KeyBank Presents Critical Incident at itSMF

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    26-Feb-2016
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KeyBank Presents Critical Incident at itSMF. Business Continuity. Crisis Leadership. Cyber Information Security. Technology & Operations Critical Incident. KeyBank Presents Critical Incident at itSMF. Engage Business Continuity & Cyber Security as needed. - PowerPoint PPT Presentation

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CrisisLeadershipBusiness ContinuityTechnology & OperationsCritical IncidentCyber Information SecurityKeyBank Presents Critical Incident at itSMF 2

KeyBank Presents Critical Incident at itSMF Engage Business Continuity & Cyber Security as needed3

KeyBank Presents Critical Incident at itSMF 4Metrics: Add (not reduce) Value

Some measures can drive undesirable results through behavior

SLA in Incident Response can introduce riskFocus on missing a targeted restoration instead of the restoration itselfReduction of Risk assessment to hurry if approaching a deadlineWait if assumption is an easy fixOwnership is blame over opportunity & knowledgeRisk of unidentified trends when looking at Enterprise metrics cut into parts of the whole

The Right Metrics & Goals

Enterprise Level Measures for Process Maturity & ImprovementCritical Incident Response is an ASAP while managing risk model through removal of the term SLAFocus on restorationRisk is weighed against potential restoration effortsDecisions for business not numbersOwnership is opportunity to better support a line of businessTrend Analysis remains to identify trouble areasReporting & Analysis is moving to impact over cause to improve reliability of platforms as a wholeKeyBank Presents Critical Incident at itSMF