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Service Continuity Management


How to calculate
How to use it
Recovery Time Objective (RTO) Compliance
Recovery plans, incident logs
Percentage of recoveries within the RTO
Measure compliance with targeted recovery timelines to ensure business continuity
Recovery Point Objective (RPO) Compliance
Backup systems, recovery plans
Percentage of data restored within the RPO limits
Ensure that data loss during recovery is within acceptable thresholds
Business Impact Analysis (BIA) Currency
BIA documents
Age of the latest BIA
Ensure that the BIA is current and reflects the most accurate business needs and processes
Test Success Rate
Continuity plan testing records
Successful tests / Total tests conducted
Measure the effectiveness of continuity plans through testing
Incident Recovery Speed
Incident management system
Average time to recover critical services
Monitor the speed at which services are restored following an incident
Service Continuity Plan Updates
Continuity plan documents
Number of updates to continuity plans per year
Track how frequently continuity plans are updated to reflect changing business requirements
Continuity Plan Coverage
Service catalog, continuity plans
Percentage of critical services covered by plans
Assess the extent of continuity planning across all critical services
Resource Availability
Resource inventory, test reports
Availability of essential resources during tests
Ensure availability of necessary resources for effective recovery and continuity
Supplier Continuity Arrangements
Supplier contracts, service agreements
Number of suppliers with continuity arrangements
Evaluate the readiness of suppliers to support continuity objectives
Training and Awareness Levels
Training records, HR reports
Percentage of staff trained in continuity roles
Measure the effectiveness of training programs in preparing staff for continuity roles
Stakeholder Communication Effectiveness
Stakeholder surveys, communication logs
Stakeholder satisfaction with communication
Assess how effectively communication is managed with stakeholders during a disruption
Cost of Continuity Provision
Financial records
Total cost of maintaining continuity capabilities
Evaluate the financial investment in maintaining continuity capabilities
Audit Compliance
Audit reports
Number of compliance issues identified during audits
Track adherence to legal, regulatory, and best practice requirements in continuity management
Change Management Integration
Change records, continuity plan updates
Number of changes affecting continuity plans
Assess the impact of changes on continuity plans and ensure they are reflected
Third-party Service Level Compliance
SLA monitoring reports
SLA compliance rate of third-party services
Monitor third-party compliance with SLAs crucial for service continuity
Continuity Risk Assessments
Risk assessment reports
Frequency of continuity risk assessments conducted
Ensure regular evaluation of risks to service continuity
Simulation Exercises
Exercise reports, continuity plans
Number of full-scale simulations conducted annually
Evaluate readiness and response capabilities through simulated scenarios
Incident Management Integration
Incident logs
Number of continuity incidents handled by the incident management process
Monitor how well the incident management process supports continuity efforts
Post-Incident Reviews
Post-incident reports
Number of reviews conducted after incidents
Use reviews to improve plans and processes based on lessons learned
Customer Impact Analysis
Customer feedback, impact analysis reports
Analysis of service disruption impact on customers
Understand the effects of disruptions on customers to better prioritize recovery efforts
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