Managing a Disaster Recovery Program PMITechnical Forum Presentation

Managing a Disaster Recovery Program PMI-Technical Forum – Presentation Frank Mc. Maye 3/24/2015 PMI-Technical Forum Presentation - Case Study

About Me Frank Mc. Maye is a Principle at E-Global Network, a Program Management and Web Development company. Frank also serves and PMO-IT Project Management Consultant for SIS where he develops PMO programs and manages organizational programs, disaster recovery and online security project for online Healthcare delivery. Prior to this, Frank served as Operation Program Manager at Xyratex international where he managed New Production Introduction for Cloud Computing Mass Storage Systems. He is a member of the Faculty of UC Davis Extension, and the University of Phoenix. Frank holds a BS in Industrial and Systems Engineering and MS In Microelectronics Packaging from San Jose State University. He is a certified PMP, SCPM, ITIL Foundation and CSM. 3/24/2015 PMI-Technical Forum Presentation - Case Study

Presentation Scope �Overviews � BC-DR Purpose � BC-DR Overview � DR-Program Management Process �Case Study � SIS Overview � Program Scope � Program background � Program Planning � Program Implementation � Result & Lessons Learned �Q & A 3/24/2015 PMI-Technical Forum Presentation - Case Study

BC DR OVERVIEW 3/24/2015 PMI-Technical Forum Presentation - Case Study

Overview �BC vs. DR ◦ What is BC? A combination of processes, methodologies, plans, and strategies to look ahead for what could disrupt the company’s operations and proactively taking steps to avoid or mitigate the impact of such disruptions. ◦ What is DR? Disaster recovery (DR) is a set of policies and procedures usually backed up by physical or technology infrastructure t 0 enable a company to quickly recover from a disaster and ensure business continuity. � What is BC-DR program? ◦ The suite of projects, and functions to create, implement, and operate BC-DR plans on a continuous basis to ensure that the company continues to function in spite of disruption 3/24/2015 PMI-Technical Forum Presentation - Case Study

Disasters & Losses �Types of Disaster: �Natural Disasters, �Human-caused hazards, �Accidents & Technology disruptions �Types of Losses �Data and Security � According to SBA, 25% business hit by data loss never recover �Products and Assets � 90% of businesses hit by disaster go out of business within 2 years 3/24/2015 PMI-Technical Forum Presentation - Case Study

Value of BC-DR Program �RISK MITIGATION �Mitigate failure and availability of product �IMPROVE THE REVENUE �Selling point for clients, Do more business, Meet client requirements �COMPLIANCE �Regulatory compliance, protection of personal information. �PROTECTION OF ASSET �Products, knowledge, business data, customer information 3/24/2015 PMI-Technical Forum Presentation - Case Study

Value of BC-DR Program �RISK RESPONSES: �Acceptance: Do Nothing. Deal with it when it happens � Cost of planning vs. Cost of Failure � Loss of customers, investors, assets, legal issues, regulatory fines �Avoidance: Change location and change of business practice � Increased cost of business � Loss of customers and Revenue �Mitigation: Create a BC-DR Program 3/24/2015 PMI-Technical Forum Presentation - Case Study

Components Of A Business �PEOPLE � Business Stakeholders, The public �PROCESSES � HR, Mfg, Accounting, Support, etc. �STRUCTURE � Building, furniture, equipment �TECHNOLOGY �Infrastructure, control systems, power sources 3/24/2015 PMI-Technical Forum Presentation - Case Study

Components Of A Business • Components are interrelated • All components must be planned for • All components must be part of the plan 3/24/2015 PMI-Technical Forum Presentation - Case Study

BC-DR Program Scope �Who should be involved? Experts from all areas: �Data Centers �Workspaces �IT Infrastructure �Physical and data security �Product Development �Manufacturing �Inventory and Storage Area �Management & Corporate governance �Customer and Vendor process owners 3/24/2015 PMI-Technical Forum Presentation - Case Study

BC-DR Program Scope BC-DR Relational Model –From Chain. Link Research, 2010 3/24/2015 PMI-Technical Forum Presentation - Case Study

BC Program Cycle 3/24/2015 PMI-Technical Forum Presentation - Case Study

Program Management Process �Management Sponsorship �Program Initiation �Project Initiation �Risk Assessment �Business Impact Analysis �Mitigation Strategy: Data, Code, Infrastructure �Project Planning �Project Implementation �Plan Training & Operations �Project Closure �Plan Maintenance, Auditing, Testing 3/24/2015 PMI-Technical Forum Presentation - Case Study

Project Management Process �Project Initiation �Project Definition & Problem Statement �High level solutions review �Requirements & constrants �Success Criteria �Project Proposal �Estimates �Project Charter to Project Sponsor 3/24/2015 PMI-Technical Forum Presentation - Case Study

Project Management Process �Team Formation �Organizations �Technical �Political �Logistical � DR Logistics � BC Logistics �Product & Services �Customer Relations Management 3/24/2015 PMI-Technical Forum Presentation - Case Study

Project Management Process �Project Organization �Business Continuity Plan – Long term recovery �Operations Continuity Plan – Mission critical operations �Disaster Recovery Plan �Crisis Communications Plan �Cyber incident Response Plan �People Emergency Plan 3/24/2015 PMI-Technical Forum Presentation - Case Study

Disaster Recovery For A Healthcare Organization Case Study 3/24/2015 PMI-Technical Forum Presentation - Case Study

Types of Healthcare Organizations �Hospitals �Skilled Nursing Facilities �Physician Offices �Ambulatory Clinics �Pharmacies �Test Lab Providers �Radiology Pr 0 viders �Behavior Health Providers �Health Program Access Providers 3/24/2015 PMI-Technical Forum Presentation - Case Study

Type of Business – Core Business �SIS is a One-Stop Application website for to Healthcare Services for low-income families: �Provides access to apply and enroll for ACA, Medicaid, CHIP, SNAP programs and more �Has facilitated enrollment of more than 16 million people nationally into Medicaid and other federal, state and local programs. 3/24/2015 PMI-Technical Forum Presentation - Case Study

Type of Business – System Architecture 3/24/2015 PMI-Technical Forum Presentation - Case Study

Type of Business – Application Interfaces System Integration with many interfaces including: � State eligibility systems in Arizona for Medicaid, Food Stamps, TANF, SCHIP and other state programs: Department of Economic Security (DES) and Arizona Health Care Cost Containment System (AHCCCS) � California’s eligibility systems for Medicaid � California’s eligibility system for EPSDT operated by the State Department of Health Care Services � One of California’s county eligibility systems (known as Cal. WIN) for Medicaid, Food Stamps, TANF and other programs � Health plans for the local Children’s Expansion Programs (such as Healthy Kids) and other County Indigent Programs � Kaiser Permanente � Patient Management Systems at Hospitals and Clinics � Eligibility Clearinghouse systems such as HDX operated by Seiman’s Systems � Blue Cross Systems for the Cal. KIDS programs � US Postal Service for address verification � Electronic Health Records � 3/24/2015 PMI-Technical Forum Presentation - Case Study

Type of Business – Network & Security �Network Security �Application Security �Security Tools �Physical Security Medicaid Information Technology Architecture (MITA). � 3/24/2015 PMI-Technical Forum Presentation - Case Study

Project Scope: �Create Disaster Recovery Programs for a Healthcare Eligibility Program for: �State of Arizona �Kaiser Permanente �LA County 3/24/2015 PMI-Technical Forum Presentation - Case Study

Project Background �Company & Business �Complex client – company relationships �Complex company-government relationship �Cyber Security & HIPAA Compliance requirements �Program Re-scoping �Stiff penalty on delivery �Contractual & SLA situations 3/24/2015 PMI-Technical Forum Presentation - Case Study

Program Scope �Live Product Environment Stability �Disaster Recovery Center – Phase 1: Arizona �Disaster Recovery Center – Phase 2: Arizona & Kaiser �Disaster Recovery Organizational Program �Product Development Infrastructure Upgrade �Release Efficiency �Cyber Security 3/24/2015 PMI-Technical Forum Presentation - Case Study

Team Formation �IT infrastructure �IT Database Administration �IT Security �Product Development Teams �Client – Contact – Program Managers �Quality Assurance �Release Management � 3 rd Party Providers �Remote Teams 3/24/2015 PMI-Technical Forum Presentation - Case Study

Project Charter �Key Deliverables: �Disaster Recovery Plan document in the event of a disaster for each client �Disaster recovery center for each client �Internal tested validation of fully functional disaster recovery center for each client �Client validation of fully functional disaster recovery center for each client �Operations and maintenance plan for each disaster recovery center. �High level risks for this project include: �Technical (unknown) �Resources (People are multi-tasked) �Client Impact (Need to closely managed) 3/24/2015 PMI-Technical Forum Presentation - Case Study

Disaster Recory Timeline Task 0 03 04 05 06 07 089 00 01 02 10 11 12 13 14 15 16 17 18 19 20 21 22 Contingency Assessment at the DR Facility Notify/Activate Personnel Employees/Materials Prepared and Shipped to data center Iron Mountain Activities Data center Preparation Activities Activate data center and the Command Center Setup and Restore at data center and Command Center Pre-Declaration 3/24/2015 Post-Declaration PMI-Technical Forum Presentation - Case Study

Deliverable Status 3/24/2015 PMI-Technical Forum Presentation - Case Study

Project Team Commitment �Stabilize Production Environment by October 30 th �Driver: Entire production environment going down �Complete Arizona DR Center by Midnight Dec 31 st 2014 �Driver: Penalty, $10, 000/day - Done �Complete balance of DR Sites by March 31 st, 2015 �Driver: SLA �Complete Organizational DR Readiness by June 30 th, 2015 �Driver Live DR Annual Testing 3/24/2015 PMI-Technical Forum Presentation - Case Study

Major Challenges �Projects were running in parallel �Projects were happening in the middle major organizational changes �Constant reprioritization of projects and deliverables �Dealing with Government Agencies �Inconclusive SLA’s �Absence of dedicated and focused resources 3/24/2015 PMI-Technical Forum Presentation - Case Study

Tools Used � Microsoft. NET Framework � Microsoft Biz. Talk � Microsoft Office 2007 Standard � Microsoft Visual Studio � Name. Search � Neat. Upload � Net. Advantage � Observe IT � SQL Builder � Sql builder tool � Symantec Anti-virus � Voltage � JAWS � Certify � Repli. Web 3/24/2015 � Active. Reports � Adobe Flash � Adobe Reader � Beyond Compare � Chrome � Cisco VPN Client (Laptops only) � Denodo � Doc. Transfer � Dynamic PDF for. NET � End. Point Protection � Guardium � Izenda � Lite Speed � PGP � VMware PMI-Technical Forum Presentation - Case Study

Conclusions – Lessons Learned �Clear, unambiguous client acceptance is important �Understand Ultimate User vs Sponsor �Ensure clear contractual commitment and SLAs �Commitment should match capacity �Capacity assessment should come before commitment �Consistency is project implementation is crucial �Stakeholder Management is Key 3/24/2015 PMI-Technical Forum Presentation - Case Study

References https: //www. socialinterest. org/ https: //www. azahcccs. gov/community/Health-e-Arizona/HEAplus. aspx http: //www. drp. msu. edu/documentation/stepbystepguide. htm http: //www. computerweekly. com/feature/How-to-write-a-disaster-recovery-plan-and-definedisaster-recovery-strategies � http: //www. slideshare. net/narudomr/business-continuity-disaster-recovery-planning-bcp-drp � � 3/24/2015 PMI-Technical Forum Presentation - Case Study