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KeyBank Presents Critical Incident at itSMF

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.

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KeyBank Presents Critical Incident at itSMF

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  1. KeyBank Presents Critical Incident at itSMF Business Continuity Crisis Leadership Cyber Information Security Technology & Operations Critical Incident

  2. KeyBank Presents Critical Incident at itSMF Engage Business Continuity & Cyber Security as needed

  3. KeyBank Presents Critical Incident at itSMF

  4. KeyBank Presents Critical Incident at itSMF Metrics: Add (not reduce) Value Some measures can drive undesirable results through behavior • SLA in Incident Response can introduce risk • Focus on missing a targeted restoration instead of the restoration itself • Reduction of Risk assessment to hurry if approaching a deadline • Wait if assumption is an easy fix • Ownership is blame over opportunity & knowledge • Risk of unidentified trends when looking at Enterprise metrics cut into parts of the whole The Right Metrics & Goals • Enterprise Level Measures for Process Maturity & Improvement • Critical Incident Response is an ASAP while managing risk model through removal of the term “SLA” • Focus on restoration • Risk is weighed against potential restoration efforts • Decisions for business not numbers • Ownership is opportunity to better support a line of business • Trend Analysis remains to identify trouble areas • Reporting & Analysis is moving to impact over cause to improve reliability of platforms as a whole

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