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IBM Business Resiliency Services Exercise and Recovery Guide
Produced in the United States of America
04-2010
All Rights Reserved
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Table of Contents
1.0 OVERVIEW 4
2.0 WELCOME PROCESS 5
3.0 OUTAGE EMERGENCY NOTIFICATION PROCESS 7
OUTAGE EMERGENCY CALL 8
RECOVERY RESPONSIBILITIES — ACTUAL OUTAGE EMERGENCY 9
IBM BUSINESS RESILIENCY SERVICES RESPONSIBILITIES 9
CUSTOMER RESPONSIBILITIES 9
POTENTIAL OUTAGE EMERGENCY SITUATIONS 10
4.0 RECOVERY EXERCISE PROCESS 11
PREPARATION (PRE-EXERCISE) 12
IMPLEMENTATION (EXERCISE) 13
REVIEW (POST-EXERCISE) 13
RECOVERY EXERCISE RESPONSIBILITIES 18
IBM BUSINESS RESILIENCY SERVICES RESPONSIBILITIES 18
CUSTOMER RESPONSIBILITIES 18
REMOTE RECOVERY EXERCISE OPTION 19
IBM BUSINESS RESILIENCY SERVICES RESPONSIBILITIES 19
CUSTOMER RESPONSIBILITIES 19
PLANNING FOR SYSTEM SHIPMENT 20
GENERAL INFORMATION 22
RECOVERY EXERCISE PLAN 22
SOFTWARE INFORMATION 23
NETWORKING INFORMATION 24
SYSTEM INFORMATION 24
6.0 SCHEDULING SERVICES OTHER THAN AN OUTAGE EMERGENCY 25
7.0 CUSTOMER DOCUMENTATION 26
8.0 ADDITIONAL REFERENCE RESOURCES 27
9.0 SERVICES PORTFOLIO 28
10.0 SUBSCRIBER COMMENTS 29
1.0 Overview
The IBM Business Resiliency Services Exercise and Recovery Guide is organized into separate
sections to help you better understand our processes and procedures. Also included are helpful
checklists and tips.
The Welcome Process introduces you to your IBM team. Through a series of questions, the
assigned Account Manager gathers the essential information needed to begin a successful
partnership.
Throughout this document, several different IBM BRS representatives are referenced such as the
Sales Leader, Project Manager (aka Program Advisor), Service Coordinator, Emergency
Response Manager and Technical Specialist. When you are contacted, the individual will make
that identification at the introduction.
There are two key processes to be aware of that are overviewed in this guide. They are the
Outage Emergency Notification Process and the Recovery Exercise Process.
The Outage Emergency Notification Process allows you to activate your IBM recovery team with
minimum delay and effort after you have experienced an unplanned interruption. With one call,
we begin preparing the IBM Business Resiliency Services center for your arrival while you
concentrate on assembling your team for action. Then, together, we begin restoring your systems
and networks.
The Recovery Exercise Process allows you to arrange time to exercise your business continuity
plan. In this guide, we will explain how you can schedule this time and how to best prepare. Also
included is a checklist to help you review your overall readiness posture, to identify deficiencies
and target corrections.
Overview
2.0 Welcome Process
A new subscriber has many things to consider: plan documentation, support resources within
their organization, existing network and communication agreements and many other elements.
Our IBM Business Resiliency Services Center support staff recognizes this challenge and will do
everything possible to make each customer feel comfortable in the new relationship. An “Initial
Call” is placed to each customer shortly after the contract is signed. During that conversation, the
Project Manager indicates that he/she is the interface to all the IBM Business Resiliency Services
needs the customer may have.
Welcome Process
Initial Call
The Initial Call is the first official contact from your Recovery Center. Its purpose is to begin the
implementation of your services.
Q. Who will contact me?
A. After you sign your IBM Business Resiliency Services contract, a member of the
Customer Support Team who has been assigned to your account will make a welcome call.
Q. What will be discussed in the call?
A. Your Account Manager will introduce him/herself, provide you with their office phone
number, verify and exchange names and phone numbers of the various recovery team
members (IBM and yours), determine your recovery status and explain the processes that
support your subscription. They will also encourage you to utilize the IBM Business
Resiliency Services Center to verify, via a recovery exercise, your readiness and work
with you to schedule your initial exercise.
Initial Call
3.0 Outage Emergency Notification Process
The decision to declare an outage emergency is a difficult one, and it may involve relocating
people, disrupting communications links and breaking ties with all that is familiar. As you develop
your plan, it is essential that you define criteria under which your organization would declare an
outage emergency and identify the individuals responsible for executing this process.
Please review the following information to prepare yourself for placing an outage emergency call
to IBM. It is in your best interest to be knowledgeable of and carefully follow the procedures as
written below when talking to a Customer Service Coordinator (CSC). It is recommended that
you include this process as part of your own business continuity and recovery program’s
procedures.
Outage Emergency Notification Process
Outage Emergency Call
The Outage Emergency Notification Process begins with a call to the following number:
1-877-IBM-REC1 (1-877-426-7321)
This number will connect you to IBM Business Resiliency Services.
The choices are as follows:
Option Action
1 Declare a disaster or outage emergency
2 Provide notification to BRS about a potential disaster or outage
emergency situation
3 Managed Continuity Services operational support
4 Rapid Recovery operational support
5 Circuit related support
6 Smart Cloud Managed Backup
If option one is selected to declare a disaster or outage emergency, your call will be transferred to
a Customer Support Representative who will open a Declaration Call Record and ask you to
provide the following information:
✓ The company name, address, IBM customer number and contract number(s)
✓ The name of the person calling and/or the name of a company contact
✓ A callback telephone number where the customer callback contact can be reached ✓
The nature and severity of the situation
This information will be immediately forwarded to the Emergency Response Manager, who will
return your call, assess your situation and initiate the appropriate recovery activities for your
company.
Outage Emergency Call
Recovery Responsibilities — Actual Outage Emergency
The following lists describe the responsibilities of IBM Business Resiliency Services and you, the
customer, in the event of an actual disaster or outage emergency.
IBM Business Resiliency Services Responsibilities
• Prepare the Business Continuity and Recovery Site to receive your disaster team, or, for
offerings that support shipment of equipment, to activate the shipment process
• Activate the IBM technical support team
• Provide a starter system (as appropriate)
• Conduct a post-recovery review (as appropriate)
• Activate the Crisis Response Team (as appropriate)
• Activate, if needed, other contracted IBM Business Resiliency Services. (Please see section
nine (9) for an overview of our services portfolio.)
Customer Responsibilities
• Assemble / activate your continuity and recovery team
• Confirm the receiving location(s) for equipment designated for shipment
• Retrieve your critical data from storage
• Execute your business continuity and recovery plan
• Participate in the post-recovery review (as appropriate).
Recovery Responsibilities
Potential Outage Emergency Situations
It may also be useful to make us aware of potential emergencies so that we can anticipate
resource requirements.
It is important to recognize that only an actual outage emergency declaration on your part
establishes your priority on a “first -come, first -served” basis.
Should you anticipate a potential situation emerging, contact your Project Manager during normal
business hours, or call 1-877-IBM-REC1, (1-877-426-7321) and select the IBM Business
Resiliency Services option followed by selecting option #2 which is the announcement the states:
“If you are notifying us about a potential disaster situation…”
We will then do the following:
• Record the information you provide about your status
• Verify your emergency contact name and telephone numbers
• Establish a communication plan with you
Potential Outage Situations
4.0 Recovery Exercise Process
Performing the recovery exercise process is critical to the successful demonstration of the
readiness of a business to implement its continuity and recovery plan. IBM has required this of
its own locations for over three decades.
Pre-exercise and post-exercise reviews with your recovery team reinforce your confidence in the
plan and, where necessary, technical recommendations are provided to improve it for the future.
Our objective is our customers’ total satisfaction with the workability of the recovery plan and the
services and support we provide to you.
4.0 Recovery Exercise Process
Recovery Exercise Process — How It Works
To schedule a recovery exercise, contact your Project Manager.
The Recovery Exercise Process includes three basic parts:
• Preparation (Pre-Exercise)
• Implementation (Pre-Exercise)
• Review (Post Exercise)
Your Project Manager will work with you to help you achieve the desired objectives in your
planned recovery exercises within the target time frames and environments you identify. Your
team is responsible for executing their planned activities. However, should you need help, your
assigned continuity and recovery team is available to assist. If needed, your Project Manager
has the necessary contacts in our hardware, software or networking organizations to find the
answers or solutions you need.
Preparation (Pre -Exercise)
The Preparation phase is all-important. Once you have scheduled a recovery exercise, your
Account Manager may arrange a conference call prior to your scheduled date to discuss
recovery readiness. At this meeting, we will discuss any changes to your equipment
configuration that are required to ensure your recovery readiness. Your Project Manager will
follow up this call with a letter, documenting the changes discussed, if any. All changes should
be incorporated into your IBM Business Resiliency Services contract configuration prior to your
recovery exercise.
Your Project Manager may arrange a conference call six (6) to eight (8) weeks prior to your
recovery exercise date(s). At this meeting, we will review your objectives and equipment
required for the exercise. The overall recovery exercise plan and any outstanding issues or
concerns will be discussed. We may also ask that you complete technical/network worksheets.
In order to facilitate proper planning for your event, IBM Business Resiliency Services will not
accept any changes to the scheduled event within two weeks of the event date.
Implementation (Exercise)
The Implementation phase demonstrates that the plan can work. Upon arrival at the IBM Site,
you will be escorted to your pre-assigned recovery suite, and given the security access
instructions/badges to operate at the center.
The IBM Business Resiliency Services processor you subscribe to will be ready upon your arrival.
Large System subscribers will be provided with a “starter system,” an innovative approach
developed by IBM Business Resiliency Services that allows for faster restores. With your
approval, the staff configures the processor to match your normal operating environment, so when
you arrive, you’re ready to IPL and load source records. The time saved will allow you to do more
during your recovery exercises.
Review (Post -Exercise)
The initial Review phase often begins with a brief post-exercise synopsis which will be provided
after completion of your exercise, if requested. The Customer Support Team highlights how
improvements and plan changes can best be accomplished.
Recovery Exercise Questions
The Recovery Exercise Process determines your business continuity and recovery readiness by
the execution of one or more exercises to verify the completeness and accuracy of your business
continuity plan. Your IBM Business Resiliency Services Site will manage the recovery exercise
resources in an equitable manner, with the objective of providing service and availability to all
subscribers.
Q. How frequently should I perform a recovery exercise?
A. Each customer environment is unique. The maturity of your business continuity plan and the
frequency of change in your environment are key elements in selecting both the timing and
frequency of your recovery exercise needs. It is for this reason that we designed a high degree of
flexibility for exercising your recovery plan into your subscription. Another key consideration is
cost. While the recovery exercise is an essential element of your business continuity process, you
need to ensure effective application of your resources. We suggest at least an annual recovery
exercise as a minimal approach. It is not uncommon for customers to exercise their plan on a
semi-annual or quarterly basis. As you gain feedback from exercise activity, you will be the best
judge on how many exercises are required to satisfactorily evaluate your recovery plan. If you
exceed your annual recovery exercise allowance you can receive additional recovery exercise
time for a fee under the IBM Business Resiliency Services agreement.
Q. Should I schedule more than one recovery exercise at a time?
A. We recommend you schedule one recovery exercise at a time, building upon the results of the
preceding exercise in a planned and orderly manner. However, as described below, we will
schedule multiple recovery exercises.
Q. How long a recovery exercise should I schedule?
A. Your Project Manager may be able to recommend a time frame for your initial recovery exercise
based upon a description of your environment and your organization’s business continuity process
maturity. You may schedule recovery exercise time up to your annual allowance and request
additional recovery exercise time blocks beyond your annual allowance for a fee. However, we
reserve the right to limit additional recovery exercise time blocks to both you and other subscribers.
Our experience indicates that effective recovery exercise preparation and the utilization of our
recommended process can reduce your overall recovery exercise time requirements, saving you
both time and money.
We recommend that, if you desire to schedule more than one recovery exercise at a time,
subsequent exercises should be scheduled at least twelve weeks later to allow you to evaluate
results of the prior exercise and to allow for appropriate pre-exercise preparation, including any
necessary subscription changes discovered through the recovery exercise process.
Q. What is the minimum recovery exercise time?
A. We schedule recovery exercises in contiguous four hour blocks. A minimum system exercise
is recommended to be eight hours while a network exercise may be set up for four hours.
Recovery exercise time usage is recorded from the scheduled start time until the scheduled stop
time.
Q. What is the BRS practice for scheduling a recovery exercise?
A. BRS customers may request any or all of their annual Recovery Exercise Allowance to be
scheduled up to 24 months after date on which the request is made. For example, on February
1, 2009, you may request your recovery exercise hours be scheduled for any time up to and
including January 31, 2011.
• BRS customers may schedule Additional Exercise Time and/or Additional Exercises
up to 12 months in advance.
• Customers may either accept or reject an Exercise Date that has been offered to
them by their IBM BRS Project Manager. If the Project Manager has not received a
response from the customer within 10 days, the date will be released.
• Network exercises (no system involved) may use either annual Recovery Exercise
Allowance hours, Additional Exercise Time, or be billed on an hourly rate for the
duration of the event, per network technical person. Such network exercises will not
be counted or charged as an “Exercise.”
Q. How far in advance should I schedule an exercise?
A. This is dependent upon the complexity of your requirements for the exercise. By reviewing
your requirements with your BRS Project Manager, they’ll be able to provide guidance
regarding lead time for scheduling. Generally speaking, the more flexible your requirements
are regarding day of week, month of year, and configuration, the easier it will be to schedule
an exercise.
Q. What happens if I cancel a scheduled recovery exercise?
A. Recovery exercise time and access to recovery exercise time is a shared resource across our
subscriber base, therefore we made no provisions in your Business Continuity and Recovery
Agreement for cancellation of scheduled recovery exercise time, except when interrupted by
an outage emergency declaration.
Q. What is the BRS practice for canceling a recovery exercise?
A. Note: A “cancellation” is defined as a change in date, start time and/or a reduction in hours for
a confirmed Recovery Exercise.
• Cancellations prior to 24 weeks before the confirmed Exercise Date can be made
without charge. Cancellations from 16 through 24 weeks prior to the confirmed Exercise Date
will result in a charge of 50% of the dollars which were to be charged for any confirmed
Additional Exercise Time. Cancellations received 16 weeks, or less, prior to the confirmed Exercise Date will result in a debit from your annual Recovery Exercise Allowance of the
scheduled hours and one Exercise (where applicable), and a charge for any Additional
Exercise Time or Additional Exercise that was confirmed.
Customers are required to notify the IBM BRS Project Manager, in writing or by e-mail, as soon as possible when canceling exercise time. This releases these premium hours to then be more effectively scheduled by other customers who have a need for them.
Q. If I have a recovery exercise scheduled or underway at an IBM site and outage emergencies are
declared, what happens to our recovery exercise time?
A. As stated in the terms and conditions of your IBM Business Resiliency Services contract (recovery
exercise section), you agree that IBM may reschedule your recovery exercise time to serve another
customer who has declared an outage emergency. The IBM Business Resiliency Services Site
will advise you of the declaration and the need to terminate and reschedule your recovery exercise.
Q. Can I carry unused recovery exercise time from one contract year to the next?
A. No. Your recovery exercise allowance is for a given contract year based on when you sign the
IBM Business Resiliency Services Agreement. Scheduled recovery exercises impacted by a
declared outage emergency by another subscriber will be accommodated.
Q. May I use recovery exercise allowance from a future contract year’s allotment?
A. No. Customers exceeding their current contract year’s allowance can secure additional
recovery exercise time for a fee under their IBM Business Resiliency Services Agreement. Q.
May I declare a simulated or mock outage emergency?
A. A simulated or mock outage emergency is a planned event and is therefore considered a
recovery exercise and must be scheduled as a normal recovery exercise due to the shared
resource with other subscribers. If you want to schedule a mock outage emergency as a recovery
exercise, your Project Manager will work with you to ensure the availability of the necessary
resources, as well as the confidentiality required to gauge your level of readiness.
Q. I have a temporary transfer of equipment clause in my contract. How do I arrange for shipment
and return of the equipment for a recovery exercise?
A. Your Project Manager will arrange for shipment and pickup of the equipment with you during the
pre-exercise preparation period. IBM Business Resiliency Services requests that return of the
equipment be scheduled within five work days after completion of the recovery exercise.
Q. Can I change my configuration and be assured that the change will be reflected in my next
scheduled recovery exercise?
A. Recovery exercise resources are scheduled based upon your current subscribed configuration at
the time of your recovery exercise request and subsequent confirmation. Your Account Manager
can work with you if you require changes to your subscription to ensure that they are processed,
and, upon registration of the changes, work to incorporate these changes into your recovery
exercise. Changes processed after the recovery exercise confirmation date will be provided on a
best effort basis but cannot be assured due to potential conflict with other subscribers or lead
time required for installation of new equipment or facilities.
Q. For the hardware BRS provides, does BRS require customers to provide a minimum level of
software?
A. Your Supplement may specify a minimum operating system release level, which is the minimum
operating system release level that is required to run on the Configuration in your Supplement. You
may be at this minimum operating system release level or higher, as long as you are at a release
level for which the manufacturer currently provides support.
Recovery Exercise Responsibilities
The following lists describe the responsibilities of IBM Business Resiliency Services and you, the
customer, when an on-site recovery exercise is scheduled.
IBM Business Resiliency Services Responsibilities
• Prepare to support the recovery exercise
• Provide technical support teams
• Provide a starter system (as appropriate)
• Conduct a post exercise review (as appropriate)
Customer Responsibilities
• Organize the recovery exercise team
• Retrieve/restore data
• Execute the recovery exercise plan
• Remove customer sensitive data (performed during scheduled exercise hours)
• Participate in the post exercise review (as appropriate)
Remote Recovery Exercise Option
A remote recovery exercise can be conducted from either a remote customer suite or the
customer site. The following describes the responsibilities of IBM Business Resiliency Services
and you, the customer, when a remote recovery exercise is scheduled.
Business Resiliency Services Responsibilities
• Prepare the IBM site and the remote customer suite to support the recovery exercise
• Provide technical support teams
• Provide a starter system (as appropriate)
• Provide operations personnel (if detailed in your subscription)
Customer Responsibilities
• Provide operations personnel at the primary recovery site
• Satisfy remote recovery exercise location configuration requirements (customer site or
remote customer suite)
o Terminal/personal computer (PC) base
o Remote terminal controller (327X, 317X for large system environments)
Planning for System Shipment
If you are planning to have an Systemi system shipped to you as part of your recovery plans,
please be aware that IBM ships the iSeries system with disks that have been scratched, which
means they do not contain any operating system software or data. Therefore, you should retain
a copy of your iSeries installation CDs with your backup tapes, which will be required to restore
your entire system. Also, the system IBM ships may contain power cables that are different from
those that you have installed. Below is an example of power cables that IBM may ship. The list
below is just an example. As part of your planning efforts, we recommend that you keep the
contact name and number of a local electrician who can convert your power if needed in an
emergency situation.
Recovery Exercise/Outage Emergency Checklist
The checklist below will help you determine what items you should consider prior to conducting a
scheduled recovery exercise or executing a business continuity plan. It is important to remember that
this is a starting point in creating your customized checklist. Some checklist items may not apply if
you are executing a recovery exercise remotely or having equipment shipped to your location.
Customer Checklist
General Information Exercise Recovery
Call 1-877-IBM-REC1 (1-877-426-7321) to declare an outage emergency. X
Contact your primary IBM site to schedule a recovery exercise. X
Ensure that your team members have been identified and assigned. X X
Complete and return information worksheets. X
Schedule and participate in a pre-exercise call with your IBM team. X
Receive verification from recovery site that recovery exercise time is scheduled. X
Ensure that team members’ travel and accommodation reservations have been
made and confirmed.
X X
Distribute directions to recovery site to all team members. X X
Ensure that any special requirements for any handicapped team members are
conveyed to the IBM location.
X X
Recovery Exercise Plan Exercise Recovery
Compile a “home site” emergency contact list for use by team members while at
IBM site.
X X
Identify and assign team and shift leaders and backups. X X
Assign backups for each team member. X X
Plan checkpoint meetings during recovery to identify problem areas that need
attention.
X
Establish recovery exercise objectives and review with all team members and
IBM technical staff.
X
Plan a post-exercise review (optional). X
Plan time during your allocated recovery exercise time to render your system
resident data unreadable at the completion of your recovery exercise, if
required.
X X
Ensure that all materials required are sent to the IBM location (for pre-exercise
testing, prior to the team’s arrival).
X X
Ensure that you provide all special personal computer programs or software
needed (i.e., operating system) at the IBM location for your recovery exercise or
recovery.
X X
Ensure that any special print requirements are planned for X X
Ensure that a run/log book is included in material sent to location, if required X X
Recovery Exercise Plan (cont.)
Review recovery exercise plan to ensure that proper updates with latest changes
have been made to information/systems (I/S) environment (application, system
programming, networking, etc.).
X
Software Information
Check your Supplement to see if it specifies a minimum operating system release
level. This would be the minimum operating system release level that is required to
run on the Configuration in your Supplement. You may be at this minimum operating
system release level or higher, as long as you are at a release level for which the
manufacturer currently provides support.
X X
Ensure that all tapes being shipped are properly labeled and packaged. (For
recovery exercise, include pre-printed labels and shipping documents for return trip.)
X X
Ensure that all backup media required for the recovery exercise or recovery are sent
to the recovery site. (For recovery exercises, include pre-printed labels and shipping
documents for return trip.)
X X
Test the vaulting data delivery service to the IBM recovery exercise location prior to a
scheduled exercise.
X
Notify data storage location of an outage emergency situation and have data shipped
to recovery location. X
Maintain a list of software vendors you may need to contact in a recovery situation. X
FOR LARGE SYSTEMS: Ensure that special software required during the recovery
exercise or recovery is sent to the exercise/recovery location (i.e., backup/recovery
software if a non-IBM product is installed at the site.)
X X
Ascertain whether non-IBM software license agreements permit using such software
at the IBM location.
X X
Ensure that you provide all manuals for non-IBM software products which you will
use at the IBM location.
X X
Where needed, change central processing unit (CPU) serial number on non-IBM
products.
X X
Ensure that data set, user, and system security codes and passwords are provided to
team members and that these are at the same level as the backup data.
X X
Ensure that combinations or keys necessary for opening tape storage containers are
provided to team members.
X X
Establish an alternate plan in the event of lost or damaged tapes. X X
For CLIENT/SERVER: Ensure that all software Operating Systems for PCs and
servers,
X X
For CLIENT/SERVER: Ensure that all device drivers for PCs and servers, i.e., LAN
adapters, CD-ROM, are provided.
X X
Networking Information Exercise Recovery
Verify network hardware requirements with IBM site (i.e., modems, line reservations,
etc.).
X X
Verify network software requirements with IBM site (i.e., routers, bridges, PCs etc.). X X
Ensure that any special customer-provided hardware is sent to the IBM
exercise/recovery location (identify by machine type and serial number).
X X
Ensure that remote site(s) are advised and prepared for the recovery exercise and
that remote network equipment and personnel are available.
X
Ensure that a schedule is in place to establish the network to the IBM recovery
exercise location.
X
FOR LARGE SYSTEMS: Ensure that all communications controller(s) “gens” are
completed using the IBM exercise/recovery location hardware configuration (prior to
recovery exercise).
X X
FOR LARGE SYSTEMS: Ensure that communication controllers source code and
libraries are available to team members at the IBM exercise/recovery location.
X X
FOR LARGE SYSTEMS: Schedule any network hardware support required at any
remote site(s).
X X
Notify remote site(s) of an outage emergency situation. X
Advise user community of an outage emergency situation. X
Ensure that backup host network operations procedures are complete. X X
Ensure that remote network operations procedures are complete. X X
Schedule network software person if needed. X X
Advise user community of recovery exercise schedule and possibility of operational
differences during recovery exercise time.
X
System Information
Ensure that all device-dependent applications are identified. X X
Identify and establish distribution methods for all hard copy output. X X
FOR LARGE SYSTEMS: Ensure that the system software clock parameter is properly
set to match recovery exercise location parameter.
X X
FOR LARGE SYSTEMS: Ensure that all application load module libraries have been
identified.
X X
FOR LARGE SYSTEMS: Ensure that any batch processing scheduling tool has
removed jobs that are considered non-critical.
X X
Scheduling Services Other Than an Outage Emergency
Use the following procedural information to schedule services at an IBM Business Resiliency
Services Center. The following are available: Contact your Project Manager for:
✓ Recovery Exercise calls (Arrange site recovery exercise time / place recovery
exercise call).
✓ A visit to a IBM Business Resiliency Services site, de-install, or install customer-
owned equipment or circuits (it is necessary to provide a minimum of one business
day notice)
Contact your Account Manager for:
Planning services (hardware / software - additions, deletions, and questions).
Other (anything not listed above - Sales, Procedures, etc.).
Customer Documentation
Many types of documentation are needed to capture the features, hardware configurations or
customized terms and conditions which may relate to an IBM Business Resiliency Services
subscription. Customers are encouraged to incorporate this material into their plan
documentation, review it frequently and update copies as needed. Some examples follow.
IBM Business Resiliency Services Contract Configuration
If there is any special equipment that you plan to bring to the IBM Business Resiliency
Services Site, either for recovery exercises or in an actual outage emergency, include a
description and ensure that you have contracted appropriate facility support under your
subscription, e.g., temporary floor-space, end user space, communications connectivity,
etc. Include type, model quantity and intended use.
Please ensure your Project Manager is aware of this special equipment, so that he/she
can optimize its use and availability.
Diagram/Schematic of Network(s)
Networks evolve over time and are one of the elements of a good continuity plan that are
subject to frequent changes. Unless these diagrams/schematics are provided to
communications carriers and IBM Business Resiliency Services on a regular basis, there
is always the possibility of an outdated version impacting a recovery exercise or actual
outage emergency.
Customer Documentation
Additional Reference Resources
The following define additional resources available to IBM Business Resiliency Services
customers:
IBM Business Resiliency Services Web site —
www.ibm.com/services/continuity
Visit our Web site to find the following:
– Detailed information on our services portfolio
– Brochures with download capability
– The latest news and events
– Information on our North America recovery centers
– On-line surveys
– A customer-only section called “Customer Connect”. In this section you can meet your
Service Delivery team and understand what they can do for you, submit your customer
satisfaction survey on-line, take virtual tours of selected centers, view/print your
preexercise worksheets and view valuable white papers. Since this is a customer-only
section, upon entry to this section you will be prompted for a userid and password.
Please use the following:
User Name: customerconnect
Password: delivery
Customer Support Representative
IBM Marketing Representative
IBM Resilience Consulting Services — IBM Business Resiliency Services has highly trained
Consultants available to assist you with any of your continuity and recovery strategy needs,
including assessment and planning, design, implementation, program management and more.
Additional Reference Resources
Services Portfolio
IBM Business Resiliency Services uses its business and technological expertise to help you keep
your business running.
In today’s distributed and multi-vendor, information-centric world, disruptions to your business’ flow
of information can be devastating. Reassuringly you can look to the people of IBM Business
Resiliency Services to help you sift through the layers of complexity in your IT infrastructure to
provide a failsafe continuity plan, and implementation to whatever degree of completeness you
desire, in order to keep your business fueled with the information your people deem critical.
To better understand our approach to business continuity, visit our Web site at
ibm.com/services/continuity.
Subscriber Comments
Dear Subscriber,
We hope this guide has been helpful to you. We encourage you to use the space below to
communicate your comments, or to make suggestions on how you believe it can be improved.
1.) Please use this space for your comments/suggestions:
(Use other side, if necessary) NOTE: While IBM welcomes your comments, they are accepted with the understanding that IBM may use or distribute whatever
information you supply in any way it believes appropriate without incurring any obligation to you.
2.) What is your role in the BRS subscription? _____________________________________
3.) How long have you been a BRS subscriber? ____________________________________
4.) What is your contract number? (optional) _______________________________________
5.) May we contact you concerning these comments? YES ____ NO ____
Name ______________________ Telephone ___________________
Company Name _________________ _________
Thank you for your cooperation. You may return this comments sheet to your IBM representative, or,
you may mail it directly to:
IBM Business Resiliency Services
Attn: Welcome Package Suggestions
300 Long Meadow Road
Sterling Forest, NY 10979 -0700
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Welcome Package Suggestions.
IBM Business Resiliency Services Exercise and Recovery Guide Subscriber Comments
