microsoft licensing business continuity plan

BUSINESS CONTINUITY MANAGEMENTBUSINESS CONTINUITY MANAGEMENT

Emergency Response Guide Report

Prepared by the University of Nevada, RenoCollege of Business Administration

Melissa DeAngeloJeremy DingSean Findley Gene GoettingKern Herron

Mackenzie HeysElaine Noble

Samson MalchiEllen O’Rourke

Mallory Principe

December 7, 2010 A UNR & MSLI Collaboration 1


MSLI Reno, Nevada Functions

• MSLI in Reno, NV– Volume Licensing– Commercial Licensing– Original Equipment

Manufacturing – Entertainment and

Devices



The Project

• Building Upon the Relationship Between UNR and MSLI

• Utilize Graduate Level Experience• Analysis of Current MSLI BCM• Focus on Key Support Departments– Help Desk– Data Center



Help Desk• 7 Direct Employees• Infrastructure Systems– Computers– Network

• Work Through Tickets• May Complete 70% of Work Tasks Remotely• Global Help Desk Support• 28 IT Personnel Possible Additional Support Staff



Data Center• Two Data Center Locations– Reno, Nevada– Phoenix, Arizona– Failover to Quincy, Idaho

• Employees– 14 Employees– 1 Team Lead at Each Location– 1 Operations Manager Located in Phoenix

• 75% of Work is Completed On Site



Benefits

• Mitigate Risk• Minimize Down Time• Failover Procedures• Safety of Employees



Success Factors

• Communication to all Stakeholders• Training on the BCP prior to an incident• Exercised annually with results documented • BCM Plan updated as needed to reflect results• Chain of Command



What Has Been Done

• Management is the Main Champion• Establishment of BCM headed by Michael

Bateman• Strong Commitment to Business Continuity



Components of BCM

• Incident Management Plan• Emergency Response Plan• IT Systems Recovery• Pandemic Response• Business Continuity Plan


BCM

Incident Management

Plan

Emergency Response

Plan

IT Systems Recovery

Pandemic Response

Business Continuity

Plans

Strategic Document:- Defines Chain of Command- Internal Communication- External Communication

- Ensuring Life and Safety of the Workforce

- Damage Control and Assessment

- Network Recovery- Hardware Recovery- Software Recovery- Data Recovery- Information Security Recovery

- Identification of Pandemic- Communication- Response and Escalation

Tactical Document:- Workforce Recovery- Worksite Recovery- Infrastructure Recovery


Organizational Structure

• Necessary for Assessment and Incident Control• Manage Significant and Major Disruptions• Site Recovery Leader• Functional Recovery Leader• OEM/Commercial Business Recovery Leader• Incident Management Team


Organizational Structure

Site Recovery Leader

Pri: Robert BarrettAlt: Mary Ellen Smith

Incident Management TeamChair Person: Brian W. Moore

Finance: Jaron ChatterleyFacilities: Gary Souza

BCP Coordinator: Michael BatemanAdministration: Rachael Jones

Human Resources: Guinevere MaxwellIT: Kyle Kittell (Pri); Tom Fullerton (Alt)Vendor Coordination: Jaron Chatterley

OEM Business Recovery Leader

Pri: John SolheimAlt: Mike Leonard

Com Ops Business Recovery Leader

Pri: Jeff ParisAlt: John Pompei

Recovery Project

ManagerPri: Michael Bateman

Alt: Steve Agnor

CRMT Team

LeaderPri: Andy GagnonAlt: Josh Reimer

Supply Chain Team

LeaderPri: Mary Lout Testa

Alt: Michael Fisher

OEM ASM Team

LeaderPri: Mark JorgensenAlt: Mark O’Conner

Channel Mgmt Team

LeaderPri: Dave

HollanAlt: Kelly Dewey

Com Ops ASM

LeaderPri: Mark O’ConnerAlt: Mark Jorgensen

NAOC Channel Mgmt Team

LeaderPri: Cindy

HealyAlt: Kevin Guertin

LOC Channel

Mgmt Team Leader

Pri: Carlos Henrique

FrancaAlt: Joca Teixeira

Customer Ops

Team Leader

Pri: Mesfin Felleke

Alt: Sandy Wall

CRMT Recovery

Team

Supply Chain

RecoveryTeam

OEM ASM Recovery

Team

Channel Mgmt

Recovery Team

Com. Ops ASM

Recovery Team

NAOC Channel Mgmt

Recovery Team

LOC Channel Mgmt

Recovery Team

Customer Ops

Recovery Team

OEM Rev. Rec. & Acct

Team LeaderPri: TBDAlt: TBD

OEM Rev. Rec & AcctRecovery

Team

Com Rev. Rec. & Acct

Team LeaderPri: TBDAlt: TBD

Com Rev. Rec. & AcctRecovery

Team


Mobile Worksite Recovery

• Four 53-foot trailers• 75-80 hour turn-around time• 50 seats per trailer for key employees



Mobile Worksite Recovery

• On-board Generator and Air Conditioning• Pre-wired LAN and Voice Connectivity• Satellite Access• Workspace Seats• Voice Recovery• Wireless Access



Tactical Documentation

• Consistency with Current BCM plan• Areas of Continuity

– Workforce– Worksite– Infrastructure

• Disruption Levels– Yellow—Minor – Orange—Significant– Red—Major


BUSINESS CONTINUITY MANAGEMENT

Threat Analysis Matrix• Business Disruption Severity Levels• Internal and External Threats• Impacts Workforce, Worksite and/or

Infrastructure


December 7, 2010 17A UNR & MSLI Collaboration

BUSINESS CONTINUITY MANAGEMENT

Emergency Response Guide Cards• Quick Reference Guide• Incident Examples• Who May Be Affected?• Who Can Help?• What Might Be Affected?• What Can Be Done?



Recommendations• Organizational Table Top Exercises• Consider Incident Assembly Area• Data Center Global Failover Exercises• Establish Ticket Prioritization Procedure• Cross Train IT and Help Desk Staff• Consider Local Alternatives to Mobile Worksite

Recovery System• Establish Alternative Communication Systems



Special Thanks

• MSLI• UNR College of

Business Administration

• Individuals– Tom Fullerton– Michael Bateman– Jeremy Ghisletta– Mike Colgero– Robert Troyer– James Thompson



Questions?


microsoft licensing business continuity plan

Business

unr msli collaboration

business continuitydecember

unr andmsli

software recovery response

nevada functions msli

tbd alt

carlos leader pri

mary pri