Let’s face it. Business continuity professionals have an all too common problem to overcome with regards to effective incident management: it’s disconnected.

During a testing exercise or actual incident, have your responders ever asked, “What am I supposed to do?” As a program coordinator or administrator, have you struggled to facilitate real-time communications? When orchestrating an event, have you felt the pressure of prioritizing time-sensitive tasks impacting continued operations?

If you answered yes to any of these scenarios, you’re not alone. Each of these scenarios stem from the same problems and many incident management teams struggle to manage:

  • Disconnected Data: One-off, standalone applications, such as Word, Excel, or SharePoint, “trap” data into silos, where it cannot be fully leveraged at the time of incident.
  • Disconnected Recovery Efforts: By not having a centralized command structure view and a common integrated incident recovery workflow, real time actions are dispersed and ineffective.
  • Disconnected Plans:  Many business continuity plans are outdated and cumbersome. Static PDFs or binders on a shelf are often abandoned during an incident because valuable time is wasted trying to identify the tasks that need to be performed.
  •  Disconnected Teams: Due to a lack of effective, real-time communication channels such as waiting for team members to join conference bridges, you lose valuable time as the ‘boots on the ground’ responders struggle to know who is doing what and when.

So, what do these problems affecting recovery efforts at the time of an incident or test leave us with: The Disconnected Dilemma.

The Disconnected Dilemma

These “disconnected” problems result in two undesirable alternatives. You’ll find that to effectively manage incidents, either:

  1. Incident Coordinators must do more work marshalling resources, coordinating communications, and understanding how a recovery is progressing.


  1. Your responders get bogged down identifying tasks to perform, confirming tasks, and communicating back updates, rather than taking action.

Neither of these outcomes are ideal, especially when an incident is in progress and the resiliency of your business depends on fast and effective action.

 Facing the Dilemma

The good news is that this dilemma is often self- inflicted and these impediments can easily be addressed by:

  • Ensuring seamless, information-rich two-way communications between coordinators and teams
  • Offerings up-to-the minute visibility into prioritized tasks
  • Having an easier way to update coordinators on task progress that allows responders to remain engaged without additional distraction

In support of these activities, Sungard Availability Services offers a one-stop solution through its  AssuranceCM software.  To allow you to achieve these incident management best practices much more easily, we’ll be unveiling our brand new mobile app in a few short weeks.

Armed with the new mobile app, you can connect responders to tasks, as they in turn provide you updates that feed back to the Command Center, bringing you and your teams together at just the right time by facilitating better communication while recovering.

By facing the disconnected dilemma head on with the help of the Assurance Software community, you’ll be finding a way to successfully promote the resiliency of your organization.

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Topics: Incident Management

Assurance Software

Written by Assurance Software

Assurance Software takes your company’s enterprise-wide business continuity and resiliency program to the next level. AssuranceCM and AssuranceNM work together to allow your business to manage recovery seamlessly – protecting every aspect of your business.

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