The document summarizes a value learning session on business continuity planning. The agenda included presentations on Amdocs' journey to achieving BS-25999 certification and business continuity planning. Mehul Bhuptani's presentation covered Amdocs' implementation of the BS-25999 standard, including establishing a business continuity management system, understanding the organization, determining strategies, developing and implementing responses, and maintaining the system. Rahul Panshikar's presentation discussed categories of incidents that require business continuity plans, assessing impact and mitigation strategies, communication plans, Avaya's notification solution, network readiness, and resource planning including a business continuity portal and enabling work from home.

1. Value Learning Session
14th May ‘10
Business Continuity Planning

2. Agenda
Duration
Time Description
(min)
12:00 p.m. - 12:05 p.m. Welcome and Context Setting 5
12:05 p.m. - 12:30 p.m. Mehul Bhuptani — Journey to BS-25999 25
Rahul Panshikar – Business Continuity
12:30 p.m. - 12:50 p.m. 20
Planning
12:50 p.m. – 1:00 p.m. Q&A 10
© 2009 Avaya Inc. All rights reserved. 2

3. House Keeping
Webinar will go into Lecture Mode during
the Presenters session
Presentation slides and webinar recording
will be uploaded to the NASSCOM GEPS
Community Page
Participants encouraged to post questions in
the ‘Discussion Area’ of the webconference –
We will try to answer all your questions
3

4. Mehul Bhuptani — Journey to BS-25999
Mehul Bhuptani
Business Continuity & Disaster Recovery
Manager- India & APAC
4

5. AMDOCS > CUSTOMER EXPERIENCE SYSTEMS INNOVATION
Amdocs India BCMS – Journey to BS-25999
“By failing to prepare, you are preparing to fail”
-- Ben Franklin
Mehul Bhuptani
Amdocs – Business Continuity Management, doc. #: 964907
5 Information Security Level 2 – Sensitive © 2010 – Proprietary and Confidential Information of Amdocs

6. AMDOCS > CUSTOMER EXPERIENCE SYSTEMS INNOVATION
Agenda
About – Amdocs
Amdocs (India)
Introduction
The need of BCMS
Amdocs BS-25999 Implementation Cycle
Embedding in to Culture
Summary
6 Information Security Level 2 – Sensitive © 2010 – Proprietary and Confidential Information of Amdocs

7. AMDOCS > CUSTOMER EXPERIENCE SYSTEMS INNOVATION
About - Amdocs
Global leader in software and services for
Customer & Revenue Management
Service & Resource Management (OSS)
Service Delivery
Portfolio Management
Cable, Satellite & Online television
Compact Convergence
Local Advertising & Yellow Pages
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8. AMDOCS > CUSTOMER EXPERIENCE SYSTEMS INNOVATION
Amdocs India
Development center was setup in the year 2004
Hold competitive edge over competitors in the telecom market.
Provide high quality focused services to its customers
Acts as a ‘Trusted Advisor’ for its customer.
Helps customers in achieving significant ROI
BS 25999 certified
8 Information Security Level 2 – Sensitive © 2010 – Proprietary and Confidential Information of Amdocs

9. AMDOCS > CUSTOMER EXPERIENCE SYSTEMS INNOVATION
Introduction
Sept. 11,
It is not a question of IF but of 2001
WHEN.
Indian
Hurricane
Ocean Katrina
Preparation (as opposed to crisis Tsunami
mode) is key to efficiency &
effectiveness. War Terror
Health
No BCM - Could impact the State Infra
company's reputation. Weather 2003 US
SARS
Technology blackout
BCM provides agility, regardless
of the type of business
interruption.
London &
2nd
Madrid
Lebanon
subway
War
bombing
9 Information Security Level 2 – Sensitive © 2010 – Proprietary and Confidential Information of Amdocs

10. AMDOCS > CUSTOMER EXPERIENCE SYSTEMS INNOVATION
The Need of BCMS*
To keep the business continue working once a disaster occurs
Commitments to customers for a business continuity plan
BCP/DRP** is one of Amdocs’ top 6 non-strategic risks
To Deliver a proven capability for managing a disruption
*BCMS: Business Continuity Management System
**BCP/DRP: Business Continuity Plan/ Disaster Recovery Plan
10 Information Security Level 2 – Sensitive © 2010 – Proprietary and Confidential Information of Amdocs

11. AMDOCS > CUSTOMER EXPERIENCE SYSTEMS INNOVATION
Amdocs BS-25999 Implementation Cycle
Stage • Establish a Business continuity management system
1
Stage • Understanding the organization
2
Stage • Determining BCM strategies
3
Stage • Developing & implementing BCM response
4
Stage • Exercising & Maintaining
5
Stage • Monitor & Review of the BCMS
6
Stage • Maintaining & improving of the BCMS
7
11 Information Security Level 2 – Sensitive © 2010 – Proprietary and Confidential Information of Amdocs

12. AMDOCS > CUSTOMER EXPERIENCE SYSTEMS INNOVATION
Embedding BCM in to Organizational Culture
Getting that tick in the box
The Common Scenario
BIA and Risk Assessment carried out, Strategies
developed, BCM implemented…and
then? Nothing
Embedding in Amdocs Culture
Amdocs raise, enhance and maintain
BCM awareness through ongoing
training programs, mailers & via induction
programs.
12 Information Security Level 2 – Sensitive © 2010 – Proprietary and Confidential Information of Amdocs

13. AMDOCS > CUSTOMER EXPERIENCE SYSTEMS INNOVATION
Summary
Comprehensive Business Continuity solution
Provides around the Clock’ service for Customers
Assure continuous delivery of quality services to Customers
Delivers a proven capability for managing a disruption
Redundancy in all Layers
Readiness kept by ongoing auditing and testing
Continuous process
Must become part of the organizational culture
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14. AMDOCS > CUSTOMER EXPERIENCE SYSTEMS INNOVATION
Q&A
Amdocs - Business
Continuity Management
Thank you
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15. Business Continuity Planning
Rahul Panshikar,
Avaya India Pvt. Ltd.

16. Agenda
Categories of Incidents
Impact
Mitigation
Communication
Avaya Notification Solution
Network Readiness
Resource Planning – BCP Portal
Work from Home
©2010. All rights reserved. 16

17. Categories of Incidents
Planned Unplanned
IT Maintenance and Data/Voice Network Outage
upgrades
– Undersea cable cuts
Facilities maintenance and
– Last mile failures
upgrades
– Network element failure
Mandatory holidays -
Elections UPS Failure
Public Holidays Emergency situations like
fire
Internal activities – All-
hands, functions, etc. Riots, epidemic, natural
calamities
©2010. All rights reserved. 17

18. Impact and Mitigation
IMPACT MITIGATION
Employees • ANS*: Communication –
•Safety continuous at all levels
•Stress due to uncertainty • Network Planning & Remote
•Rumors
Monitoring
Business
•Inability to service • Resource Planning
customers • BCP Portal for real-time Impact
•Loss of Revenue Analysis
•Future business • Remote working option
•Credibility
©2010. All rights reserved. 18
*ANS – Avaya Notification Solution

19. Communication
• Govt. Officials
Communication with
external agencies • Security Agencies
• Nasscom
Continuous
communication at • Email
various levels (Internal) • SMS
– Automated and • Phone calls
Manual
• Analyze impact
Conference calls
• Quick Action Planning
©2010. All rights reserved.

20. Avaya Notification Solution
A centralized emergency communication system in occurrences of crisis, business critical events, business
threats
Customer Value
• Speed & capacity – contact thousands of people in short Notify Respond Collaborate
time
• Flexibility - pre-recorded messages, Multi-model 2-way
Notification (Voice – Enterprise, Wireless and PSTN,
Avaya IP Phone, SMS, Email, and Custom Channels)
• Targeted communications – target individuals and
groups
• Situational awareness – capture responses, poll
recipients, transfer calls, initiate conferences
• Text-to-speech - Automatically convert text message to
voice call for broadcast.
• Escalation chain for recipient list – roll-over to next Improved response time, improved operational
defined recipient when primary recipient cannot be
reached efficiency, reduce risk, reduced cost, saves lives,
Improved business top line
Technology
• Leverages IP Network for IP Phone broadcast
• Open Web Services API for third party integrations
• Takes advantage of Avaya specific solutions like IP
Phones, Avaya Conferencing and Avaya self-service IVR
• IM channel on XMPP so as to support MOC, ichat, etc.
©2010. All rights reserved. 20
20

21. Network Readiness
Robust Change Control Mechanism
Redundancy of Servers
Site Level Redundancy
Redundancy of Network Elements – VRRP, STP
Multiple level power backup
Backup
Redundant links
– Multiple undersea carriers using MPLS
– Multiple local loops
Change Monitor
PBX level Redundancy
Remote Proactive Monitoring
©2010. All rights reserved. 21

22. Resource Planning – BCP Portal
Real-time Impact Analysis
Gives team-wise reports
Employee impact in situations like
civil unrest
– Highlights trouble areas and
employee location
– Enables closer monitoring and
feedback gathering
Readiness report
– Functionality from other
locations
– Ability to work from home
– Generates Codes: Green, Amber,
Red
©2010. All rights reserved. 22

23. Work From Home
Employees are Enabled with
– UPS
– Phone with Headsets
– Broadband connection
Intranet Access through VPN
Have Access only to PSTN
Need capability to connect
to PSTN using VoIP
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24. thank you
Rahul Panshikar
rpanshikar@avaya.com
+91-20-3041-2277/ +91-98814-62242
©2010. All rights reserved. 24

25. Roundtable
25

27. Thank You
To write to the GEPS Group, please
email : geps@nasscom.in