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    MEU

    Risk management

    Oday Manhal Hadadden

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    What is risk management?

    Risk Management StrategyRisk is defined as being the threat that an event or action willadversely affect an organization's ability to achieve its objectivesand to successfully execute its strategies. Risk Management isdefined as the process by which risks are identified, evaluated andcontrolled.The Council recognizes it has a responsibility to manage bothinternal and external risks as a key component of good corporategovernance and is committed to embedding risk management intothe daily operations of the Council from the setting of objectives, toservice and financial planning through to departmental processes. Itbelieves that effective risk management will help the Councilachieve its corporate objectives and provide better services.

    Risk management ensures that an organization identifies andunderstands the risks to which it is exposed. Risk management alsoguarantees that the organization creates and implements aneffective plan to prevent losses or reduce the impact if a loss

    occurs.

    A risk management plan includes strategies and techniques forrecognizing and confronting these threats. Good risk managementdoesnt have to be expensive or time consuming; it may be asuncomplicated as answering these three questions:

    1.What can go wrong?

    2.What will we do, both to prevent the harm from occurring andin response to the harm or loss?

    3. If something happens, how will we pay for it?

    And it is a systematic process for the identification and

    evaluation of loss exposures faced by an organization or individual

    and for the selection and administration of the most appropriate

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    techniques for treating such exposures, including

    Avoidance

    Retention

    Loss prevention

    Loss reduction

    Transfer contractually

    Transfer through insurance

    Risk managementprovides a clear and structured approachto identifying risks. Having a clear understanding of all risks allowsan organization to measure and prioritize them and take theappropriate actions to reduce losses. Risk management has otherbenefits for an organization, including:

    Saving resources: Time, assets, income, property andpeople are all valuable resources that can be saved if fewerclaims occur.

    Protecting the reputation and public image of theorganization.

    Preventing or reducing legal liability and increasing thestability of operations.

    Protecting people from harm.

    Protecting the environment.

    Enhancing the ability to prepare for various circumstances.

    Reducing liabilities.

    Assisting in clearly defining insurance needs.

    An effective risk management practice does not eliminate risks.However, having an effective and operational risk managementpractice shows an insurer that your organization is committed toloss reduction or prevention. It makes your organization a betterrisk to insure.

    Risk Management aims to facilitate the exchange of informationand expertise across countries and across disciplines. Its purpose is

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    to generate ideas and promote good practice for those involved inthe business of managing risk. All too often assessments of risk arecrudely made and the consequences of getting things wrong can beserious, including lost opportunities, loss of business, loss ofreputation and even life. This journal examines both the problems

    and potential solutions.

    Role of insurance in risk management

    Insurance is a valuable risk-financing tool. Few organizationshave the reserves or funds necessary to take on the risk themselvesand pay the total costs following a loss. Purchasing insurance,however, is not risk management. A thorough and thoughtful riskmanagement plan is the commitment to prevent harm. Riskmanagement also addresses many risks that are not insurable,including brand integrity, potential loss of tax-exempt status forvolunteer groups, public goodwill and continuing donor support.

    Why manage your risk?

    An organization should have a risk management strategy because:

    People are now more likely to sue. Taking the steps to reduceinjuries could help in defending against a claim.

    Courts are often sympathetic to injured claimants and givethem the benefit of the doubt.

    Organizations and individuals are held to very high standardsof care.

    People are more aware of the level of service to expect, andthe recourse they can take if they have been wronged.

    Organizations are being held liable for the actions of theiremployees/volunteers.

    Organizations are perceived as having a lot of assets and/orhigh insurance policy limits.

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    The Benefits of Risk Management:

    Risk management is a process which provides assurance that:

    Objectives are more likely to be achieved; Damaging things will not happen or are less likely to happen; Beneficially things will be or are more likely to be achieved.

    It is not a process for avoiding risk. The aim of risk management is

    not to eliminate risk, rather to manage the risks involved in allUniversity activities to maximize opportunities and minimize

    adverse effects.

    Note: risk management is not the management of insurable risks.

    Insurance is an important way of transferring risk but most risks

    will be managed by other means.

    Good risk management provides upward assurance from business

    activities and administrative functions, from department to

    faculties, to the senior management team and ultimately to the

    governing body.

    The potential benefits from risk management are:

    Supporting strategic and business planning; Supporting effective use of resources;

    Promoting continuous improvement;

    Fewer shocks and unwelcome surprises;

    Quick grasp of new opportunities;

    Enhancing communication between Schools and Departments;

    Reassuring stakeholders;

    Helping focus internal audit programmed

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    Risk Management Tools Assessment:

    Risk management tools provide a way to assess risk and thereforemanage ways to avoid these risks. It essentially provides a whatif?sort of theme by applying the inherent possible risks in anygiven activity and then determines the best ways to avoid thoserisks and/or what actions can be taken if these risks do occur. Riskmanagement tools usually take the form of software that allowsthese probable risks and outcomes and then determines what needsto be done to avoid those risks. These tools are very helpful for anyactivity and in particular for businesses as it can save them quite abit of money by managing possible risks and outcomes to preventthem from ever occurring in the first place. In essence, byunderstanding the possible risks they can manage ways to avoid it.For example: If the business does not complete a contract by acertain date they lose so much money and so they plot out ways toavoid this by making sure all aspects dealing with the contract fromemployees to computer data are completing their functions to avoidthis. That is just a tiny example and risk management tools go far

    beyond this simple function.

    Risk Management Tools Avoiding Risk

    Risk management tools in business use a similar method by

    creating mathematical and statistical data to determine risk. Once

    the risk assessment is complete they can then manage every

    possible action that may cause the risk and then determine in which

    ways they can avoid it. This is useful not only in managing

    employees but also in managing products and all activities

    associated with your particular business. There are many software

    applications available to fully utilize the application ofrisk

    management tools available and help keep your business running

    smoothly or for whatever particular activity you may be involved in

    that can benefit.

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    Risk Management Software Tools

    Multiple Applications

    Risk management software tools provide a template with which to

    assess risk and then use the software to manage possible risk. This

    can be applied to many different activities including business which

    uses the software to save money by being prepared for possible

    risks and understanding what causes it. This allows them to avoid

    that risk and therefore not lose money in the case of business. This

    can also be used for many different activities and is useful where

    there is an inherent risk in the activity, for instance in high rise

    construction work, laboratories, and others where there may be a

    high risk of danger. Even NASA uses riskmanagement software tools to

    prevent possible risks and keep a safe work environment. Risk can

    also involve the loss of money for business practices. For this

    purpose you can assess what possible risks may take place

    with risk management software tools that will cause this loss of

    money and act accordingly to properly manage it and prevent it

    from happening again.

    Risk Management Software Tools Economics andBeyond

    There have been many risk management software

    tools developed by major universities for any number of

    applications. Even a risk software tool developed for, say a

    chemistry lab, can in many cases still be used for other activities

    that may have nothing to do with chemistry because the basic

    formula still applies. By laying it all out in an easily understandable

    and readable format the individual is able to see every aspect of therisk management to determine possible causes and therefore fix

    them before they become a problem. By following this process you

    can also narrow downcauses of riskif something is continuously

    becoming a problem and can then be traced back to one particular

    area to be managed. This could be anything from a failure in data

    and other software to an employee or particular group. Action can

    then be taken to fix the problem and manage the risk. Risk

    management tools may also use graphs and other visual media to

    display risk management in one quick glance so you can see where

    http://www.riskmanagementtools.net/http://www.riskmanagementtools.net/http://www.riskmanagementtools.net/http://www.riskmanagementtools.net/
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    the biggest risk may be and therefore be able to manage the risk

    before it becomes a major problem.

    Risk Management Software Tools

    PracticalityRisk management software tools are available online to help in

    maintains a practical business model, particularly where it applies to

    economics and business. First one must identify the possible risks,

    then determine how detrimental this risk may be to the business or

    activity, and then determine what actions must be taken to avoid

    that risk. Software provides a valuable method of filtering through

    this process efficiently and effectively while being able to maintain

    and see at a glance the risks and therefore be able to nip it in the

    bud and keep everything running smoothly. In business if figuresdont come in properly it can then be determined why. The uses and

    practicality ofrisk management software tools are invaluable

    and can be applied to basically any activity to maintain and manage

    risk and allow things to run more smoothly.

    Software Risk Management

    The hierarchy of Software Risk Management (SRM) methodologiesdiscussed in this paper

    Addresses two classes of functions: software acquisition and

    software development. The basic methodological framework with

    which functions are managed is composed of the Software

    Acquisition-Capability Maturity Model (SA-CMMSM

    ) and the Software Capability Maturity Model (SW-CMMSM

    ) and their supporting practices and constructs. This framework for

    software

    Risk management is supported by three groups of practices:

    1. Software Risk Evaluation (SRE)

    2. Continuous Risk Management (CRM)

    3. Team Risk Management (TRM)

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    These practices are based on three basic constructs for software

    risk management developed

    At the Software Engineering Institute (SEI): Risk Management

    Paradigm, Risk Taxonomy,

    Risk Clinic, and Risk Management Guidebooks. The three constructs

    and three practices will be discussed in subsequent sections.

    The complexity of software risk management cannot be understood

    nor appropriately addressed from the above methodological context

    alone. To capture the multifarious aspects of

    This complexity, we make use of hierarchical holographic modeling,

    where we consider two additional visions or dimensions: thetemporal and human dimensions. Thus the three dimensions

    adopted in this paper to represent the holistic vision of software risk

    management are

    The temporal dimension,

    The methodological dimension

    And the human dimension.

    The temporal dimension is decomposed into two sub-visions:

    1. Macro vision represents the global perspective of the acquisitionlife cycle.

    2. Micro vision represents the view of the project manager.

    The methodological dimension has already been introduced.

    The human dimension addresses the intellectual dimension ofsoftware acquisitionthe most

    Critical dimension, since software development is such anintellectual activity. Four aspects

    Are identified here:

    1. Individual

    2. Team

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    3. Management

    4. Stakeholder (including customer and client)

    The last section shares the experience gained through thedeployment of the above methodologies by SEI teams.

    Ample literature exists on the process of risk assessment andmanagement. The majority of this literature, however, is devoted totheories and methodologies that have not been subjected to theultimate test of practice. This paper presents comprehensivetheories and processes developed at the SEI at Carnegie MellonUniversity that have been successfully deployed.

    The goal of SEI Risk Program is to enable engineers, managers, andother decision makers to identify, sufficiently early, the risksassociated with software acquisition, development, integration, anddeployment so that appropriate management and mitigationstrategies can be developed on a timely basis. Time is critical andthe goal is to act early before a source of risk evolves into a majorcrisis.

    In other words, being mainly reactive in risk mitigation and control

    Rather than proactive in risk prevention and control is at the heartof good risk management.

    Furthermore, should the system fail regardless of all riskmanagement efforts, then ensuring

    The safe failure (e.g., safe shutdown) of the system must be themandate of the software risk Manager.

    Clearly, the secret to effective risk management is the trade-off ofmitigation cost against the potential adverse effects of avoided risk.In this context, the value of the methodologies and tools forsoftware risk management is to buy smarter, manage moreeffectively

    and identify opportunities for continuous improvement, useavailable information and databases more efficiently, improveindustry and raise the communitys playing field, and review and

    Evaluate the progress made on risk management.

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    It is important to note that the developed software risk

    methodologies have three fundamentally different, albeitcomplementary, objectives:

    1. Risk prevention

    2. Risk mitigation and correction

    3. Ensuring safe system failure

    The following seven risk management principles are

    instrumental in the quest to achieve these

    Three objectives:

    Shared product vision

    sharing product vision based upon common purpose, sharedownership, and

    Collective commitment

    focusing on results

    Teamwork

    working cooperatively to achieve a common goal

    pooling talent, skills, and knowledge

    Global perspective

    viewing software development within the context of the largersystem-level

    Definition, design, and development

    recognizing both the potential value of opportunity and thepotential impact

    Of adverse effects, such as cost overrun, time delay, or failure tomeet

    Product specifications

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    Forward-looking view

    thinking toward tomorrow, identifying uncertainties, anticipatingpotential

    Outcomes

    Managing project resources and activities while anticipatinguncertainties

    Open communication

    encouraging the free flow of information between all project levels

    enabling formal, informal, and impromptu communication

    using consensus-based process that values the individual voice(bringing

    Unique knowledge and insight to identifying and managing risk)

    Integrated management

    making risk management an integral and vital part of projectmanagement

    adapting risk management methods and tools to a projectsinfrastructure

    And culture4 CMU/SEI-96-TR-012

    Continuous process

    maintaining constant vigilance

    Identifying and managing risks routinely throughout all phases of

    the projects Life cycle.

    Risk is commonly defined as a measure of the probability andseverity of adverse effects. Software technical risk can be defined

    as a measure of the probability and severity of adverse effects

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    A Holistic Vision of Software Risk Management

    The complex process of software acquisition encompasses most, if not all,

    aspects associated with software risk management. Thus, it seems natural

    to focus on the entire life cycle of the software acquisition process indeveloping a holistic vision of risk management. Indeed, risk management

    of software engineering cannot be restricted to any subset or a single

    phase of

    the life cycle of software development the following objectives of the

    overall methodological framework for software risk management apply to

    software-intensive systems

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    Improve the process of software acquisition in organizations.1.

    2. Improve software risk management methodology, technology, and

    practice in the acquisition process

    3. Improve the access to, acquisition, repository, use, and integration ofinformation and data for software acquisition in industry and government.

    4. In general, institutionalize risk management and decision support

    within the software acquisition community and make it an integral part of

    the communitys practice.

    Temporal Dimension

    It is plausible to assert that the genesis of a formal acquisition process

    can be traced to the Statement of Needs and Requirements. In terms of

    risk management, the seeds of critical sources of risk are often sown at

    this seemingly benign stage. An example from urban development

    demonstrates this point. A mayor and the city council identify a need for a

    new housing development. Given the high cost of land due to its scarcity,

    the requirements for meeting these needs evolve into the construction of

    high rise apartments.

    At this stage, the risks that the new project might become a major slum

    and a magnet for crime and drug distribution are not considered.

    The goal of risk management is in the prevention of such risks. The

    importance the Needs and Requirements stage places this stage at the

    foundation of the holistic vision of software risk management depicted in

    Figure 2, which follows the introduction of all components of the

    hierarchical holographic model for software risk management..

    The total acquisition life cycle is presented in two separate yet overlapping

    visions. The micro vision primarily represents the view of the project

    manager.

    The macro vision represents the more global and broader perspective

    of the acquisition life cycle. It is worth noting that within each stage of the

    temporal domain, the human dimension (individual, team, manager, or

    Stakeholder) has a different and unique role to play.

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    Micro vision

    Specification1.

    Solicitation (including request for proposal and contractor selection)2.

    .Design and development (including architecture)3.

    .Systems integration (including deployment and maintenance)4.

    Macro vision

    .Conceptual design1.

    .Demonstration/validation2.

    .Engineering, manufacturing, development, and production3.

    Maintenance and major upgrade (including termination)4.

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    .

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    Team Risk Management_TRM_

    TRM extends risk management with team-oriented activities involving the

    customer and supplier (e.g., government and contractor), where both

    customer and supplier apply the methodologies together .

    TRM establishes an environment built on a set of processes,methods, and

    tools that enables the customer and supplier to work cooperatively,

    continuously managing risks throughout the life cycle of a software-

    dependent development program.

    It is built on a foundation of the seven principles of risk management

    discussed in the preface of this paper, and on the philosophy of

    cooperative teams.

    Guided by the seven principles,TRM further extends the SEI RiskManagement paradigm by adding two functionsinitiate and team. Each

    risk goes through these functions sequentially, but the activity occurs

    continuously, concurrently, and iteratively throughout the project life cycle

    (e.g., planning for one risk

    may identify another).

    The TRM Guidebook provides an effective instrument with which to

    militarize the reader with the concepts, functions, processes, methods,

    and products of TRM.

    The guidebook accomplishes this through a description of the overall

    methodology, a road map for applying it within a project, and detailed

    descriptions of the processes and methods used to implement the

    functions of TRM. Figure 3 depicts the extension of the SEI Risk

    Management Paradigm by incorporating the TRM functions (initiate and

    team.

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    Project Management: Risk Management

    In many projects, risks are identified and analyzed in a random,

    brainstorming, fashion. This is often fatal to the success of the project, as

    unexpected risks arise, which have not been assessed or planned for and

    have to be dealt with on an emergency basis, rather than be prepared for

    and defended against in a planned, measured, manner.

    .

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    10 Golden Rules of Project Risk

    Management:

    Rule 1: Make Risk Management Part of Your Project.

    Rule 2: Identify Risks Early in Your Project.

    Rule 3: Communicate About Risks.

    Rule 4: Consider Both Threats and Opportunities.

    Rule 5: Clarify Ownership Issues.

    Rule 6: Priorities Risks.

    Rule 7:Analyses Risks.

    Rule 8: Plan and Implement Risk Responses.

    Rule 9: Register Project Risks.

    Rule 10: Track Risks and Associated Tasks.

    Risk Management Analysis:

    What is Risk Analysis?

    Risk analysis helps you identify and manage factors that could

    undermine the success of key business objectives or projects.

    Risk is made up of two things: the likelihood of something going

    wrong, and the negative consequences that will happen if it does.

    You carry out a risk analysis by first identifying the possible threats

    that you face, and by then assessing the likelihood of these threats

    occurring.

    Risk analysis can be as simple or as involved as you want, and it's

    useful in a variety of situations. However, if you want to do an in-

    depth analysis, you'll need to draw on detailed information such as

    project plans, financial data, security protocols, marketing

    forecasts, or other relevant reports.

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    Risk management analysisis very helpful in examining the risksand following a well planned process to hedge the risk. At the same time, theeffectiveness of the process and the financial factors related to the processare also discussed through this analysis.The business sector always faces some kind of risk. The risk management

    initiatives are becoming all the more important with the growing competition in

    the global market. In the highly competitive global market there is hardly any

    scope to afford any kind of loss. As a result of this, the concept of risk

    management has gained considerable importance over the passage of time.

    The risk management analysis is very important for proper application of the

    risk management policies. This analysis is necessary because the demand of

    the market and the trends are changing constantly and only proper analysis of

    risks can help the businesses to achieve the set targets.

    There are a number of risks that can be handled through the riskmanagement analysis. Different factors are related to the process of risk

    management analysis. These are the following:

    Discovering the Risk:The first step of risk management analysis is to

    mark the areas where risk factors are related and causing major

    threats to the businesses or the organizations. These risks are of

    different types like financial risk, political risk, technical risk, risk

    related to the operations or reputation of the business and many

    more. People related to the business may provide some kinds ofthreats.

    Estimating the Risk Factor:It is the second step of risk

    management analysis and starts after the identification of the risk

    factors. In this step, the possible losses and their impacts on the

    business are decided. At the same time, necessary finances for the

    prevention or recovery process are also decided.

    Managing the Risk Factor:After the impacts of the risk aredecided, the company can look for the proper ways of managing

    these risks. Once the strategies are set, the process starts working.

    One of the most important factors is to select such a strategy that

    can be economical and can provide effective services to the

    business. Risk management can be done through different

    processes. The existing assets of the particular company can be

    used or new resources can be developed for the purpose. It can be

    done through contingency planning or through business continuity

    planning.

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    Regular Monitoring of the Applied Strategy:This is very

    necessary for the success of the risk management strategy because

    if the strategy does not work properly, it can be detected through

    the monitoring process and a new strategy can be applied.

    When to Use Risk Analysis?

    Risk analysis is useful in many situations, for example, when you're:

    Planning projects, to help you anticipate and neutralize

    problems, or assess, say, the impact of going over budget.

    Deciding whether or not to move forward with a project.

    Improving safety and managing potential risks in the

    workplace.

    Preparing for events such as equipment or technology failure,

    theft, staff sickness, or natural disasters.

    Planning for changes in your environment, such as new

    competitors coming into the market, or changes to

    government policy.

    How to Use Risk Analysis:

    To carry out a risk analysis, follow these steps:

    1. Identify Threats

    The first step in risk analysis is to identify the existing and possible

    threats that you might face. These can come from many different

    areas. For instance:

    Human From illness, death, injury, or other loss of a key

    individual.

    Operational From disruption to supplies and operations, loss

    of access to essential assets, or failures in distribution.

    Reputational From loss of customer or employee confidence,

    or damage to reputation in the market.

    Procedural From failures of accountability, internal systems

    and controls; or from fraud.

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    Project From going over budget, taking too long on key

    tasks, or experiencing issues with product or service quality.

    Financial From business failure, stock market fluctuations,

    interest rate changes, or non-availability of funding.

    Technical From advances in technology, or from technical

    failure.

    Natural From weather, natural disasters, or disease.

    Political From changes in tax, public opinion, government

    policy, or foreign influence.

    Structural From dangerous chemicals, poor lighting, falling

    boxes, or any situation where staff, products, or technologycan be harmed.

    Example - IT Reorganization Project

    Background

    Contoso, Inc. has initiated a project to reorganize its ITdepartments. Contoso's primary infrastructure is shifting to a

    distributed environment from a centralized one.

    Risk Identification

    Using sound risk management practices, Contoso conducted various

    risk identification discussions to come up with a master risks list.

    Two of those risks are listed in the following table.

    Table: Contoso IT Reorganization Risk ID 0001

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    Business Effect

    Cost, Performance

    Root Cause

    Process

    Risk ID

    0001

    Project ID

    ITREORG010

    Downstream Effect

    Extended service outagesas well as inadequate

    communications regarding

    willstatus of resolutions

    further alienate the

    customer from IT. This will

    enforce the view of IT as

    not being aligned with the

    needs of the business. The

    perceived value of the

    services provided by IT willbe diminished.

    Consequence

    Without acomprehensive,

    shared knowledge

    ase of incidents,b

    problems, and

    resolutions,

    -redundant incident

    management and

    -problem

    management activity

    will be performedthroughout the

    support organization.

    Situation

    Field office support is not acoordinated effort with

    centralized help desk

    s. Often fieldfunction

    support professionals

    respond to and resolve

    incidents without those

    incidents being recorded

    and a knowledge base

    being populated.

    Risk

    Present service deskprocess inefficiencies

    could lead to

    increased cost to

    support current IT

    services.

    Table: Contoso IT Reorganization Risk ID 0002

    Business Effect

    Cost, Performance

    Root Cause

    People, Process

    Risk ID

    0002

    Project ID

    ITREORG010

    Downstream

    Effect

    Service disruptions

    caused by failed

    changes will

    interrupt business

    functions.

    Additionally, failure

    to communicate

    planned downtime

    critical-of mission

    services to users

    and the help desk

    will result inreduced trust in IT.

    Consequence

    Lack of commitment

    to a standard set of

    operationalprocesses will lead to

    business units that

    fail to trust each

    other. Frustration

    between IT groups

    ill occur as systemsw

    under the

    responsibility of one

    group will be

    affected by others

    Situation

    Although change

    management exists

    within some

    groups, a common

    -formal change

    management

    process does not

    exist across all IT

    groups.

    Additionally, some

    changes, when

    reviewed during

    the weekly statusmeeting, have not

    Risk

    Changes

    implemented by

    one IT group could

    negatively affect

    systems and

    services delivered

    by other IT groups.

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    This will force the

    obusiness t

    question the value

    of the current IT

    operations and to

    consider

    outsourcing IT

    functions.

    been properly

    assessed for impact

    ll groups.to a

    Risk Prioritization

    Once these risks were identified, the project team then focused on risk

    prioritization.

    Table: Contoso Prioritization of Risk ID 0001

    Business

    Effect

    Cost,Performance

    Root Cause

    Process

    Risk ID

    0001

    Project ID

    ITREORG010

    Exposure

    3.5

    Impact (1-5)

    5

    Probability

    70%

    Exposure Analysis

    Probability is based on best effort

    analysis of past experience. Impact

    could not be easily measured by

    monetary means. Impact was instead

    5 scale for the risk effect-based on a 1

    on potential service disruption.

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    Table: Contoso Prioritization of Risk ID 0002

    Business Effect

    Cost, Performance

    Root Cause

    Process

    Risk ID

    0002

    Project ID

    ITREORG010

    Exposure

    3.25

    Impact (1-5)

    5

    Probability

    65%

    Exposure Analysis

    Probability is based

    on best effort

    analysis of past

    experience. Impact

    could not be easily

    measured by

    monetary means.

    Impact was instead

    5-based on a 1

    r the riskscale fo

    effect on potential

    service disruption.

    Risk Planning and Tracking

    Risks ID 0001 and ID 0002 were identified as the top risks for the project. They werethe only two risks with an exposure of 3.0 or greater. The project team then went

    through an exercise to devise mitigations, triggers, and contingencies as part of the

    risk planning and tracking step. Project team members were assigned responsibilities

    to continually monitor their risks for potential changes and action items.

    Table: Contoso Tracking of Risk ID 0001

    Project IDITREORG010

    Risk ID0001

    Root CauseProcess

    Business EffectCost, Performance

    Mitigation

    Implement Microsoft

    Operations

    Framework (MOF)

    incident and problem

    management

    processes.

    Coordinate second-

    line and third-line

    support groups.

    Contingencies

    Allocation of

    excessive resources

    to accommodate

    resolution of

    reactive issues.

    Fund the costs of

    increased support

    activities and staff.

    Triggers

    Continual incident

    resolution.

    Repeated problems

    occur.

    Uncoordinated and

    recurring changes.

    Poor average time

    to resolution.

    -----

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    Table: Contoso Tracking of Risk ID 0002

    Business Effect

    Cost, Performance

    Root Cause

    Process

    Risk ID

    0002

    Project ID

    ITREORG010

    ------Triggers

    Information

    gathered during

    project status

    meetings and

    operations

    management

    reviews (OMRs)regarding process

    and service

    outages indicate

    that this risk is

    currently being

    actualized at some

    level.

    Contingencies

    Assign additional

    resources to

    reactive problem

    management.

    Communication to

    customers and

    rs in ause-endprompt, descriptive

    and meaningful

    manner can reduce

    the negative effect

    on customer

    satisfaction.

    Mitigation

    A standard

    formalized and

    communicated

    based change-MOF

    management

    process will be

    implementedacross all IT groups.

    These two risks became the top risks list for the Contoso IT reorganization project.

    These risks were discussed at each OMR and various project status meetings. The

    purpose of this discussion was to discuss the progress of mitigation steps, to

    determine whether triggers were being fulfilled in the environment, and to ensure

    that the probability and impact levels were still properly set. This discussion was vital

    to the project to determine if contingencies identified in the master risks list neededto be acted upon to avoid service disruptions where possible.

    Risk Exposure Analysis

    As the project progressed, various mitigation activities around MOF-based change

    management processes and incident and problem management processes began to

    reduce the probability of these risks occurring. The project team then modified the

    probability, which in turn also reduced the exposure of the risks as noted in the

    following table.

    Table: Contoso Exposure Analysis of Risk ID 0001

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    Business Effect

    Cost, Performance

    Root Cause

    Process

    Risk ID

    0001

    Project ID

    ITREORG010

    Modified

    Exposure

    2

    Impact (1-5)

    5

    Modified

    Probability

    40%

    Modified Exposure

    Analysis

    Probability has

    decreased due to theimplementation of

    based incident-MOF

    and problem

    management

    processes. Original

    probability will be

    in the masterkept

    risks list and risk

    knowledge base for

    historical purposes.

    Table: Contoso Exposure Analysis of Risk ID 0002

    Business Effect

    Cost, Performance

    Root Cause

    Process

    Risk ID

    0001

    Project ID

    ITREORG010

    Modified

    Exposure

    1.75

    Impact (1-5)

    5

    Modified

    Probability

    35%

    Modified

    Exposure Analysis

    Probability has

    decreased due to

    the implementation

    based-of MOF

    changemanagement

    processes. Original

    probability will be

    kept in the master

    risks list and risk

    knowledge base for

    historical purposes.

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    References:

    .Chittister, Clyde & Haimes, Yacov. Assessment and

    Management of Software Technical Risk, IEEE Transactions

    on Systems, Man, and Cybernetics 24, 2 (February 1994):

    187-202

    .Kirkpatrick, Robert J.; Walker, Julie; & Firth, Robert.Software Development Risk Management: An SEI Appraisal,Software Engineering Institute

    Technical Review 2 (CMU/SEI-92-REV). Pittsburgh, Pa.:

    Software Engineering Institute, Carnegie Mellon University,

    1992

    . Higuera, Ronald P.; Dorofee, Audrey J.; Walker, JulieA.; & Williams, Ray

    C. Team Risk Management: A New Model for Customer-Supplier

    Relationships (CMU/SEI-94-SR-005, ADA283987). Pittsburgh, Pa.:

    Software Engineering Institute, Carnegie Mellon University, 1994

    . Haimes, Yacov Y. Hierarchical Holographic Modeling, IEEETransactions

    on Systems, Man, and Cybernetics 11, 9 (September 1981): 606-

    617.

    191..

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