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IT Service Continuity Manager



The IT Service Continuity Manager is responsible for ensuring that the aims of IT Service Continuity Management are met. This includes such tasks and responsibilities as:

  • Performing Business Impact Analyses for all existing and new services
  • Implementing and maintaining the ITSCM process, in accordance with the overall requirements of the organization’s Business Continuity Management process, and representing the IT services function within the Business Continuity Management process
  • Ensuring that all ITSCM plans, risks and activities underpin and align with all BCM plans, risks and activities, and are capable of meeting the agreed and documented targets under any circumstances
  • Performing risk assessment and risk management to prevent disasters where cost-justifiable and where practical
  • Developing and maintaining the organization’s continuity strategy
  • Assessing potential service continuity issues and invoking the Service Continuity Plan if necessary
  • Managing the Service Continuity Plan while it is in operation, including fail-over to a secondary location and restoration to the primary location
  • Performing post mortem reviews of service continuity tests and invocations, and instigating corrective actions where required
  • Developing and managing the ITSCM plans to ensure that, at all times, the recovery objectives of the business can be achieved
  • Ensuring that all IT service areas are prepared and able to respond to an invocation of the continuity plans
  • Maintaining a comprehensive IT testing schedule, including testing all continuity plans in line with business requirements and after every major business change
  • Undertaking quality reviews of all procedures and ensuring that these are incorporated into the testing schedule
  • Communicating and maintaining awareness of ITSCM objectives within the business areas supported and IT service areas
  • Undertaking regular reviews, at least annually, of the Continuity Plans with the business areas to ensure that they accurately reflect the business needs
  • Negotiating and managing contracts with providers of third-party recovery services
  • Assessing changes for their impact on Service Continuity and Continuity Plans
  • Attending CAB meetings when appropriate.

Capacity Manager

A Capacity Manager has responsibility for ensuring that the aims of Capacity Management are met. This includes such tasks as:

  • Ensuring that there is adequate IT capacity to meet required levels of service, and that senior IT management is correctly advised on how to match capacity and demand and to ensure that use of existing capacity is optimized
  • Identifying, with the Service Level Manager, capacity requirements through discussions with the business users
  • Understanding the current usage of the infrastructure and IT services, and the maximum capacity of each component
  • Performing sizing on all proposed new services and systems, possibly using modelling techniques, to ascertain capacity requirements
  • Forecasting future capacity requirements based on business plans, usage trends, sizing of new services, etc.
  • Production, regular review and revision of the Capacity Plan, in line with the organization’s business planning cycle, identifying current usage and forecast requirements during the period covered by the plan
  • Ensuring that appropriate levels of monitoring of resources and system performance are set
  • Analysis of usage and performance data, and reporting on performance against targets contained in SLAs
  • Raising incidents and problems when breaches of capacity or performance thresholds are detected, and assisting with the investigation and diagnosis of capacity-related incidents and problems
  • Identifying and initiating any tuning to be carried out to optimize and improve capacity or performance
  • Identifying and implementing initiatives to improve resource usage – for example, demand management techniques
  • Assessing new technology and its relevance to the organization in terms of performance and cost
  • Being familiar with potential future demand for IT services and assessing this on performance service levels
  • Ensuring that all changes are assessed for their impact on capacity and performance and attending CAB meetings when appropriate
  • Producing regular management reports that include current usage of resources, trends and forecasts
  • Sizing all proposed new services and systems to determine the computer and network resources required, to determine hardware utilization, performance service levels and cost implications
  • Assessing new techniques and hardware and software products for use by Capacity Management that might improve the efficiency and effectiveness of the process
  • Performance testing of new services and systems
  • Reports on service and component performance against targets contained in SLAs
  • Maintaining a knowledge of future demand for IT services and predicting the effects of demand on performance service levels
  • Determining performance service levels that are maintainable and cost-justified
  • Recommending tuning of services and systems, and making recommendations to IT management on the design and use of systems to help ensure optimum use of all hardware and operating system software resources
  • Acting as a focal point for all capacity and performance issues.

Security Manager



The Security Manager is responsible for ensuring that the aims of Information Security Management are met. This includes such tasks and responsibilities as:

  • Developing and maintaining the Information Security Policy and a supporting set of specific policies, ensuring appropriate authorization, commitment and endorsement from senior IT and business management
  • Communicating and publicizing the Information Security Policy to all appropriate parties
  • Ensuring that the Information Security Policy is enforced and adhered to
  • Identifying and classifying IT and information assets (Configuration Items) and the level of control and protection required
  • Assisting with Business Impact Analyses
  • Performing Security Risk Analysis and risk management in conjunction with Availability and IT Service Continuity Management
  • Designing security controls and developing security plans
  • Developing and documenting procedures for operating and maintaining security controls
  • Monitoring and managing all security breaches and handling security incidents, taking remedial action to prevent recurrence wherever possible
  • Reporting, analysing and reducing the impact and volumes of all security incidents in conjunction with Problem Management
  • Promoting education and awareness of security
  • Maintaining a set of security controls and documentation, and regularly reviewing and auditing all security controls and procedures
  • Ensuring all changes are assessed for impact on all security aspects, including the Information Security Policy and security controls, and attending CAB meetings when appropriate
  • Performing security tests
  • Participating in any security reviews arising from security breaches and instigating remedial actions
  • Ensuring that the confidentiality, integrity and availability of the services are maintained at the levels agreed in the SLAs and that they conform to all relevant statutory requirements
  • Ensuring that all access to services by external partners and suppliers is subject to contractual agreements and responsibilities
  • Acting as a focal point for all security issues.

Supplier Manager

The Supplier Manager has responsibility for ensuring that the aims of Supplier Management are met. This includes tasks such as:





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