It Crisis Management (2009)
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Crisis Management and Information Technology
Presented by: Jesse Kedy
© 2009 Jesse Kedy
Overview Objective: Be able to discuss the following Characteristics of a Corporate Crisis 9 Crisis Management Communication Goals 9 How to Plan for IT Crisis Management 9 Various Tools Available for IT Crisis Management 9
© 2009 Jesse Kedy
Characteristics of a Corporate Crisis (SELL PISS) o o o o o o o
Surprise Escalating Flow of Events Lack of Information Loss of Control Panic Intense Scrutiny (mainly external) Short Term Focus © 2009 Jesse Kedy
Company Objectives Preserve: Short Term o
Normal IT Operations
Long Term o
Reputation & Credibility (of Company/ Division)
o
Image (of Company / Brand)
o
Healthy Relationship with Environment © 2009 Jesse Kedy
Communication Features of Successful Crisis Management o o o o o
Timing Initiative Responsibility Openness Consistency
What companies do and say… Reach out early and often. Don’t deny it but don’t always accept it Within company and with stakeholders When the company is at stake, have one
voice. o
Honesty
The best policy © 2009 Jesse Kedy
IT Risks Internal o o
Technical Failures: Internal System Crash Human Error: Pouring Coffee on a Mainframe
External o o
o
Intentional: Hacking/ DoS Attack/ Virus Human Error: Service Provider Crash (Electricity; IT; Security) Outsourcing is an IT and Security Risk © 2009 Jesse Kedy
Planning for IT Crisis Management Top 10 Tips to Help you Prepare for an IT Crisis
1. Appoint Chief Security Officer 2. Appoint IT Crisis Response Team & Rehearse 3. Recognize all Internal/ External Risks 4. Search for Weaknesses 5. Determine Priorities (Short vs. Long‐Term) © 2009 Jesse Kedy
Planning for IT Crisis Management Top 10 Tips to Help you Prepare for an IT Crisis (Cont)
6. Learn from Others 7. Develop Specific Plans and Stick to Them 8. During Crisis – Log Everything! 9. Plan to Communicate: Keep People Informed 10. Be Prepared not to be Prepared © 2009 Jesse Kedy
Crisis Management Tools Operations o o
Web‐Based Crisis Management Systems Electronic Data Vaulting and Recovery Systems
Facilities o o o
Central Station Alarms Emergency Power Generation Fire Suppression
Personnel o
Personal Data Assistants © 2009 Jesse Kedy
Presented by: Jesse Kedy
© 2009 Jesse Kedy
Overview Objective: Be able to discuss the following Characteristics of a Corporate Crisis 9 Crisis Management Communication Goals 9 How to Plan for IT Crisis Management 9 Various Tools Available for IT Crisis Management 9
© 2009 Jesse Kedy
Characteristics of a Corporate Crisis (SELL PISS) o o o o o o o
Surprise Escalating Flow of Events Lack of Information Loss of Control Panic Intense Scrutiny (mainly external) Short Term Focus © 2009 Jesse Kedy
Company Objectives Preserve: Short Term o
Normal IT Operations
Long Term o
Reputation & Credibility (of Company/ Division)
o
Image (of Company / Brand)
o
Healthy Relationship with Environment © 2009 Jesse Kedy
Communication Features of Successful Crisis Management o o o o o
Timing Initiative Responsibility Openness Consistency
What companies do and say… Reach out early and often. Don’t deny it but don’t always accept it Within company and with stakeholders When the company is at stake, have one
voice. o
Honesty
The best policy © 2009 Jesse Kedy
IT Risks Internal o o
Technical Failures: Internal System Crash Human Error: Pouring Coffee on a Mainframe
External o o
o
Intentional: Hacking/ DoS Attack/ Virus Human Error: Service Provider Crash (Electricity; IT; Security) Outsourcing is an IT and Security Risk © 2009 Jesse Kedy
Planning for IT Crisis Management Top 10 Tips to Help you Prepare for an IT Crisis
1. Appoint Chief Security Officer 2. Appoint IT Crisis Response Team & Rehearse 3. Recognize all Internal/ External Risks 4. Search for Weaknesses 5. Determine Priorities (Short vs. Long‐Term) © 2009 Jesse Kedy
Planning for IT Crisis Management Top 10 Tips to Help you Prepare for an IT Crisis (Cont)
6. Learn from Others 7. Develop Specific Plans and Stick to Them 8. During Crisis – Log Everything! 9. Plan to Communicate: Keep People Informed 10. Be Prepared not to be Prepared © 2009 Jesse Kedy
Crisis Management Tools Operations o o
Web‐Based Crisis Management Systems Electronic Data Vaulting and Recovery Systems
Facilities o o o
Central Station Alarms Emergency Power Generation Fire Suppression
Personnel o
Personal Data Assistants © 2009 Jesse Kedy
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