IT Operations Continuity Resource Planning

1
IT Operations Continuity Resource Planning

• Tom Simmons
• Deloitte Touche Tohmatsu
• Business Preparedness for Pandemic Influenza
• February 5-6, 2007

2
Background

• Deloitte organization of member firms around the
  world
• Audit, tax, consulting and financial advisory
  services
• Over 135,000 professionals
• Nearly 150 countries

3
Information Management Structure

• Global and member firm IT structure
• Compliment business processes
• Global applications common to all firms
• Member firm applications focus on country
  execution
• Global application high availability
• Philadelphia and London data centers - 724365
  availability
• Help Desk - Prague
• Knowledge management, client collaboration,
  independence, risk management, revenue reporting,
  practice management external website, e-mail
  backbone
• Continuity Objectives
• Tiered structure
• Continuous availability replication
• Ready and available hardware

4
Resource Continuity Project

• Charter
• Develop a plan that provides for the resources
  required to maintain continual operational
  availability of Deloitte global applications and
  infrastructure in the event of an unplanned staff
  reduction
• Scope
• Deloitte global applications and infrastructure
  services
• Aligned with the Deloitte Global Security Office
  pandemic response plans
• Focuses on ways to reduce or eliminate resource
  dependencies

5
Methodology

• Categorize all operating tasks within one of four
  operating quadrants
• Supporting Break and fix oriented tasks user
  issues application outage, etc
• Operating Task needed to keep the wheels turning
  -- backups, routine jobs, admin work
• Changing Application updates, small code drops
  hardware renewal
• Optimizing Large projects, version upgrade,
  performance management
• Determine in which quadrant the critical tasks
  are located
• What type of work will we focus on in the event
  of a crisis
• What type of work can we stop doing without
  affecting our services
• Determine amount of time spent on activities from
  within each quadrant
• Calculate how many FTEs are assigned to each
  quadrant
• Determine how many FTEs can be reassigned to
  other functions.

6
Impact Summary
7
Geographic Skill Matrix Overview
8
Threat Level Related to Action Plan
9
Individual Skill Matrix Overview
Blank No experience 1 limited experience 2
some experience - basic knowledge 3 good
experience - can do configuration setup, some
basic troubleshooting 4 strong experience -
strong troubleshooting, configuration, setup
skills 5 very strong experience - configure,
troubleshoot - go to person
10
Whats next

• Develop education plan for all staff to ensure
  understanding of crisis plan
• Establish means to train staff to undertake
  responsibilities of those impacted in a pandemic
• Assess any education or HR conflicts between
  global IT plan and member firm plans
• Provide training to other resources where skills
  are sparse