Sometimes in business continuity we end up with such a fierce focus on actions inside the enterprise that we neglect actions directed towards the outside world, and specifically towards our customers.
Ever since marketing figured out that companies could do better by asking customers what they wanted, rather than just trying to tell them, businesses have moved massively to the notion of working backwards from the customer.
How do you measure your IT service success and failure? Performance numbers and metrics can be valuable, because they help you to improve, as well as to defend your IT service management against possible criticism.
Disaster recovery and business continuity are often thought of in terms of floods, fires, explosions and similar physical events. What may be less obvious to BC planners but just as critical to the survival of an organisation are the non-physical events, such as the loss of a major customer or a major change in a…