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This book is a guide to implementation of World-Class Business Continuity Management within an enterprise. It may be used as a step-by-step guide by those new to Business Continuity Management or dipped into by the more seasoned professional for ideas and updates on specific topics. There is no absolute "right way" to perform business continuity management - although there are plenty of wrong ways. Business Continuity is not rocket science:...

Andrew Hiles was the main driver in the formation of The Business Continuity Institute and his teachings have provided great leadership to our profession. If you only read one Business Continuity book this year, make sure this is it." --Lyndon Bird, FBCI, Technical Director, The Business Continuity Institute (BCI)Discover new ideas and inspiration to build world-class Business Continuity Management from this masterwork that distills Hiles' wis...

Most suppliers lose around 16% of their customers each year. The reason? Poor service - whether perceived or real. Any technology-based support service, whether in-house, contracted or outsourced, stands to be accused of being insensitive to the requirements of its customers (or users). Equally, customers of a support service may have unrealistic expectations of what can be reasonably provided. Service Level Agreements (SLAs) can overcome thes...

More than ever, the basic lesson for business managers and for business continuity professionals is: anything can happen! This book is a guide to best practices in understanding risk and business impact. It provides essential guidance for the identification, management and control of risks confronting businesses --- What might happen? How will our enterprise be affected? What will the impact be? Answering these questions accurately and objecti...