In this phase, the procedures necessary for the management
of a crisis situation during a serious contingency that affects a certain
center of those included within the initially agreed scope will be defined.
Without prejudice to other scope documentation, the so-called Crisis Management
Manual must be generated as a deliverable from this phase . Another important
document will be the one containing the so-called Recovery Plan .
Crisis Management Manual
The objective of the aforementioned manual is to provide the
organization's crisis management team with a methodology that allows it to face
, in a systematic and homogeneous way, a situation of possible crisis that
affects the scenarios contemplated in the Business Continuity Plan.
We refer to:
1. Unavailability
of the facilities.
2. Mass
unavailability of IT.
3. Unavailability
of key personnel.
This manual also establishes the responsibilities and
displays the alert, communication and decision mechanisms, and procedures for
action in exceptional crisis situations.
The actions to be carried out in the management of crisis
situations contemplate the following procedures:
1. Alert
procedure: procedure by which the different responsible parties are informed
and notified of the existence of an incident depending on the scenario affected
by the contingency.
2. Evaluation
procedure: procedure in which all the activities are described to carry out an
exhaustive evaluation of the incident, once the information on it has been
expanded.
3. Disaster
declaration procedure: procedure that describes the call and meeting of the
Business Continuity Committee or the body constituted for that purpose for the
decision, approval and, if deemed necessary, the implementation of the Recovery
Plans of the affected activities.
In this phase, it will be very operative to have defined the
different bodies in charge of crisis management, as well as their
responsibilities.
As an example, you should have:
1. Permanent
Continuity Committee . Body directly responsible for managing the contingency
situation and directing continuity in general. For the full development of its
functions, this committee may be supported, when deemed necessary, by the
members of the Continuity Support Group. The Permanent Committee must have a
president, the person in charge of Continuity who has been appointed and those
responsible for the different sections.
2. Continuity
Support Group . Its mission will be to collaborate, at the request of the
Permanent Continuity Committee, and within its scope of action, in the
evaluation of the severity and consequences of the contingency, the
articulation of the measures aimed at solving or alleviating the crisis and the
management relevant communications. Likewise, they are ultimately responsible
for the recovery of their critical processes.
3. Communication
team . Its function will be to launch the corresponding communication messages
based on the declared disaster situation. It will be in charge of launching the
messages that, previously defined, should be sent to workers, clients,
suppliers, the media, etc.
Recovery Plan
At this time, it will be when the necessary procedures are
defined for the recovery of those critical processes or services that could be
affected by a serious contingency.
Taking as a premise that each incident that occurs is
different, the actions described in the different procedures are not intended
to cover each and every one of the possible eventualities. Any procedure may
need to be adapted with flexibility and initiative by those responsible for
launching the reactivation procedure, so that an effective response is obtained
to the specific contingency that arises. AND
n the event that a strategy reactivation procedure is not
fully implemented or that there is some aspect of it that is not defined, the
Business Continuity Committee or body designated for this purpose must give the
pertinent indications.
They are about:
1. The
actions to be developed
2. Those
responsible for its execution
3. The
sequence in which they will be performed
4. The time
available for its implementation
The recovery procedures to be developed in this phase could
be classified into three large groups:
1. Recovery
procedure :
1. Employee
coordination procedure. The objective of this procedure will be to summon
critical employees and provide information to the rest of the organization's
employees. This procedure must take into account whether the contingency occurs
during working hours or not, whether or not evacuation of the workplace where
the contingency occurred, etc. is required.
2. Employee
posting procedure. In this procedure, the person designated for it incorporates
the instructions so that the spaces for contingency personnel are enabled and
they are given access to the place where the work is to be carried out, either
in an alternative CPD, in a Work Center alternative, etc.
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