[BCM] [SHINE] [E3] [BIA] [T1] [CBF] [11] Facilities, IT Systems & Service Infrastructure

CBF-11 Facilities, IT Systems & Service Infrastructure

The effective functioning of SHINE Children and Youth Services (SHINE) relies heavily on its facilities, IT systems, and service infrastructure.

These elements are integral to the organisation's day-to-day operations and critical to ensuring consistent service delivery, especially during disruptions or crises.

Business Continuity Management (BCM) for this critical business function focuses on maintaining the availability, integrity, and security of the infrastructure that supports SHINE’s core services.

This chapter will outline the key Sub-Critical Business Functions (Sub-CBFs) under CBF-11 and their respective Minimum Business Continuity Objectives (MBCOs) to ensure operational continuity.

Table P1: Critical Business Functions for CBF-11

Sub-CBF Code	Sub-CBF	Description of CBF	Business Unit Minimum Business Continuity Objective (MBCO)
CBF-11.1	Facility Management	This sub-function ensures the proper operation of physical facilities, including the safety and accessibility of SHINE's offices, meeting spaces, and other key locations.	Ensure that all SHINE facilities are functional and safe for staff and clients within 24 hours of a disruption.
CBF-11.2	IT Systems Management	Involves managing all IT systems, including servers, applications, network infrastructure, and end-user devices, to minimise disruption.	Ensure critical IT systems are operational within 12 hours of a disruption, including backup systems.
CBF-11.3	Telecommunication Services	Ensures that communication infrastructure, such as phones and email services, remains functional during disruptions.	Restore telecommunication services within 4 hours of disruption to maintain client and staff communication.
CBF-11.4	Data Centre Management	Manages the physical and virtual aspects of data centres, ensuring security, access, and data integrity during emergencies.	Ensure critical data centre services are restored within 24 hours of a service disruption.
CBF-11.5	Service Support and Vendor Management	Coordinates with external service providers and vendors to maintain essential services, such as hardware, software, and outsourced functions.	Restore support services from key vendors and external partners within 24 hours to minimise downtime.
CBF-11.6	Business Continuity Planning for IT Infrastructure	Ensures that plans are in place to safeguard IT infrastructure and that recovery procedures are regularly updated and tested.	Update and test IT disaster recovery plans quarterly, with procedures in place to restore full operations within 48 hours of a critical IT failure.

The Facilities, IT Systems, and Service Infrastructure are central to the continued success and resilience of SHINE Children and Youth Services. Ensuring the availability of these resources is not only necessary for the smooth operation of day-to-day functions but is crucial during disruptions, whether small or large.

By setting clear Minimum Business Continuity Objectives (MBCOs) for each Sub-CBF, SHINE can effectively manage risks from infrastructure failures and ensure the continuity of essential service delivery to at-risk youth.

These MBCOs must be regularly reviewed and updated to keep pace with changing infrastructure, technologies, and operational requirements. Through robust planning and execution, SHINE will be prepared to meet challenges and continue its mission of support and care for vulnerable youth.

CBF-11 Facilities, IT Systems & Service Infrastructure

In the context of SHINE Children and Youth Services (SHINE), the organisation's business continuity relies significantly on the seamless operation of its Facilities, IT Systems, and Service Infrastructure.

The high-level critical business function "CBF-11 Facilities, IT Systems & Service Infrastructure" encompasses several key sub-functions that collectively ensure the operational backbone of SHINE remains resilient during crises or disruptions.

This chapter examines the impact area of each sub-function, assessing the associated risks and financial implications, and how such disruptions may affect the organisation’s Minimum Business Continuity Objectives (MBCO).

Table P2: Impact Area Assessment for CBF-11

Sub-CBF Code	Sub-CBF	Impact Area	Financial Impact - Monetary Loss (Estimated)	Financial Impact - Calculation of Monetary Loss (State Formula for Calculations)	Impact on MBCO - Affect MBCO	Impact on MBCO - Impact	Remarks - Description
CBF-11.1	Facility Management	Facility downtime or damage to physical spaces	SGD XXXXXX	Formula = Cost of repairs + Operational loss due to downtime	High	Complete disruption of operations in critical areas	Affects all business units reliant on physical premises, especially in client-facing services.
CBF-11.2	IT Systems Management	IT system failures, software outages	SGD XXXXXX	Formula = System downtime loss + Data recovery costs	Critical	Complete suspension of services reliant on IT systems	Affects all digital operations, including case management and client services.
CBF-11.3	Telecommunication Services	Failure in the communication infrastructure	SGD XXXXXX	Formula = Cost of restoration + Communication downtime	Medium	Limited communication for essential services	Impacts internal and external communications, affecting coordination.
CBF-11.4	Data Centre Management	Data centre outages, server failures	SGD XXXXXX	Formula = Cost of server downtime + Data loss or recovery	Critical	Data unavailability disrupts service continuity	Impacts all data-dependent services including case management and reporting.
CBF-11.5	Service Support and Vendor Management	Loss of vendor support, equipment failure	SGD XXXXXX	Formula = Vendor contract breach + Operational downtime	High	Delay in restoration of service, support, and resources	Impact on the availability of external resources critical for service continuity.
CBF-11.6	Business Continuity Planning for IT Infrastructure	Lack of IT contingency planning or untested backup systems	SGD XXXXXX	Formula = Recovery time loss + Additional resources for planning	Critical	Prolonged downtime due to inadequate contingency planning	Failure to plan effectively can lead to significant delays in recovery efforts.

The facilities, IT systems, and service infrastructure of SHINE Children and Youth Services are pivotal to the organisation’s ability to serve its clients and maintain day-to-day operations.

As shown in the table above, disruptions to any of these sub-functions could result in significant financial losses, damage to the organisation's reputation, and long-term impacts on its ability to meet its Minimum Business Continuity Objectives (MBCO).

Therefore, a robust approach to managing and mitigating these risks, including proactive business continuity planning, is essential for SHINE to continue fulfilling its mission despite challenges.

Through strategic planning and ongoing risk assessments, SHINE can ensure that these critical systems are resilient and can recover swiftly in the event of a disruption.

Continuity of Care: Ensuring SHINE’s Mission Through Effective BCM
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Continuity of Care: Ensuring SHINE’s Mission Through Effective BCM

[BCM] [SHINE] [E3] [BIA] [T1] [CBF] [11] Facilities, IT Systems & Service Infrastructure

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CBF-11 Facilities, IT Systems & Service Infrastructure

Table P1: Critical Business Functions for CBF-11

CBF-11 Facilities, IT Systems & Service Infrastructure

Table P2: Impact Area Assessment for CBF-11

Continuity of Care: Ensuring SHINE’s Mission Through Effective BCM

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