CAP-RS To Assess Customer Satisfaction Levels of Clients

206 Pages·1997·7.1 MB·English

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Business ContinuityServices UserQuestionnaire, UK
Definitions
Businesscontinuityservices(BCS)canbedescribedasservicesthataredesignedtoprotect
businesscriticalactivitiesunderpinnedbyITfromdisastereitherbyprovidingthenecessary
facilitiestocontinuethoseactivitiesintheeventofadisasterorbypreventingdisastersfrom
disruptingbusinesscriticalactivitiesinthefirstplace.BCScanbesplitintotwotypes:disaster
recovery(DR)servicesandproactivebusinesscontinuityservices.
DRservicesincludeanumberofserviceselementsthatkeepabusinessrunningintheeventof
amajorincidentwhichtemporarilyputsitsoperationscompletelyoutofaction.Servicetypes
includebackupservices,restartservicesandtheprovisionofstandbysites.
Proactivebusinesscontinuityservicesarethosewhichseektopreventdisastersfromtaking
placeorenableuserstodealwiththeconsequencesmoreeffectively.Typicalservicetypes
includeremotemanagementservicesandcontingencyplanning.
Acoldstandbysiteisanalternativesite,minuscomputerhardwareorofficefacilities,
availableforlongtermuse.
Awarmstandbysiteisanalternativerecoverycentrealreadyequippedandreadytobeginthe
processofresumingcriticaloperationsfollowingadisaster.
Ahotstandbysitecutsrecoverytimetoanabsoluteminimumbyalreadyhavingcurrentdata
available,insteadofhavingtorestorefrombackupmedia.Theultimatemanifestationwouldbe
acompletededicatedstandbysystem.
RespondentDetails
CompanyName
RespondentName
JobTitle
TotalAnnualTurnover
TotalNumberofStaff
TotalITBudget
TotalNumberofITStaff
Industry
BankingandFinance
Insurance
Government
Distribution
Utilities
Manufacturing

Other(pleasespecify)
ScreeningQuestion
1. Pleaseindicateifyoucurrentlyuseanyofthefollowingbusiness
continuityprovisions
DisasterRecoveryServices
ProactiveBusinessContinuityServices
(e.g.remotemanagementservices)
I4.fnoneoftheabove,pleaseterminatetheintervieworswitchtononuserquestionnaire.
2. Whendidyourcurrentbusinesscontinuitycontractbegin?
3. Whydidyoupurchaseabusinesscontinuitycontract?
Fromwhichvendor(s)didyoupurchaseyourcontract?
5a. PleaseestimatehowmuchyouhavespentonBusinessContinuitycontractsfrom
externalvendorsoverthepastyear.
5b Pleaseestimatetheproportionofthissumthatcanbeattributedtoeach
equipmenttypeplatformwhereapplicable
%ofSpend
Mainframes/datacentres
UnixServers
NTServers
Proprietarymidrange(e.g.AS/400s)
PC/LANs
WANs
TelephonyEquipment
Printers
Other,pleasespecify
6. Pleaseindicatetheimportanceofthefollowingreasonsforpurchasingbusiness
continuitycontractsnow.Additionally,pleaseindicatehowimportantyoubelievethese
reasonswillbein2years’time(l=verylowimportance,5=veryhighimportance).