See ISBN #1-931332-42-8 for the 2007 printing of this business continuity/disaster recovery classic book.

Disaster Recovery Testing

Business & Money

Philip Jan Rothstein

FBCI

Management & Leadership

Rothstein Associates Inc.

NEW EDITION AVAILABLE! See 1-931332-21-5 for the expanded, updated Third Edition. This popular book gives you a comprehensive, step-by-step outline filled with precise instructions, risk and business impact analysis guidelines and forms for creating your business continuity blueprint. It serves as a workbook for those organizing a plan, and as a guidebook for those responsible for implementation. Clear and complete, Business Continuity Planning will prove an invaluable resource and guide for managers, owners and planning coordinators.

Business Continuity Planning, 2000 Edition : A Step-By-Step Guide With Planning Forms on CD-ROM (English, Spanish, French, Italian, German, Japanese, ... Gujarati, Bengali and Korean Edition)

Kenneth L. Fulmer

Covering all aspects of Information Technology Service Level Agreements (SLA's), this essential manual is a step-by-step guide to designing, negotiating and implementing SLA's into your organization. It reviews the disadvantages and advantages, gives clear guidance on what types are appropriate, how to set up SLA's and to control them. An invaluable aid to IT managers, data center managers, computer services, systems and operations managers. This unique, comprehensive guide is a major update of Andrew Hiles' landmark 1991 guide to Service Level Agreements.

Complete Guide to IT Service Level Agreements: Matching Service Quality to Business Needs (1999/2000 EDITION)

Hiles, Andrew

Industries

This book holds the key to creating enduring, satisfying and profitable relationships between customer and supplier. It shows how both internal and external services and supply can be aligned to meet business vision, mission, goals, critical success factors and key performance indicators. The techniques described will help you balance service cost against quality, leading to competitive advantage and business success. They can be applied to any industry, to any supply or support service. They have been used by leading companies internationally - and they work!

Service Level Agreements: Winning A Competitive Edge for Support & Supply Services

SEE 1931332452 for the 2008 Edition!    ==========================    Previously, the thought of developing a Service Level Agreement was a daunting prospect. No more. SLA FRAMEWORK TM brings together the critical elements needed to build a Service Level Agreement. All you do is choose the plan elements you require, load them into a standard word processor, edit them to your specifications, and you're done! It's that simple. No programming experience required. SLA FRAMEWORK(tm) is easy to operate. It will save you days, weeks, possibly even months of valuable time. Now every I.T. Service professional can have effective SLAs! As part of our ongoing commitment to support SLA FRAMEWORK TM, we encourage your comments and suggestions. Future updates will incorporate your input. After all, that's how SLA FRAMEWORK TM was inspired - by service professionals like you! In fact, future updates for those who purchase a complete system will cost a fraction of the original product. That's just another way we'll keep your costs for SLAs as low as possible. Getting started with SLA FRAMEWORK TM is easy. Simply copy the SLA FRAMEWORK TM files onto a subdirectory designated for Service Level Agreement development. Simply use the files you desire, and customise them to your specifications using Word 97 or any compatible word processing software.

SLA Framework CD-ROM: Service Level Agreements Framework

Andrew Hiles

This volume came about as a result of the authors' own practical experience in Help Desk operation and management and of hundreds of workshops the authors have conducted world-wide over the last fifteen years. It is intended to be a practical reference guide, but the suggestions, checklists and templates all need to be interpreted and amended in the light of the culture, technology, service maturity and constraints of each individual organization. Delegates frequently ask us: "What is the best Help Desk software package?" or "What is the best way to set up a Help Desk?" Our only response has to be "Best for whom? It all depends." A key objective of this book is to show how and why "It all depends" and to provide readers with the best possible information on which to understand and evaluate options and to select the best - for them. If there is one thing we have learned over the last years, it is this: Good service has no history. Bad service has infinite history. Based on extensive feedback from delegates from most of the Fortune 1,000 companies who have attended courses presented through Frost & Sullivan (Europe), AIC (South Africa), Monadnock (UK), The Infomatics Resource Centre (UK), IIR (UK), Digital Equipment (UK), Logtel (South America), CEL (Asia Pacific), UPMOCL (Middle East), Finborough Seminars, as well as delegates of in-company training for organizations like Dow Europe (Switzerland), The Intervention Board, BP, Shell International Petroleum, Logica (UK), Arthur Andersen (UK), Rolls Royce (UK), Global One (Germany and USA), Caterpillar (Switzerland), GAK (Netherlands), European Commission (Belgium), Transnet (South Africa), Sun Valley (UK), Nikon Precision (UK).

Creating A Customer-Focused Help Desk: How to Win and Keep Your Customers

Gunn, Yvonne

The HELP DESK FRAMEWORK CD-ROM contains: - Help Desk Handbook - Power Help Desk - A sample Desktop Support SLA that was a work product of a $25,000 consulting engagement - A unique Customer Satisfaction Survey - AND A BONUS - - Help Desk PowerPoint Courseware - from a $1,500 seminar!

Help Desk Framework CD-ROM: How to Win and Keep Your Customers

Gunn, Andrew Hiles Yvonne

This book examines business continuity planning as adapted to encompass the requirements of The Health Care Portability and Accountability Act of 1996, or HIPAA. We examine the typical business continuity planning model and highlight how the special requirements of HIPAA have shifted the emphasis. The layout of this book was designed to afford assistance, hints, and templates to the person charged with the task of implementing business continuity planning into a healthcare organization. You will notice that this book does not address Emergency Management (building evacuations and other immediate response procedures) because this is outside the scope of the HIPAA regulations. Upon reading and re-reading the HIPAA regulations and the "Comments and Responses" in the federal register, it becomes quite evident that the "Contingency Plan" (read Business Continuity Plan) requirements were written by those looking to protect health information data. That being said, many of the examples that I use in this book relate to information technology and disaster recovery (recovery of computer capabili-ties). What is also important, and that I try to emphasize throughout the book, is that recovering the com-puter systems of a health care organization will not necessarily get it operational again after a disaster; a multitude of other production components must be present in order to deliver services and products to customers/patients. Where appropriate, I have identified procedures and strategies that are unique to healthcare provider organizations. If not so indicated, it can be assumed that I am referring to healthcare organizations in general. The audience for whom I have designed this book are the people who are responsible for implementing a plan in a healthcare organization that comes under the scope of the HIPAA regulations. At first reading, the book may appear to be an exact template to be used to design a business continuity plan. What I hope that you will get out of the book (perhaps on a reread once you are into the planning project) is that this is a pencil outline on a canvas and that your insights and knowledge of your healthcare organization will add the color that will make it a masterpiece. What you will notice in this book is that we present an approach that is similar to traditional business continuity planning. This is done purposefully. The basic business continuity planning model looks to protect and/or recover all critical components of production. This model assumes an industry-specific nature not by changing the model itself, but by placing greater emphasis on the protection and recovery of those production resources that characterize that industry. In our view, "thinking outside the box" is only required if the box was ill-conceived in the first place. This book includes the special precautions and procedures that address the unique concerns of HIPAA, but it will present them along with the other business components in order to emphasis the need to take a holistic approach when constructing and maintaining a business continuity plan.

Business Continuity Planning and HIPAA: Business Continuity Management in the Health Care Environment

Barnes, James C.

Root Cause Analysis Handbook: A Guide to Effective Incident Investigation presents a proven system designed for investigating, categorizing, and ultimately eliminating, root causes of incidents with safety, health, environmental, quality, reliability, and production-process impacts. Defined as a tool to help investigators describe what happened, to determine how it happened, and to understand why it happened, the Root Cause Analysis System enables businesses to generate specific, concrete recommendations for preventing incident recurrences. Using the factual data of the incident, the system also allows quality, safety, and risk and reliability managers an opportunity to implement more reliable and more cost-effective policies that result in major, long-term opportunities for improvement. Such process improvements increase a business' ability to recover from and prevent disasters with both financial and health-and-safety implications. Special features include a 17 inch by 22 inch pull-out Root Cause Map, a powerful tool for identifying and coding root causes. The book helps readers to understand why root causes are important, to identify and define inherent problems, to collect data for problem solving, to analyze data for root causes, and to generate practical recommendations. This is a new printing of the 2000 edition of this book. August, 2008: The Third Edition of this book is now available. Search on ISBN # 1931332517.

Root Cause Analysis Handbook: A Guide to Effective Incident Investigation

ABS Consulting

Reference

This comprehensive how-to guide captures the distilled wisdom and experience of Jim Burtles, a founding fellow of the Business Continuity Institute; an internationally renowned figure in business continuity with over 30 years of experience and teaching across 22 countries; and a veteran of practical experience that includes recovery work with victims of events such as bombings, earthquakes, storms and fires, along with technical assistance/ support in more than 90 disasters, and advice/guidance for clients in over 200 emergency situations. As such, this book is a gold mine of practical information, based on solid theoretical underpinnings. It is an ideal combination of the practice of business continuity - standards, best practices, global perspectives - and, the process of business continuity - planning, development, implementation, and maintenance. Jim presents a clear picture of not only how to do what needs to be done, but why. By striking a balance between theory and practice, Jim's approach makes the reader's job much easier and more effective. Illustrated with numerous charts, forms and checklists, the book covers business continuity management from start to finish: understanding risks; assessing impact and developing a Business Impact Analysis; choosing contingency strategies; emergency response processes and procedures; salvage and restoration; disaster recovery; developing business continuity plans, including those for business continuity, emergency response, crisis management, function restoration, and disaster recovery; maintaining long term continuity; reviewing and auditing plans; exercising and testing plans; crisis management; dealing with various personnel issues before, during and after a crisis; and working with a variety of agencies and people, including local authorities, regulators, insurers, fire and rescue personnel, and neighbors. This comprehensive reference based on years of practical experience will ensure that the reader is in a position to engage in all of the activities associated with the development, delivery, exercise and maintenance of a business continuity program. There is a glossary of 90 business continuity terms. The accompanying downloadable BCP Tool Kit has 24 planning and analysis tools, including sample plans for evacuation, emergency response, and crisis management; scripts and plot development tools for creating exercises to test and audit plans; analysis tools for fire exposure, service impact, resource requirements, etc. It also includes checklists, case studies, and Web references.
In addition to those highlighted above, this book includes additional important features: Ideal for senior undergraduate, MBA, certificate, and corporate training programs. Chapter overviews and conclusions; charts, graphs and checklists throughout Glossy of 90 business continuity terms. Downloadable Business Continuity Tool Kit, including templates of a sample business continuity plan, evacuation plan, emergency response plan, crisis management plan; case studies and exercises; student assignments; Websites; reader self-assessment. Instructor Materials, including PowerPoint slides, Syllabus and Instructor's Manual for 8-week course, with emphasis on student role playing. Author is a business continuity management pioneer and legend Develop a comprehensive Business Continuity Plan by tapping into global knowledge base of Jim Burtles, recipient of The Business Continuity Institute's Lifetime Achievement Award, pioneer with 30 years experience in 22 countries, 90 disasters, 200 emergencies. Downloads include case studies, forms, checklists, sample plans, Instructor Resources."An invaluable, comprehensive and practical guide to assist companies of all sizes with their Business Continuity Planning - 
The Business Continuity Group

Principles and Practice of Business Continuity: Tools and Techniques

Jim Burtles

Insurance

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