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Expedia Resiliency
Business ResiliencyPresented for TXPEGMay 27, 2009
Howard Mannella
Principal Resiliency Strategist
Expedia, Inc.
Expedia Resiliency
Agenda and Expectations
Agenda:• Business Resiliency in context• Basic methodology• Common approaches in BCP – small, mid, enterprise• Questions to ask in BCP
Expectations• This is interactive• Resiliency is not a project (or program), it’s a way of life
Expedia Resiliency
Who is Expedia?
• A global retailer of travel• Broadest reach in the category
– Some of the most popular sites on the Web
• Operations in Americas, EMEA, APAC
Expedia Resiliency
Four domains of Business Resiliency
Disaster RecoveryBusiness Continuity
Crisis Management
Emergency Response
Expedia Resiliency
BCP isNotDR
BCP isNot
a checklist
BCP isNot
“WFH-WFS”
Common misconceptions
Expedia Resiliency
Program
Basic methodology
StrategyRequirements ImplementationAnalysis
Methodology
Expedia Resiliency
Strategy options
Technical Disaster Recovery:• Subscription: shared risk vs. dedicated• Hot site vs. Warm site vs.
Cold site• Mirroring vs. replication vs. etc.• Virtualization• Repurposing
Business Continuity:• Subscription: shared risk vs. dedicated• Split locations• Reciprocal agreement• Planned displacement• Mobile• Work-at-home
Expedia Resiliency
Resiliency Exercises
Walk-through
TableTop
FunctionalSimulation
DisruptiveLive-Fire
Competency Building
Degree of Disruption
Pause/Rewind/Replay
Degree of Validation
Low
Low
High
Low
High
High
Low
High
Independent variables: scope, element of surprise
Expedia Resiliency
Emergency Notification Service
0%
20%
40%
60%
80%
100%
0:00 0:15 0:30 0:45 1:00 1:15 1:30 1:45 2:00
Phone/Email Blast:• Two-thirds of staff confirmed within 6 minutes• 80% confirmed within 30 minutesNormal Expedia Email:• Confirmation estimated by email replies
(unsolicited)• Actual confirmation not easily tracked for
Exchange aliases
Emergency Notification Service (phone/email blasts)
Normal Expedia channels (email aliases)
Time (minutes)
IT S
taff
Expedia Resiliency
Human factor considerations
• Communication is King• Policy is Prince• Be aware of “emotional unavailability”• The “right” person ATOD might not be the right person
BAU (or the highest ranking officer)• Manage against the “Al Haig” syndrome• Discourage the “Superman Syndrome”• Accommodate family issues• Ensure your plan’s “cultural compatibility”• Awareness and competency have half-lives
Expedia Resiliency
Thank you!
Howard Mannella
425.679.3587
