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Incident Crisis Management Framework

Extract from relevant sections of IT Disaster Recovery Plan

If you believe that a major incident has occurred thataffects the provision of IT services, call the

IT EMT Duty Rota Contactvia the Help Desk 0117 928 7870 (internal 87870)

If out of hours, call 07005 981773.

Disaster Recovery Overview

The IT Disaster Recovery Plan (DR Plan) provides the managementframework for:

i. Command, control and co-ordination of a response to an ITemergency or major disruptive incident affecting IT servicesprovided by Information Services.

ii. Recovery from an emergency or major disruptive incident affectingthe Universitys IT services.

This DR Plan should be activated for Level 2 and 3 IT emergencies only.These are the most serious incidents that can affect the provision of ITservice.

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IT Emergency Management Process

The incident assessment and escalation process should be completed withinone hour of detection.

I T H e lp d e s kS ec u r i t y / U o B

B u s i n e s sC o n t i n u i t y T ea m

I T EM T R o t aEm e r g e n c y

L e v e l 1 , 2o r 3

Em e r g e n c yL e ve l 2 / 3

I n c i d e n tC losed

E m e r g e n c yM a n a g e m e n t

T e a m

N o r m a lI n c i d e n t

R e s o l u t i o n

P r o c e s s

U o B B u s i n e s sC o n t i n u i t y

T eam

N D RI n v o c a t i o n

I n c i d e n t

Em e r g e n c yS e r v i c e s

If appropriate

N O

Y ES

P r o c e e d t o

a g r e e d E M Tl o c a t i o n

I T D R Pl a n

T e c h n i c a lA s s e ss o r / A d d i t i o n a l

S u p p o r t

I n f o r mH e l p d e s k / S e cu r i t y o f

a c t i o n

Y ES

N o r m a lI n c i d e n t

R e s o l u t i o nP r o c e s s

Y ES

NDR Invocation: NDR are third party providers of replacement IT equipmentfor disaster recovery purposes.

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Definition of an IT Emergency Excerpt from plan indicating decision making proces

EmergencyLevel

Scale ofincident

Effect on staff Effect on IT services Effect onpremises

Level 1

Minor impact/

localised effect Inconvenience

Disruption to 1 High orMedium impact service.

Duration < 4 workinghours

Negligible

Level 2 Major / localised

Displacement ofstaff, exclusionfrom building,

injuries

Disruption to 1 High orMedium impact service.

Duration > 4 workinghours

Exclusion frTyndall Avenfor a limited t

Level 3Severe /

widespreadExclusion,fatalities

Disruption to multipleHigh or Medium impactservices. Duration > 4

working hours

Exclusion frTyndall Avenfor a prolong

period

Based on the information available to me, I determined that the incident IS / IS NOT* an IT Emabove.

Date:* Time:* Name:* Signat

Initial actions where the incident IS NOT an IT emergency:

Transfer control back to the IT Service Manager.

Complete Debrief as appropriate.

Close the IT Disaster Recovery Plan.

Initial actions where the incident IS an IT emergency: Select the members of the IT Emergency Management.

Instruct selected personnel to convene as the IT Emergency Management Team at an approp

Follow the process in this IT Disaster Recovery Plan.

Note: Fields marked with * require mandatory completion.

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Service Emergencies Recovery Priorities

In Hours

IT ServiceService Impact

Category

Network Services High

Email High

Web Services for internal users High

Registration Data Hub & ContactDirectory

High

Finance High

Library Systems High

Student Records High

Calendar High

On Line Learning Medium

Web services for external users Medium

University Card Services Medium

File and Print Medium

Personnel Medium

Research and Admin Low

Computer rooms Low

Helpdesk Low

Estate Low

Out of Hours

IT ServiceService Impact

Category

Network Services High

Email High

Calendar High

Registration, DataHub, & ContactDirectory

High

Library Systems High

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Blackboard High

Web Services for internal users High

Web services for external users High

File and Print MediumFinance Medium

Personnel Medium

Student Records Medium

System Status Online information sources

IT Services Status: http://www.bris.ac.uk/is/news/status Information Services news and announcements: http://www.bris.ac.uk/is/news/

ResNet status report:http://www.bristol.ac.uk/is/computing/advice/homeusers/resnet/using/status/ ResNet blog (hosted off-site): http://www.bristolresnet.net/

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http://www.bris.ac.uk/is/news/statushttp://www.bris.ac.uk/is/news/http://www.bristol.ac.uk/is/computing/advice/homeusers/resnet/using/status/http://www.bristolresnet.net/http://www.bristolresnet.net/http://www.bristol.ac.uk/is/computing/advice/homeusers/resnet/using/status/http://www.bris.ac.uk/is/news/http://www.bris.ac.uk/is/news/status