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USMBOK™: USM140
Customer Continuity Management
Customer Continuity Management (CCM) is an element of Business Continuity Management and responsible for the policies and procedures an organization puts in place to ensure essential CUSTOMER activities can continue during and after a disaster.
Often perceived as an ‘after-the-fact’ responsibility, CCM is far from reactive and should determine ahead of time the most likely scenarios, their impact, probability of occurence, and a countermeasure strategy.
CCM is an element of the overall business continuity management responsibility.
Charter Statement:
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To ensure the continuance of defined customr operations by minimizing the effects of an unexpected disruption to, or unacceptable degradation of customer activities due to inherent, identifiable risks in service provision.
Customer Continuity Management Quick Links
Best PracticesKey Performance Measures
Key Objectives
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The following key objectives are just some of those commonly found within this topic's standard operating practices:
A more complete list of objectives may be referenced in the Guide to the USMBOK and supporting reference materials.
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Key Concepts
The following key concepts are just some of those commonly found within this topic's standard operating practices:
- Executive level sponsorship
- Business continuity plan
- Customer processing location
- Vital customer activity
- Customer business plan
- Line of business
- Brand protection
- Reputation management
- Contingency planning
- Disaster Recovery Plan
- Critical component failure analysis (CCFA)
- recovery time objective (RTO)
- Recovery point objective (RPO)
- Maximum Allowable Outage (MAO)
A more complete list of concepts may be referenced in the Guide to the USMBOK and supporting reference materials.
Key Artifacts
The following key artifacts are just some of those commonly found within this topic's standard operating practices:
- Business continuity plan
- Customer continuity plan
- Business (customer) impact analysis
- Approved countermeasure strategy
- Operational reports
A more complete list of artifacts may be referenced in the Guide to the USMBOK and supporting reference materials.
Major Activities
The following major activities are representative of those commonly found within this topics's standard operating practices:
- Initiate
- Define requirements (conduct business.customer impact analysis)
- Define countermeasure strategy
- Implement
- Operate (verify, alert, invoke, return to normal)
- Audit & Assess
A more complete list of major activities may be referenced in the Guide to the USMBOK and supporting reference materials.
More...
The USMBOK provides a significant amount of additional information on each element of the framework, including this area. The additional information includes:
Best Practices :
Best practices represents a technique or method that through experience and research has reliably led to a desirable level of operation. The USMBOK provides specific guidance on the 'best practices' required to design, implement and sustain an efficient and effective operation and offer these through a subscription based service, the
Best Practice Statement Library.
Key Performance Measures :
The efficiency and effectiveness of an operation is measured through its 'performance'. The Performance Management Framework (PMF) provides three levels or types of measures to help manage performance from the strategic, tactical and operational perspective.
The USMBOK provides specific guidance on these 'key performance measures' through a dedicated, subscription based service, the
Key Performance Measure Library.
Extensions:
An 'extension' is an approved additional relevant reference to the USMBOK and typically in the form of :
- A book or publication with an ISBN or similar reference;
- A website page or pages;
- A white paper;
- A personally penned article or report;
- A periodical article or newsletter item;
More information on the available extensions and how they may be accessed or contributions submitted can be found here:
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