IT Service Continuity Management Process Template

by Rajeshwari Kumar


IT Service Continuity Management, a part of ISO 20000, helps ensure that IT services are recovered and restored during an incident. This process involves developing plans, procedures, and arrangements to recover and restore essential IT services after an incident. IT service continuity management aims to minimize disruptions to IT services due to an incident and ensure that the organization can continue to function effectively. This is a vital process for organizations who rely on IT services as a failure can have a significant impact on their business. IT Service Continuity Management Plans should be created for all incidents that could disrupt IT services. These plans should outline the steps to be taken in order to restore the affected services. They should also be tested regularly to ensure that they are effective.

    IT Service Continuity Management Process Template

    The Typical Steps In IT Service Continuity Management Are:

     1. Identify the critical systems and services of your organization.

     2. Set acceptable service levels for critical services and systems.

     3. Plan how to recover services and systems in the event of an interruption.

     4. Test the recovery plans to make sure they work.

     5. Update the recovery plan regularly to reflect any changes in the organization's  IT infrastructure.

    Objectives Of IT Service Continuity Management Process Template

    It is designed to minimize the risk of service interruptions while ensuring that IT services are consistently and reliably delivered. To accomplish this, ITSCM must identify, track, and manage IT service and infrastructure changes.

     1. Identify all IT infrastructure changes and services and classify each one according to its potential impact on service.

     2. Determine the level of approval required for each type of change based on their potential impact.

     3. Track and monitor changes through the entire lifecycle, from implementation to closure.

     4. Make sure that all changes and updates are documented properly.

     5. Assess the risks and implement mitigation measures in order to minimize the possibility of problems.

     6. Assure that all changes and updates are consistent and controlled to minimize the risk of service interruptions.

     7. Review the effectiveness of your change management process and improve it where necessary.

    Processes In IT Service Continuity Management 

    ISO 20000 is the first international standard in Service Management. It was developed by ISO/IEC JCTC1/SC7 in 2005 and revised in 2011. This standard is based upon the widely adopted ITIL(r) and offers a comprehensive set for Service Management.

    ISO 20000 has four distinct processes:

     1. Service Strategy

     2. Service Design

     3. Service Transition

     4. Service Operation

     5. The Continual Service Improvement

    Each process is divided into multiple activities that are performed to achieve the objectives of the process.

    Here's a quick overview of each step:

    1. Service Strategy - The service strategy is concerned with defining the services the organization will offer and identifying customers who will utilize those services.

    2. Service Design - The Service Design Process is about the design of services that an organization will offer. This includes both the creation of new services and the modification of existing services.

    3. Service Transfer - Service Transition is the process of integrating new or modified services into the live environment. The Service Transition process includes planning, coordinating, testing, and validating new or modified services.

    4. Service Operation - Service Operation is the process that deals with the services of an organization. This includes monitoring, controlling, and managing the services as well as incident and problem management.

    5. Continual Service Improvement - The Continual Service Improvement process aims to improve the services of an organization. This process includes identifying opportunities for improvement as well as implementing improvements.

    Roles And Responsibilities IT Service Continuity Management Process

    To implement ISO 20000 successfully, it is necessary to define several roles and responsibilities. It is important that all parties involved in the process understand their roles and responsibilities and the expectations they are expected to meet. Consider these critical roles and responsibilities:

    1. The Service Provider is responsible for providing the services agreed upon to the client. Ensuring services are of the highest quality and delivered within agreed timeframes is important.

    2. The Customer is responsible for defining the service requirements and working with service providers to meet them.

    3. The Service Manager is responsible for the supervision of service delivery and quality assurance. Also, they need to be available for any problems that may occur.

    4. The Service Desk is the first point of contact for services. They must be able to deal with any problems or incidents that may arise and escalate them if needed.

    5. The Technical Teams are responsible for the design, implementation, and maintenance of the technical infrastructure supporting the services. It is important to ensure that the systems are current and meet the standards of the organization.

    6. The Operation Teams are responsible for the daily running of services. It includes the monitoring of systems and maintenance, such as database and application updates and deployments. The staff is also responsible for responding to incidents that affect the services after they have been notified via incident forms.

    The Project Leaders are responsible for providing services when the Operations Team is unavailable, such as weekends and update windows. The Project Leaders will be responsible for providing on-call assistance in the event of a problem during these times, as well as performing maintenance tasks. This document was also drafted by the operations team, as they are most familiar with the users and services.

    Benefits Of IT Service Continuity Management Process

    ITSCM ensures that all services, from conception and planning through to delivery and retirement, are managed and controlled appropriately throughout their entire life cycle.

    • ITSCM helps organizations to improve their service quality and better manage service interruptions.
    • ITSCM helps organizations better manage the costs associated with IT services. It allows them to plan and control expenditures related to service.
    • ISO 20000 and ITSCM can help organizations comply with their service management compliance obligations.


    The comprehensive review of our IT Service Continuity Management (ITSCM) practices underscores the critical importance of robust continuity planning in today's dynamic and interconnected digital landscape. The assessment has revealed strengths in [highlight specific strengths, e.g., documentation, risk assessment], demonstrating our commitment to ensuring uninterrupted service delivery. However, identified areas of improvement, such as [mention specific areas], present opportunities for refinement.