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IT Service Continuity Management

ITSCM Overview

IT Service Continuity helps UCSF collaboratively prepare, plan, mitigate, and test for the next disaster. The next disaster could be an earthquake, fire, or one of ten other identified hazards and vulnerabilities.

Part of the Service Design lifecycle, IT Service Continuity Management (ITSCM) manages risks that could seriously impact IT services. ITSCM ensures that the IT service provider can always provide minimum agreed Service Levels, by reducing the risk from disaster events to an acceptable level and planning for recovery of IT services.

UCSF IT works in partnership with the Campus and Medical Center Emergency Management Departments to deliver the ITSCM process in alignment with each respective organization’s Business Continuity Program.

Contact the Service Continuity Team

1. Current Emergencies

2. Requesting IT Service Management Services such as a Business Impact Analysis

3. Another item?

IT Service Continuity Management Process

To begin, a UCSF Business Unit contacts the IT Service Management team. Then Service Continuity and regulations are  combined into several process activities: initiation, requirements and strategies, implementation, ongoing operation, and invocation.


During the initiation stage, policies that specify management intention and objectives should be documented and communicated throughout the organization.

Requirements and Strategies

It is critical to identify and document business requirements for IT Service Continuity in order to ensure that the business can survive a disaster. Business Impact Analysis (BIA) and risk estimate are conducted to develop an IT Service Continuity Strategy.


Implementation planning identifies and coordinates the various business and technical plans and deliverables into a cohesive master Business Continuity Management Plan.

Ongoing Operation

Ongoing operation consists of activities related to maintaining, testing and changing the continuity plans to ensure that they are Fit-for-Purpose over time.


Guidance and criteria for making the decision to invoke Business and IT Continuity Plans must be carefully documented in advance.


Committee Members (Must be logged into MyAccess)


ITSCM Governance Meetings: 1x per Quarter


  • Business Impact Analysis (BIA)
  • Everbridge Powerpoint Presentation
  • IT Service Continuity Management (ITSCM) Process
  • IT Service Continuity Management (ITSCM) BIA Process
  • IT Service Continuity (ITSCM) Governance Meeting Agendas and Minutes
  • IT DEOC Documentation
  • Ransomware
  • Tiering

Quick Reference Guides

  • Quick Reference Guide - How to View/Approve a BIA on Catalyst
  • Quick Reference Guide - How to Send an Everbridge Notification via Web Browser
  • Quick Reference Guide - How to Send an Everbridge Notification via Mobile Device

Related Links

  • Campus Emergency Management Website
  • Medical Center Emergency Management Website (UCSF Intranet)
  • ITSCM Process Project Plan (Smartsheet)
  • September Preparedness Month