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Session 206: Code BCP: A Real-Life Lesson in Business Continuity Planning

Stephen McMillan (Director, IT Networks, Mercury Insurance)

Date: Wednesday, April 22

Time: 11:30am - 12:30pm

Pass Type: Premium Package, Standard Package - Get your pass now!

Track: Modernizing Service Management

Vault Recording: TBD

In 2016, a Fortune 500 health insurance company was given five business days to evacuate a building holding over 1,500 employees. The building was the primary contact center for fifteen states – and it was the beginning of the annual plan enrollment cycle, the health insurance equivalent of Black Friday for retail.

In this case study, Steve McMillan will explain how this emergency arose, seemingly from nowhere; why the existing, tested BCP plan was inadequate in a real moment of truth; how IT used vendor partnerships, community relationships, creative thinking, and thousands of hours in IT staff, from the service desk to the engineer level, to deliver a solution; and how the company met imposed deadlines and did not miss a single contact center call in the process.

This case study will address the importance of:

• Reviewing your business continuity and disaster recovery plans for relevancy – often
• Plan scale and how "loopholes" can spell disaster
• Involving the C-Level in funding the right plans
• Creating a runbook for disaster