IT Service Continuity Management (ITSCM) Training Course

Introduction

In the contemporary business landscape, information technology is not merely a support function; it is the backbone of virtually all critical business operations. Any significant disruption to IT services – whether from hardware failures, software glitches, network outages, cyberattacks, or natural disasters – can lead to immediate and widespread operational paralysis, severe financial losses, erosion of customer trust, and significant reputational damage. While broader Business Continuity Management (BCM) focuses on the entire organization, IT Service Continuity Management (ITSCM) specifically addresses the resilience and recovery of the technology infrastructure, applications, and data that underpin core business processes. It ensures that essential IT services can be restored or resumed within pre-defined timeframes, minimizing the impact of disruptions. Our intensive 10-day "IT Service Continuity Management (ITSCM)" training course is meticulously designed to equip IT professionals, system administrators, network engineers, BCM practitioners, and service managers with the specialized knowledge and practical skills required to design, implement, and manage robust ITSCM processes that guarantee the continuous availability and recoverability of critical IT services.

This comprehensive program will guide participants through the entire ITSCM lifecycle, from understanding business continuity requirements and performing IT-focused business impact analyses to designing resilient IT architectures, implementing effective recovery strategies, and rigorously testing and maintaining IT service continuity plans. You will learn to align IT recovery objectives with broader business RTOs and RPOs, manage third-party IT service provider risks, and leverage best practices from frameworks like ITIL and ISO 22301. By the end of this course, you will be proficient in establishing a mature ITSCM capability that not only safeguards your organization's IT assets but also directly contributes to overall business resilience and sustained operational excellence.

Duration

10 Days

Target Audience

The "IT Service Continuity Management (ITSCM)" training course is essential for a wide range of IT professionals and BCM practitioners who are responsible for the availability, resilience, and recovery of an organization's IT services and infrastructure. This includes:

  • IT Directors and Managers: Overseeing IT operations, infrastructure, and service delivery.
  • System Administrators: Managing servers, operating systems, and applications.
  • Network Engineers: Responsible for network infrastructure resilience.
  • Database Administrators (DBAs): Ensuring database availability and recoverability.
  • Application Owners and Developers: Designing resilient applications and understanding recovery requirements.
  • Business Continuity Managers/Coordinators: Integrating IT recovery into broader BCM plans.
  • Disaster Recovery Specialists: Focused on the technical recovery of IT systems.
  • Service Delivery Managers: Ensuring continuity of IT services to business users.
  • IT Operations Staff: Involved in day-to-day IT support and incident management.
  • Internal Auditors: Assessing the effectiveness and compliance of ITSCM processes.

Course Objectives

Upon successful completion of the "IT Service Continuity Management (ITSCM)" training course, participants will be able to:

  • Understand the fundamental principles and importance of IT Service Continuity Management within the broader BCM framework.
  • Align IT recovery objectives (RTOs, RPOs) with critical business process requirements.
  • Conduct an IT-focused Business Impact Analysis (BIA) to identify critical IT services and their dependencies.
  • Design and implement resilient IT architectures and recovery strategies (e.g., redundant systems, data replication).
  • Develop comprehensive IT Service Continuity Plans (ITSCPs) and Disaster Recovery Plans (DRPs).
  • Master data backup and restoration procedures for various IT components (servers, networks, applications, databases).
  • Plan and execute rigorous testing and exercising of ITSCM plans to validate recoverability.
  • Manage the ongoing maintenance, review, and improvement of the ITSCM program.
  • Understand the role of ITSCM in managing third-party IT service provider risks.
  • Contribute significantly to enhancing organizational resilience by ensuring IT service availability and recoverability.

Course Modules

Module 1: Introduction to IT Service Continuity Management (ITSCM)

  • Defining ITSCM and its relationship with IT Service Management (ITSM) and Business Continuity Management (BCM).
  • The critical role of IT in business operations and the impact of IT service disruption.
  • Key terms and concepts: RTO, RPO, MTPD, MTBF, MTTR, High Availability, Disaster Recovery.
  • Benefits of a mature ITSCM capability: reduced downtime, improved reputation, compliance.
  • Overview of ITSCM frameworks and standards (e.g., ITIL, ISO 22301, NIST).

Module 2: ITSCM Policy, Scope & Governance

  • Developing an ITSCM policy aligned with organizational BCM policy and IT strategy.
  • Defining the scope of ITSCM: critical IT services, infrastructure, applications, data.
  • Establishing ITSCM governance structure, roles, and responsibilities (e.g., IT continuity lead, DR teams).
  • Securing executive sponsorship and budget for ITSCM initiatives.
  • Integrating ITSCM with overall IT service management processes (Incident, Problem, Change Management).

Module 3: IT-Focused Business Impact Analysis (BIA)

  • Conducting a detailed BIA from an IT perspective to identify critical IT services supporting business processes.
  • Determining the RTO and RPO for each critical IT service and its underlying components (applications, infrastructure, data).
  • Mapping dependencies between IT services, business processes, and external providers.
  • Assessing the impact of IT service unavailability on business operations, financial, and reputational aspects.
  • Prioritizing IT services for recovery based on their criticality.

Module 4: IT Service Continuity Strategy Development

  • Designing recovery strategies for critical IT services based on RTO/RPO requirements.
  • Exploring various recovery options: hot sites, warm sites, cold sites, cloud-based DR.
  • Strategies for data replication (synchronous, asynchronous) and data backup.
  • Considering platform recovery strategies: physical servers, virtualization, containerization.
  • Developing strategies for network and telecommunications recovery.

Module 5: IT Service Continuity Plan (ITSCP) & Disaster Recovery Plan (DRP) Development

  • Structuring comprehensive ITSCPs and DRPs.
  • Developing detailed recovery procedures for critical applications, databases, and infrastructure.
  • Creating runbooks, checklists, and contact lists for IT recovery teams.
  • Defining roles and responsibilities for IT recovery personnel.
  • Ensuring plans are actionable, clear, and easy to follow during a crisis.

Module 6: Data Backup & Restoration within ITSCM

  • Best practices for data backup scheduling, types, and media management.
  • Implementing secure and immutable backups to protect against cyber threats (e.g., ransomware).
  • Strategies for offsite data storage and data vaulting.
  • Detailed procedures for data restoration and integrity verification.
  • Managing data retention policies and compliance requirements.

Module 7: Network & Infrastructure Resilience

  • Designing redundant network architectures (e.g., dual ISPs, redundant core switches).
  • Implementing resilient power infrastructure (UPS, generators).
  • Strategies for facility hardening and environmental controls for data centers.
  • Ensuring telecommunications continuity (e.g., diverse routing, alternate carriers).
  • The role of cloud networking in enhancing IT resilience.

Module 8: Third-Party & Vendor ITSCM Management

  • Assessing the ITSCM capabilities of critical IT service providers and vendors.
  • Integrating third-party recovery plans with internal ITSCPs.
  • Developing robust contractual agreements that include BCM/ITSCM clauses.
  • Monitoring vendor performance and compliance with continuity requirements.
  • Strategies for managing vendor lock-in and single points of failure.

Module 9: Testing, Exercising & Validation of ITSCM Plans

  • Designing a comprehensive ITSCM testing program (e.g., walkthroughs, simulations, cutover tests).
  • Conducting regular and realistic DR drills and exercises.
  • Measuring RTO and RPO achievement during tests and identifying deviations.
  • Documenting test results, lessons learned, and corrective action plans (CAPs).
  • Reporting on ITSCM test effectiveness to management and stakeholders.

Module 10: ITSCM Maintenance, Audit & Continuous Improvement

  • Establishing a systematic review and update cycle for all ITSCM documentation.
  • Managing changes to IT infrastructure, applications, and services that impact ITSCM plans.
  • Conducting internal and external audits of the ITSCM program.
  • Implementing a robust post-incident review process for real-world IT disruptions.
  • Fostering a culture of IT resilience and continuous improvement.

CERTIFICATION

  • Upon successful completion of this training, participants will be issued with Macskills Training and Development Institute Certificate

TRAINING VENUE

  • Training will be held at Macskills Training Centre. We also tailor make the training upon request at different locations across the world.

AIRPORT PICK UP AND ACCOMMODATION

  • Airport pick up and accommodation is arranged upon request

TERMS OF PAYMENT

  • Payment should be made to Macskills Development Institute bank account before the start of the training and receipts sent to info@macskillsdevelopment.com

 

It Service Continuity Management (itscm) Training Course in Kenya
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