT capability. However, recovery
from the vendor hot/cold scenario is slower, since all lost orders were new
orders. Figure 2, is also derived in the spreadsheet included in Appendix A
of Waldman .
Forecast Economic Impacts
Economic Analysis of Scenarios computes the impact of the scenarios from
both the Probability and the Fiduciary Responsibility approach. The result
of the analysis shown in Figure 2, is the estimated weeks of lost sales
shown as the first data line in Table 2
fiduciary responsibility view, the scenarios have the following impact.
Responsibility Analysis Approach
The use of
the following recommended fiduciary responsibility approach is illustrated
for each of the defined scenarios.
There are no losses associated with the dual center approach, since the
impact of a disaster is not different from a routine interruption due to
hardware, software, telecommunication, or utility failures. The costs of
this alternative approximates 6% of the total IS budget, and 1.2% of the
firm�s operating expenses. The firm, as typical of most distributors,
did not believe the cost of dual data centers was worth saving a day�s
Hot/Cold Site Alternative
Losses from a disaster using this alternative will be approximately
$500,000. This represents, as shown on the third data line of Table 2,
about 1% of annual profits. This level of loss is acceptable, given the
minimal probability of a disaster to the data center. The cost of
approximately $250,000 for this alternative is 2% of data center costs.
This is the alternative selected by the firm, an action typical of most
Cold Site Alternative
This approach would lead to an estimated loss of approximately
$15,000,000 which represents 40% of annual profits. This has a major
impact on the company. The management thought this type of loss would
cause the board to totally replace management of the firm, and might
result in selling it to a competitor. This level of loss was simply not
would lead to an approximated loss of $30,000,000. This represents a loss of
70% of annual profits, which would be a disastrous impact on the company.
The board would immediately have to sell the firm, or cease operations. This
level of loss was totally unacceptable.
Probability Analysis Approach
The data for
a probability analysis of the distributor�s data center contingency planning
is also included in Table 2. The result of a typical analysis of the data
Data Center Alternative
This alternative averts all loses, since recovery takes only a matter of
hours or shifts. Using the typical one percent probability, the averted
annual cost is approximately $270,000. This potential gain is balanced
against the annual additional expenses of approximately $760,000, a
negative ROI of almost 65%. This alternative would be considered
impractical for firms with this level of down-time sensitivity.
Hot/Cold Site Alternative
The annualized allocated cost and annual expenses of this alternative
are approximately equal. Therefore this alternative is a break-even
option using the insurance based probability analysis based approach.
From a study of the literature it appears that many other firms have
also reached this conclusion. The popularity of this contingency
planning alternative, as shown by the success of many firms in the
backup site business, appears to be based on the decision that we can
meet fiduciary duties without it costing anything (e.g.: a break-even
low initial cost investment).
Cold Site Alternative
This alternative clearly leads to a significant negative ROI for this
firm. This alternative is normally not authorized to use this approach,
except when an old data center is available, thereby eliminating initial
costs and creating a break-even situation.
This alternative involves almost no expenditure, but leaves the
organization open to potentially disastrous losses from loosing their
data center. This alternative�s popularity is probably based on the
belief that their data center is well protected, and therefore will not
be destroyed; as well as the reality that the manual information systems
of the organization are in this same condition, and just as critical to
the organization�s operations.
Summary of BCM Case Study
This case study is not unusual, in that the two methods result in the
same recommended decision. The fiduciary responsibility approach
normally leads to selection of an acceptable backup plan, while the
probability approach, as described in Ozier , may sometimes lead to
the high risk-no backup approach.
�Threat events having a low-frequency, high-impact risk ... may have a
low probability of loss that encourages management to take risks
unduly.� This concern about possible high risk approaches is also
illustrated by the case study described in Engemann & Miller [2, pp.
143]. �Finally, management felt that qualitative factors related to the
marketplace reaction to a severe loss that resulted from inadequate
contingency plans had to be factored into the analysis, even if such
losses were eventually covered by insurance.�
CONTENTS OF A USABLE BUSINESS CONTINUITY MANAGEMENT PLAN
The critical elements in a usable BCM Plan are the team organization and
procedures needed to efficiently move to the backup location and resume
productive work, and the backup facilities and equipment that can actually
be used to perform the critical business functions affected by the disaster
(Rosenthal and Himel .
Functions of BCM Teams
Most organizations with mature Business Continuity Management have a three
tier BCM team organization structure including:
The top tier
Policy Group consists of upper-level executives who are available for
approving major DMT decisions involving customer service impact, major
expenditures or major potential liabilities. For example, after the Bay Area
earthquake a major bank opened their branches the next day without power and
full cleanup and repairs. The ability to provide much needed cash to
customers was deemed more important than the potential for accidents or
tier DMT includes representatives of key departments and functions involved
in life-safety and business contingency planning. The following table lists
the functional organizations often represented on a DMT. Selecting the
chairperson of the DMT is often a difficult and politically sensitive
decision. The pressure to appoint a senior executive should be resisted.
Senior executives belong in the Policy Group among their peers. The chair of
the DMT, and therefore the coordinator of the EOC, should be an extremely
knowledgeable peer of the other members of the DMT. The chair should not
however, be associated with any ERT. The chair is frequently the supervisor
of the Project Head, Business Continuity Planning.
tier consists of a large number of Emergency Response Teams (ERT). For
example, the data processing area might have specialized logistics, backup
data center operations, network operations, and user support ERTs. The
safety area might include a dozen or more ERTs with first aid and evacuation
responsibilities, each headed by a floor warden.
of a Policy Group
The responsibility of the policy group is to authorize out of the ordinary
expenditures required by emergency operations, as well as to set policies
primarily impacting stockholders and the public. They must take the time to
carefully consider the long term impact of the operational decisions being
made by the DMT and the ERTs. Therefore, the team is made up of a variety of
company 14 executives including legal, public relations, human relations,
and financial experts; and is normally the only team not staffed completely
by personnel with primarily day-to-day operations responsibilities.
of a Disaster Management Team (DMT)
disaster the DMT has three primary functions:
Coordinates the efforts of emergency response teams to assure the safety
of personnel and to minimize the damage to their facilities following a
disaster. A life-safety DMT normally is organized for every major
facility or campus.
Business Continuity Planning
Planning and coordinating emergency operations and restoration of normal
operations following a disaster. A business continuity DMT is normally
responsible for a total business unit, frequently involving multiple and
Operating the EOC
The DMT performs its functions from the organizations Emergency
Operations Centers (EOC). EOCs observed by the author are of two basic
structural types: the single conference room approach, and the dual room
Room EOC Approach
common and least expensive approach is the converted conference room. Large
conference rooms at two or more widely separated locations are converted to
EOCs. Furnishing and equipment required include:
consoles for each participant; including an EOC rotary line, a dedicated
incoming line for each function, and a line for outgoing calls.
radios to monitor news and public announcements.
boards, tack boards, and flip charts.
maps and area maps with medical and emergency service facilities
radios with multiple channels for use in communicating with emergency
response teams and the outside world. At least one of the EOCs should
house a portable satellite communication unit.
power connected to the building's emergency power system.
water, and rest facilities for primary and alternate DMT members.
California firms often have Los Angeles and San Francisco EOCs and DMTs
because of the possibility of an area wide disaster due to a major
earthquake. Other areas of the world may not need this much separation
The dual room
EOC approach provides contiguous space for both the Policy and DMT. A glass
wall between the two rooms permits the Policy group to monitor DMT
activities and observe status boards and displays. Parallel decision making
is enhanced permitting continuous emergency operations control while
significant policy decisions are being made.
The dual room
EOC is normally used by organizations with frequent operational emergencies,
such as utilities exposed to power outages or pipeline breaks. The EOC is
used for both operational emergencies and for disasters affecting
non-operational facilities and personnel. A second conference room type EOC
is also normally available at a site remote from the primary EOC.
involves two functions: a periodic walk-through of all equipment by the
Project Head- Business Continuity Planning, and periodically performing DMT
simulations in the EOC.
of Emergency Response Teams (ERT)
activities of emergency response teams following an emergency must be
closely coordinated and adapt swiftly to the type of disaster and its
evolving impacts. Emergency response teams can include such areas as:
policy, emergency operations center management (DMT), facility acquisition
and management, site and equipment recovery, backup data center operations,
logistics and transportation, off-site storage coordination, floor wardens,
assembly site coordinators, public/employee communications,
telecommunications, finance and insurance, etc. Staffing these teams is a
significant problem. Each of the functions of the team (including team
leadership and around the clock coverage) must have a primary and backup
locations must be assigned and intra-team and inter-team communications
planning must be assured. Some typical problems follow. Does your plan
really define to whom the responsibility to handle each problem has been
the authority to declare a disaster and authorize expenditure of funds?
decides what to tell BCM team members, other employees, customers, and
an inventory of available space and equipment?
business functions been prioritized so that the facility acquisition and
management team can quickly assign space to displaced organizations?
teams staffed and lead by persons with the day-to-day operations
knowledge required for effective emergency operations?
sites stocked with emergency food, water, medical supplies, and other
equipment need following a disaster?
realistic life-safety and assembly drills periodically conducted at all
adequate security arrangements for damaged or evacuated sites?
a HELP desk planned with sufficient telephone capacity to properly
forward calls from media, employees, family of employees, BCM team
members, customers, and suppliers?
auditors assuring that up-to-date copies of all critical records and
data are stored offsite at a secure facility?
really know what your insurance coverage is for damage, injuries, and
an organization responsible for assuring that all business functions and
locations have developed a realistic BCM and is adequately testing both
the operational and management aspects of the plan?
The determination of emergency teams� functions and reporting structure is
dependent on individual firm and site characteristics. The team structure
described is typical of a large operational facility housing several
clerical organizations and a major data center with a distant commercial
backup data center.
Operations Center BCM Teams
Assessment and Recovery Coordination Team
This team evaluates the extent of damage to the facility and informs the DMT
of the estimated time required to rebuild the damaged facility. The team
then assumes the responsibility for restoring the current facility or
creating a new facility.
Public/Employee Relations and Communications Team
This team consists of personnel and public relations staff with
responsibility for collecting information on the status of operations,
facilities and personnel and communicating relevant information to the
media, employees, customers and vendors.
Coordination (Help and Scheduling) Team
This team is made up of representatives from each of the functions occupying
the damaged facility as well as members from each data processing
application support group impacted by the disaster. Their role is to
schedule and coordinate initial and continuing emergency operations.
Administrative Support Team
Responsibilities include providing emergency cash and payments, physical
security at damaged and backup sites, commuting & lodging support, handling
insurance claims, and keeping records of emergency costs & expenditures.
Center Life/Safety Teams
These teams are responsible for personnel evacuation or lodging following a
localized or area wide disaster. They often include:
Staff by volunteer employees trained in first aid and in evacuation
methods. Responsible for coordinating the evacuation or lodging of
occupants in a specific floor or area, as well as performing first-aid
and communicating with the EOC.
Facility Management Team
Staff by physical plant operations personnel. Responsible for operating
or shutting down the facility after a disaster.
Physical Security Team
Responsible for maintaining security at damaged and at temporary
Information Systems Emergency Operations Teams and Positions
of teams are responsible for business resumption of critical functions
occupying the impacted facility. The data center emergency operations teams
described are also typical of the type of teams and positions often needed
by other functions occupying a typical operations center.
Responsible for coordinating the IS recovery and supervising all other
IS BCM teams. Normally is a member of the DMT and is located in the EOC.
Backup Center Operations Team
Responsibilities include computer, data communications, and peripheral
operations; establishing the data processing schedule during catch-up;
disseminating processing output; and providing the Operations
Coordination Team with timely status reports.
Logistics & Supplies Team
Responsibilities include transportation, courier, shipping & receiving,
and library & warehousing during emergency operations. This includes
retrieval of data, software, and documentation from off-site locations.
Operations Support Team
This multi-discipline team's responsibility is to support emergency IS
operations. Staff includes technical (systems software), applications
development, and data & voice communications support professional
Specialized Resources Operation Teams
These teams interface or operate sites with specialized IS resources,
such as page printers, micro graphics, and check sorters.
Center Backup Architectures
organization's IS architecture must assure near continuous availability of
both data centers and telecommunication networks. Both internal and external
resources are available to offer the backup resources needed to assure the
high availability required by most business resumption policies.
Center Backup Approaches
three major approaches to Information Systems (IS) Architectures for
protecting critical IS processing from interruptions or disasters. They
include the use of a commercial backup data center, the use of multiple
in-house data centers, and the distribution of processing to multiple user
locations (Rosenthal, 1994).
commercial backup data centers
backup data centers offer facilities that permit reactivation of critical
processing within 24-36 hours using their hot site, and reactivation of
non-critical processing within 1-2 weeks using their cold site.
Organizations with a single data center that can tolerate this type of delay
find the use of a commercial backup site both cost effective and practical.
multiple in-house data centers
with a small number (normally two to four) of large decentralized data
center locations can often use, within 12-24 hours, development and
non-critical processing capacity as backup hot site resources. Rapid
upgrading of equipment can be implemented in place of a cold site.
ARCHIVAL: A HIGH PROTECTION BACKUP ARCHITECTURE
effective way of reducing recovery time when using a commercial backup site
or dual in-house data centers is to implement electronic archival. Daily
backup tapes are sent to the backup location for storage. During production
processing, validated transactions that cause master file updates are
transmitted to the backup location where they are logged using a PC and
cassette drive. Following a major interruption or disaster, the backup tapes
are loaded and the transactions posted. By using this approach, recovery in
8-12 hours is practical.
architecture for dual data centers using electronic archival is shown in
Figure 3. The production data center normally will contain an online and an
information center (MIS/DSS) system. The backup (development) center would
then contain the development system and space to quickly add an additional
system. Recovery after a disaster or major interruption at the production
center consists of posting today's transactions from the log tape and
activating communication lines terminating at the backup (development)
in using multiple in-house data centers to backup each other is in
maintaining compatible configurations and systems software versions. Very
rigid centralized control of data center configurations and standards is
a distributed processing architecture
Many organizations have dozens to hundreds of similar function
facilities. When a data center suffers a disaster, the total facility
that it supports is normally also affected. The BCM policy is frequently
to shut the facility until repaired, and transfer operations to
Telecommunication Network Backup Approaches
Historically, many organizations have leased voice grade multi-drop
telephone lines to support an individual application's data
communication requirements. Implementing BCM for networks of multi-drop
data lines is often performed by adding an additional drop at the backup
data center to each line. When this approach is infeasible because of
the distance to the backup center, the dial backup capability of their
modems is used to connect both to their data center in the event of a
line outage and to the backup center in the event of a disaster.
The recent availability of inexpensive multiplexers and concentrators,
and of a wide variety of cost effective high speed lines, has increased
the use of trunk connections linking multiple user locations to their
data center. Multiple user locations are now being interconnected to
data centers through a high speed backbone network that requires a high
level of protection from interruptions and disasters. There are two
major approaches to assuring high levels of availability for these
backbone telecommunication networks. They include building redundancy
into the network and/or using switched digital circuits from a common
telecommunications network redundancy
High speed trunk oriented data networks based on regional or major site
controllers should be configured to include route redundancy. The
redundancy is valuable, not just for BCM purposes, but also to handle
anticipated load variations and to permit maintenance of equipment and
circuits without interrupting service.
a common carrier's switched broadband circuits
All of the commercial backup data centers have switched circuit
capability for connecting the backup center to a customers regional or
site communication controllers. In under an hour, several common
carriers can reconfigure a client�s network, switching the client data
center out of the network and the backup center into the network.
An example of a network using dial backup, network redundancy, and
switched broadband circuits is shown in Figure 4. Remote sites are
connected to regional concentrators with multiple routes to the data
center. These concentrators also have switched broadband capability to
connect to the backup center after BCM purposes. Sites or terminals
close to the data center have voice grade dial backup capability to
reach the backup center.
of implementing this type of backbone architecture as part of a BCM program
is very favorable. Broadband digital links are highly reliable and starting
to be priced at rates highly competitive with multi-drop voice grade lines.
Many firms have achieved slight reductions in cost by consolidating their
various application oriented networks while simultaneously adding redundancy
and/or switched capability to meet BCM requirements.
System Backup Approaches
methods for manual records tend to be expensive and to utilize specialized
equipment; or are not very safe. This problem may explain, but does not
excuse the lack of effective BCM arrangements for most critical manual
systems. The following types of backup methods are only representative of
the multitude of architectures available when creative managers are faced
with the executive demand for a realistic BCM for all critical business
functions. These various backup methods can be categorized based on if the
manual processing will continue to be performed on paper or by using other
media (primarily micrographic or IT image systems).
Paper-Based Processing Backup Alternatives
processing seldom survives a quality business process reengineering (BPR)
study. However, a BPR is seldom performed unless extensive automation has
already occurred in that business unit. Therefore, the following approaches
are the most common result of a demand for a BCM.
Secure/Fire-Proof File Room or Safe
Only currently being used paper records are to be removed from the file
room/safe. This approach gives good protection during non-working hours.
However, paper records are seldom removed and returned individually,
because of the inefficiencies involved. Also in the event of a fire,
earthquake, bomb scare etc., staff does not return current records to
the secure area and, in fact, seldom close the rooms/safes. This
approach gives only fair protection, and should not pass audit when the
records are critical to the survival of the organization.
Off-Site Storage of Micrographic Copies of Records
Few business processes do not update the majority of records accessed.
This approach, therefore, is seldom used. It is however, very effective
and safe and should be used when feasible.
Off-Site the Original Paper Records and Transactions
This type of
processing involves the use of non-computer based storage for processing
media. The most common types of media are microfilm/microfiche and image
mass storage systems,are:
Micrographic media for use in processing is very common when most
activity is requests for information, and all actions generate new
records that can be filmed and archived. This approach, when applicable,
is very effective and safe.
Systems are normally used for the same type of applications as
micrographic media. The can, however, automatically index new
transactions affecting a master record. This permits their use in more
applications than micrographic systems. This approach, when applicable,
is also very effective and safe
Continuity Management should be an integrated portion of a total security
program. The security program should cover physical security of facilities
and equipment, data security of automated files and manual records,
protection of all levels of personnel, and Business Continuity Management.
Business Continuity Management needs to be an integral part of doing
business. For example, IBM internal policy -as stated in their Corporate
Disaster Recovery Planning Standard (Policy Number 209) directs all
operating and staff units of the company to develop plans for any emergency
that results in either a significant loss of assets or revenue flow, or
renders the organization unit unable to meet customer commitments or protect
the interests of stockholders and employees.
all organizations have a fiduciary responsibility to take prudent steps to
assure the survival of their organization following a natural or man-made
disaster. Providing the necessary funds and leadership for a quality
Business Continuity Management program for all critical business functions,
both IS and manually oriented, is a key portion of that responsibility.
Paul H. Rosenthal is a professor of information systems at
California State University, Los Angeles. He has BS in Ed and an MA from
Temple University, an MBA from UCLA, and a DBA from USC; and has been active
in the Information Systems, Computing Science, and Scientific Computing
areas for 48 years as a programmer, manager, consultant, and academic. His
current research interests encompass the manual and computerized
infrastructure aspects of mission-critical transaction processing systems.
L. Jane Park is a professor of accounting at California State
University, Los Angeles. She has a BS from the University of Texas, an MS
from the University of Houston, a Ph.D. from the University of Illinois, and
a CPA certification. Her current research interests include accountants�
soft-skills requirements and the impact of IT on accounting processes.
Jan I. Weissman, formally a lecturer in information systems at
California State University, Los Angeles, is currently a technology
instructor and coordinator at Brentwood School. She has a BSBA in finance
from California State University, Northridge, an MSBA in Information Systems
from California State University, Los Angeles, holds a California primary
teaching credential, and has over two decades of experience as a programmer,
supervisor, administrator and teacher.
1. Andrews, W.C. "Contingency Planning for Physical Disasters", Journal of
Systems Management, 41:7, 28-32, July 1990. A short but comprehensive
description of the why and how of justifying and producing a data center BCM.
2. Engemann, Kurt J., and Holmes E. Miller. �Operations Risk Management at a
Major Bank,� Interfaces, 22:6: 140-49, November-December 1992. Presents a
decision analysis framework for making risk management decisions.
3. Lamond, B.J. "An Auditing Approach to Disaster Recovery", Internal
Auditor, 47:5, 38-48, October 1990. A survey of the DRP preparation cycle
including an introduction to operational testing and plan maintenance.
4. Metzger, Michael B., et al. Business Law and the Regulatory Environment:
Concepts and Cases. Chicago: Richard D. Irwin, Inc.: 867-69, 1995. This book
defines the �duty of care� and �fiduciary responsibility� of officers and
directors of corporations. It states that the Model Business Corporation Act
requires officers to act in good faith, and with the care a prudent person,
in a like position, would exercise under similar circumstances, as well in a
manner they reasonably believe to be best interest of the corporations.
5. Ozier, Will. �Issues in Quantitative vs. Qualitative Risk Analysis,�
Managing IT/IT Solutions. Delran: Datapro Information Services Group, report
6055 (1994): 1-7. A detailed comparison of the quantitative (probability)
and qualitative (fiduciary responsibility) approaches and their impact on
6. Rohde, R. and Haskett, J. "Disaster Recovery Planning for Academic
Computing Centers", Communications of the ACM, 33:652-657, 1990. A step by
step description of producing a BCM for a university data center.
7. Rosenthal, P. �The Emerging Enterprise Systems Architecture�, Journal of
Systems Management, 45:2; 16-21, February 1994.
8. Rosenthal, P. and Himel, B. "Business Continuity Management: Exercising
Your Emergency Response Teams", Computers & Security, 10:497-514, 1991. A
detailed description of a data center disaster plan�s simulation testing
including a complete script of an actual exercise.
9. Rosenthal, P, and Sheiniuk, G. �Exercising the Business Disaster Team�,
Journal of Systems Management, 38:4; 12-16 & 38-42, 1993. A detailed
description of a business continuity and life-safety disaster plan�s
simulation testing including a complete script of an actual exercise.
10. Waldman, Jan I. A Methodology for Justification of Business Continuity
Management Based on Fiduciary Responsibility Considerations, Unpublished
masters thesis, California State University, Los Angeles, 1995. A detailed
description, with examples, of the use of the prudent person BCM
11. Wong, K. K. Risk Analysis and Control - A Guide for DP Managers, Hayden
Book Company Inc., 1997. The classic presentation of the quantitative
approach to risk analysis. Contains a description of the statistical, IBM,
and NCC [National Computing Center] approaches to risk evaluation, as well
as a good description of risk control.
Dr. Paul Rosenthal
Information Systems Department, ST603
California State University, Los Angeles
5151 State University Drive
Los Angeles, CA 9032-8123
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