Upload
others
View
0
Download
0
Embed Size (px)
Citation preview
dia
it tec
desiov
hierani dtcaecorefari itorgansaonsarefei mo mpl dt
dani
Iit ter s.
hi li hterreaons
codea
f iittoen esan
i i itexs nsh it tta can
tern
so
e
idef
ex
dcoi
pressdi ms dt ps
mpui b tngsaoumo mi d dtsunersanredNo.i ltwoufcourseO
oriesgne
i i itrgansaonsn
ftsowarei dseilca , d df
ssuclelbak iworsavame ha
’ eir‘heh iowningllde , s gt ppl
hF lt toac orunaey.adyan ppr
d.lworhedt
i Bt tn u.weroreveiiasvsol hoossuc npo po
d dtunersani tengneero
ltoos
,
i itrgansaon.
dtesan
i ftunconsoa
fod btaaase
tnensan
li lteaona
compo df no
ass
tnen
ht t ters a
.
dle
co
ra
iseEtner
fiene
iagra
n
co
iiwayaswrn
ktewors
ittesenaonsan
i itorgansao
nt me gd ms mpo
pe
n
l iieevso
i lcare
sa
o
d dtunersan
waT nS Mo, a pr pr
ph dd dpapr me
whwa ng ess
he
ho
gra
hso
I
s
tnagerso mplexity.
dan
b i b ittoesaou s usn
asichw hh
,ityf lrea
hrcS ts yse’ mA
dl ih ht ttew ou eisetneratcreae nE pr Mo
i lAt tacca a.liyldiw mpr
i itorgansaon
iversoideifiisdleiseEtnerAn pr Mo asmpl no
lltyoicafic
fhteseh hougiflnubell pa , t , i
nGrouit tecureA hrc p Ope
ingdllelta ‘fisht mo
ivarousfhto elitaon
yanusebe dbi itcaonscanfic
ei lttu wou
itsleve
T tsyse
irawn
iic
I
fr
mpl
foan
su
iusn
rea
co
m, b db
pe all , i poss
gd gt
-ll
hetoleib map t
lelbal ireeyava
pedspe
’
MBdo
.i
’ sdner
li hteaons
i licas
f iscenaro
Slas aa
hiit terner
ra
ta
T l hoossuc
an
su
ma Mo , I
dV
ppo
• Ag ph mu
• Ar
-r ps
• Wh -i mo
d leveobeen
:deiov
l hlyoverw eikqucitexy ms
-llwedanlebtsad dtsanarsarehese)T.kwor
s
i lt taccawayo
useitso
he
l
hToac.
iid it tsc ealrea
appr pr map o
pe
ff b iit t tterensecors u sidny
ftnenocoanyonefht tecocangesoeff mpo
ltoosprheseT.MEtr
pB essiusnhlecaningllde
i itorgansaon.hte
itloutah iarnS gd aw ds
lnoogerhierowllusea dt nt mi
raEturef ftra o
n
isa
n
htere
Z hac
ma Mf
ma, adT
aveSSIs’AGE Eh
bo.jhte
heTAGO F(
tolei bconceva
iittac onersaroun
seorexa
itrs
n
FAGO
h ftawas
dleyuse
d dTt ;unersoo
hta
isw
re
tsyse
Fra
E
me
, f mpl, iaf
mt pu
mo n7,500c dpr
Mi dima
dndi 996 an1ihselb
iefiter
pa me dtnantrDeH d feaso
essC i it tonnuyB iusnhtehere
wthehofoingd dtunersan
ess , hwi dhwt
pe Wo dt ma
hi ferareasoo
kehta
ktworsan
lu
o
dtconnece.
i dt tssrucure
areitrse
b iusn
ex
risfhtose pape
pr ddpe , j
ppl npl i hannngcangeshyw eacan
d inences
ht taeveryone
eiiitoresan
freerence
birngteasyo
anllones
iilcafr
, c
i feaserorfeil
l tevauae
MCB
a
Whma no
i itrgansao
ita s
dt trucuren
l dveroa.ito
di
nimass ma na no as
ifnor
access ma
b toua
mpl mo
ll d tyeaso
itoifnor
itexy
li ikanayssquc
fo
dneee
dan
co
me fofrai lunversatusa
httesen eanpt , o dprirganseurecatwayosa
neexahenanldbiu dt mi
ess
ihthareandserebeto -u ds dw
Wh
wE MoMa
itnerprse
Paper
C i it tonnuy
ite
Ho
ven
mpl
, a
hh mo , e masO i itny rgansaons.
dexan
swe
ar
h lugeyco
However
b taousuc
be tmo pessub httu ella
wi , inr tsnoso’tityleaknolla
Ma , T , theExecshenager)
ma
CB
I
(
mmoncoa
iittac oners.f Bordeiov Cpr
I d it tnroucon
h it tts ah hougEfol lreavauehehd Ttos. M, t , i
itwdnlitsoaoiishtlldy oiitonadtnagersraMa ni na hl
hteke
Cii Bence.R les
h d, ttma no erwors oIt.forleib
isn.coEinllg(M) me
oanlurefia
i itorgansaon
i ftnso
, t
po dt
lreveao
ooac
r
E
hedT.
fhto e
ii i d d lttac onerssunereveo
tgreaerawarentcreaeitso
an
pr pe pupo
ess Mappr ht
dt
Cb By
iusnindiov gB ess
le.d dbtunersanare
tsusehitecnqueturesalhtougA hEMi ma , i
deisepr MoEtnerhsw ere’htaT
tnageroBl htes e CMabna
i fl dannguanini itorgansaonfht trso e ame
ingll
i h itt tts a canb fenehe pr
nwi itorgansaoanigne
Me
d inencesan
ff fterenwayso
fhte
i lnge
icplaof i ltunconare
dspe
i pr
E
de
d
mallhsareTteaIhte
?everyone
ess.b iusnhteto
itonifnorl htes e
lfor
bena
mame
ma
deE itnerprsefO iverveAn wo Mo
way.d itoucve
hto erpa
pr
i i htexorgansaonssuc
ssoheD f Teence. MoDi
Securing the future
MEkeenon
oargel itevaen
i ftnsryoUhtas e
i lltrcuary
KMi
pa pr nl , cmpl
h h ht tta ey avets.Econodgeir miainsonR bo , Cmboan"– Jone to one.
"A model which took account ofall the variegationof
realitywould be ofno more use thana mapat the scale of
C
ptninioisrud
llfhto eaihitg nglihgb hy
i itorgansaon.fht treso ehttec e
Mt mpl pr ess
eff
me me, t mo nb dt
-me , s pl
use
oc
i itorgansaon
asre
e
i htes e
hte
dleca
huc
if
he
lioos
d inencesacr
asures
it
E
tcouner
heT
de
on
sa
pe oss , s
i b i itttacngorsus ung
-k knoch ht tta eo
Bhegd Mv , t
Ma du dhwt
apa aw daff
heo
i itorgansaon
d tnersan
i fhtewso e
taan
lou
l koo
ff Etereni
nagercan
i ltrcuarare
Uisnpr dt me , MO F(Mi
me , w hi
da oss
Wh di , t ppr
ma me
2. Adt ass hpr ess pepl
ms, prmi
ass mpo
att
,eo(
tnens
i ftnsryo
hoac
dnees
itsco
ic
es
oc
A
hts e
lgeneraa
h
D
it te no
)kwor
he
Proc
kwor
dsuse
ess ess
htt tes aeac
Fra
B iusn
fra
e
btues
it tecure
:
dlhte e
D ht teconsruceac
ir
cr
sa
he
tsyse
i htns e
Mo
douce
D feence
dtsanar
hierown
A hrc
ih dtceversanar
d
dan
re
f tacode
mmuitny.coD feencehte
l A htte e.bi l iitaeyvsd
f hty eitus
dlou
kleylii hts e
,lfornearyree(if ft tges orree
it tryouvarouso
yt traeg
h htas orougbe
ongeranc
mpo mimi
M, w dt muhl dwkae
mo
lou
in
Efo
ttnenso
useih ht ttw ou e
co
be itince me
i Bror
a
suht tans aa
i itorgansao
, u gEMme pe Cs
pr dt ncnhhean
isn
d douce
it tconsran
becan hteave
ihtese Ttmpac o.
mmeiaref htecsoanycange
i dtnrouceklteyolire Serrors.
tecsheitwingleand ht eff
lllawaysi
f itorsoscenaro-b teshte eff
d tenI inc
kleylii httc e
iesi
ise
f
i httrec e
ayresources
isf it tr uncon
ltconroan
o
i i Et tananan ner
dayhe
toIhte
iiranngan
dd dht t te ocreaean enm
le
itraon.
ltoos
ani it tsuaon
o
ney
itn n
nse
oesn
hte
res
S Moave
E
i tnves
ht taare
dle.
ppo mpl
dh ps MT dd
po pegEMi
Md
me , t dt -t-d
nee pr
)
Mo
di N ktvsory ewor
Uisn
A
taa.CB Md
danirence
anihtw
oneltngeeincofoleg..(d teni inchty e oss mi ph
resource-anbe
kworguhtedreucecan ess
hel Te.
hed ieucndtaafose , r gt
bienglsaso
tor
nbe
ii ltonadda eff
hcangeshegt
h ita sanih ht tsrag awayw ofiyng dw
ll itecng
t taryocositsnecanf for’tcome ree di ess -j
itecovery
lannuahe
ii l iiit t tcrcaacv es
d i tnencesecan.
, r me
dt
h iecargnglei lld it trcuary eaferrosfyoui uff mapa dr
lony
i itcao
hiterex
o
hw e
tce
itave
unex
a
o
llary
al
hw e
dpl , sme pe dcmpl nw
iS
fo
base
i nrarse
pe
mi , EMcns me
ans
i it tgaonmpr midoveii ftob fene
hei it tsuaonsiveli i d It tynrues n.lea , t
tsuse)
I
I
he
Ttn ea
nt
dle
ttn o
consequenceso
nage
ise
dugeme
Etner
j
Ma me m(MTmu
pr Mo , t MT
deni it tsuaohtel tevauae nadpr
dmeAri itorgansaon.he
hts eCBfleibii f itssno eas Mi
inlldemo
ud iiecsonfoidnikshdTtece.aff -s
fl tuwasehaeltwouId dnee.MEii fcaryob fene , i db as me
yi l itsevauao
d iten
hnt
)an
i lnvove
dbcause
llscaI
di nb
NC” di
fikors. ller
ted Dten es.i inc piive
h, tllyiitscaR lea
b
he
i
E
dleyas
i i it tssuaon
isw
i hneyarsesw ere
h
E
I.
e
fwero
i ftsro
b iusn
save
fene
hte
he
iise
o
ltu
it ttrunyo
dresourcesneee
or
ttno o
use
i iengneern
i itorgansao
o
po Ma poss
ppo mo Mi
d( prpo
gt ess nt , t
nb mr-u
dt
aitoiifsnorhT ma nc
foserii ltonaf i dttorsra)dse pupo
hei itnaantcreaeo dma nt
scoloakorCB Mw difht tro ei tcanfi ignAs pa
ilttedl itewiseE hltnerprhten Mo
isson
i dere
b taou
u
iton
itecvesj
ifnor
bo
ma mi
, sppl pe
aireve)ABI(A litc nayss wc
l itosyexercse.
I
an
B iusn
i itnensve
essmpa
dc
ograBhte
i ldncue
henan
di
dt Cpr mme
, EMa modell htows ei itorgansaonff i fht terenvewso eid
hesedlTe.
tnnageC i it tonnuyess Ma meB iusniiltca ob fs ene
itner-fobexwe
llde
MCi i Btorgansaon.fbi fhtarco ehteht taare
iityadCpablhareSIf t tnrasrucureN i ltaona
tecj
modeiknsarel
i itnervewfoll itanycoeconhter an
itenreb htes edlh d it te a escr
htetsegregae
mohteiniht
tn
re-
nage
ociusnltconrohascangell hengessuc
ma me
hca , b esspr ess
dadtheniknel
si itrgansaon ’d tunersan
Mo, pr ess tsresources.
co
ma dano
desan
ii fht tyo empo , i bl mpl
oc
ps
iit tcreaesvs
k i it tes easero
it tecure
i
ii l htcrcaarc
lt trany
li htreaons
itas
i
)tsesec
ma nwitoifnorl l feveso’ktsac ‘to
ma nareitoifnorl l feveso
potrs.re)ABI(A litc nayss
ements
mpl i it texysocod ireucngk teyoheT
MC
amo
nf ett
essmpaI
litresu s
bar
den
i itorgansao
B itnoesor usn
heT
gEMf Bori f itsousnB fene
N(Cii ltrcaACS
iyusngEM,
f B ior usnii fltsuseubtus ecausejto ess
llfo
inagersC i it tonnuyB iusnheleveryoneesekeiL , t ess Ma
oBhtedeitousfeil Cpr
MCdI
itous
dle.
tuarisfhto
y
sco
T t tsraeg
htedeitsare
i Mose
i iengneerngan
b fene
mw
Etnerpr
hte
pe pape, b
nonhesei Tannng.pl -B
hte
l B d ie yreucng.neyanitonsave me, mo dhass
oCBfoiitondda Mt
ses.rf htoro erleibtoa pupo
its.b fenellfhto eseiveradlean
1.
3.
dbma na pe
h i ht ta sga ere
db plme
tcsanas
asa
li fhtnaysso ese
at dh
sex
dnsa
eco
dta
de
hte
an
MCi d i Bt toacvean reacveprib hhttn o e
ime
itaves
ins.
T
ma
Save
E
do
Ms me
too.
Mh , nasgrown
oi itcaoitsafoC i i b bt t tonnuy u ecause ppl nt
E
hty ehenancebelli db
gto
itexy
inl koo
compl , EMc
“MODAFwill enable definitionofoperational context and,
through subsequent modellingand analysis,identification
ofkeyvulnerabilitiesand potential improv
tdlehteitno mo , i
Securing the future
dani itorgansaon
gBCdtaainddyait
).
sa
iregme
A htte
become
y.t traeg me me, b
fht trso ehto erpatolelbaisava
k i ik dtes qucerannsd hten ai incanB feore ppe , EMma
90btcoerChleano10LTV 3 H wEMc p B M09 O 20
ihBtrghttcreae ei teasero Cs
i LdtervcesC litonsu nVega gS
2
C
mi gB MS
medw hamo me
nadt pe , t CMa
mo hadcmpr
inagers
fht tnso e
Bhe
on
ii lltcrcaee
d inences
y
htoroug
t traeg
dlfhteo e
hidere
re
C
n
ad ievse
inn
it
i itorgansao
to
D teer
le
Ar
ba MBh ieensve
ftecsoMt mu effhteltaeisltoo oEB i hty yusng e.St traeg
hteh tcangeso
MC
mu acc pl iannnghtounw enitnoktaenbts e
MCiBtftrerotoinsvemo pe
nh gt
pa npr
ess
h Btah dB iascange yensurn.
exre
oc
i i Ii lt torgansaon saways.
i itorgansao
d iesg
C i i bdt t tonnuy uge.
fht tro e
f ht ta er e
B iusn
is ess, EMprd i ioucessavngsn
f ltyexacyic
dfnorkea
nt CMa
a, t dcnma ni meboarhe
nager
d dere
B
i itgeneraorscons
hehw e
hteactceih h it ttg sw a exlihghdle pe da
l iit tecrcykacab -up eftsreques or’
,
kes
eorexa
dt mi ma
Sy o.
i fhi h itt t ttaonsococes a
ds , f mplgtns pr err t traege
, t
li
fe
he
he
itsan
l iteecn
i it tvaroussraeges
b fenehte
hw e
isee dnavance
ixercses.ase
ltaeis
f iorscenaro
dlte o
lsoan
fhteiversoivel
lgeneraawaren
aUisng
ess da -b de
no mo mu
desaniov
ensureitsoltcuure
ecause
itraons.hitero
iusn
seioo
i itrgansaonsare
o
lly
d tunersan
caTy.
ht tteywan o
b iusness pi , o gEMb
dhwt ptmi pe
h it ta s
tltcuure
inson
hetro
iC i i dt tonnuy
i i itnrnsc
tn
iusn
san
l ltn eve.
nage
eco
nage
ing
C
rogra
B i ldyncu
dle
l tteasaa
CB
E
aB ess me
mo , B Mb me pa ft , a
ma me
MP mmeMa me
Mpr
itecservcehtecd ievseodt orr
hteitn n
Efi itcaoafhto e ppl no M,
kegworarea..(if t trecoverynrasrucurehe
t treeihgdreaersii tarofabellh itaw ml , ah -s
asESSIuses
cani itorgansaonhe
lteoab i berecognsalliwmy
s
nse
l itxernaservce
esCitnn
ltnernaan
e
amo me
an
hepr mo
ng
ise
C itreang
Etner
h i itw a srequre
id Tov ers.
D leveopi dI gB MRme
irecoveryenvron
mpl po
dlfhteo e
Mopr pe
dfmi dero
ntoi itorgansaoll htows edlea
ltconro.i itguraonfon
ff terenid
forandle
orto
i ievewng
ll ii ittexceen rannga
i iitnanngan
desaniov
dR
db hf
iiranng.CB Mt
hteto
ocrecoveryhteian pr esspr
Clts uure ’
o
O i itrgansaon
egaritw
he
i itcaon
C
a
in
in
dde
he
E
T
mb gB ntMi
ma ppl hr dt
itonifnori ftsoryoreiiitn vedfed htes eiov po ma
isetner
ei ltaccaexa
h ityn esses
a
leo
ll t tusraeiTo
hsow
pr mpl
nb wias dE pr Mo
ei ltrcuarexaishTny. pa mpl
ntoiitodda
se
tns.
a
me
andcnbeui ftnerace
l leveagree
dle
E iixercsng
heT
, Ma
mo pr
hicoce.
h i it ttu orave
exo
da
an
an
le
iengagng
bopr ms dt pl
fht tro eAtn s.nageograC
, t
Bilt tena o
i itorgansaon
ess Mpr mmema me pa
anhcange dc
dtesan axonoi inc
ience.
h ht tta e
d deauiw
pr pl
ensuretoihls epsht
m lm lllmmppppeeeeEEEExxxxaaaaPPPP iiiir t lr t lllr tr taaaaccccccccaaaa
hef iitroorgansnltnadunasCh Bt ta Miaf me pa gt
ansichkworfrahtas eFA me , w hmeDlooanEhte Mt dMO
co
i itorgansao
i dtcardcre
nt
mpa
pa p a
po bl
dnihownersi dtcsarounlfconarehterei ll htrcuaryw en
insres
tnencohacholf d itoreadownlldiro we mpo
i Nt tssen o.
pi , b au mefrai lnversab it tu ycreanginonsingolfb itysin
anHogt mo Dcdlhte eheUisn.lem
nb db pa patnsasaiitrcyuseeht tacaf foreerence
npe pe i iht tcveswrshiterowhsareo
hteain
CB
al kf CMa tnageroBhtor eftooworishereii Tty.
ff terenidhtebteweenit tconenon
for
htehtno avedldes o
dtteod hers avekhltsaeofhteI.MC miBy
i ht ts ai ituesonnare
nEMs mi h i h dt tts a crusestyseb fteauyoaheT
Atpi pr mf Cma ng gd
me-h dspr Aq
hi pr
tah ita ern
itt ;eaon
I
inagers
tner
dh Bteaseeor
ff iterencesw
Bor
l daways i
lebo
onoure
are
lcay
htere
it
dl dean
one
ise
lee
Etner
tsyse
fht tro e
l it ternave
i lsaso)
itrecoveryse
i itguraonsfcon
, a ms, t ph
pa pr MoFor.MCBftco
,agreeh taveo
inglbna, e
ings.d dtsunersan
Mrmo htves eseei i Etorgansaon.ff i fht terenvewso eid
msitedtaallhteab it t tsar yconnecnghe
i itorgansaon
i issons
i hts edle
nt
i itorgansaon
heill btno ei itw nt
isdle
lehisnohere assi Tng.i d dtsunersan
hedtani l dnvoveeveryone
).lia
df mo
mima ntheh bt tces ewee
lta
sfyanyd iteni
d i it t teecanynconssencyan
toigencellitne
CBhe
mmo pl mtftaor
iiconcson.
n
li dtcaryan
co
btmo mus e
nixftso
dle
itco
hte
fhteve(an ni ea ni -o-f
mt
ornon
hd ps dt pr
ph -c
itevenngh bereyan
i dt t tonssen aa.
ili htreaonsi dne
b l ftosacesro
fe
dane
itw
or
moik h ht ttns a eht)H Do(tn
acorr nt modleoranhteo
ion
iteco
rceishll t t ptusrae pe
li iht tresu se er
i
f htorw a.lebins
to
mpr me nh
CMa dn
po hH
o
Do .
nageran
itn
i ftnsoeac
ove
Bhte
ivew
i
tevenso
he
nacc mo pr mi
pl nt moi
dlleaso
i itorgansaon
turae
heTans.
A
i , ttme mon n hendlehte
pr dbt toece
illcrucaee
h it ta s
a
pa metrDefodeaaH
, t prbotsnoahtal dawe
I
f
f
iagramiiwrn‘’ s
O i itrgansaon
i itorgansaon
hein
d htes eiov
U d dtnersan
E
gt
Mpr gd ’
heoiverveiseeno whwt
oveeveryasiousebean dt mpr pe
ninhtvery, e gil C lan onversey.P
isrespob htaouw ole
hent
h
di pl
isno ass
i ldncue
hereT
MCBgtoinllgE Mo
exa
deitnerprse
:e
lipynAp
EMc
mpl
lasseHSave
tnageroBhte CMa
dt
dlere
d f i ftnsoeverynerace
i iitgu esan
bto
vesa
f itunconsan
i i Btsn ecause.f
hte
he
mo mo mb dmi
’
Securing the future90btcoerChleano10LTV 3 H wEMc p B M09 O 20
i LdtervcesC litonsu nVega gS
3
kwor
itenrewthehsoitsopuposerIts.”
da da30mi tnuei l ltsenorexeceveaninedfe
dtaafhtei licaverayii isssh httani i i B itt trs eraon earn.fhttcreae e midt mpl ph tag wo , easyo
p D ptioniescriR li hteaonsN doei ltraona
mpleexaheT.dt psihi li hterreaonsf itunconsanltexernal dtnernaan
-2 s dbeh louVOhei Ts.htdb mo mpl dthani tcaecorenoeh lsouiversonfe
OOOOv iv iiivveeeerrrrvvvveeeewwwwththhhtteeeer tr tttrreeeeaaaaeeee
uffii ttcen obeslli
tnarel l iocaenvronhtedef O itouse us.foreasednoe’ me
Step1Step1Step1Step1–––– CCCC
InMODAFterms, theoverviewisknownas“OV-2 Ope
businessenvironment, withi shownhereisgeneric, buta
real-l
workshop w
withandsimpletoassimilate.Behindt
andtheirrelationships.
OV-2 OperationalView
dnoeshte
f itunconslevera
ht tway a
hte
ltaer.
me i tanngoigved bt taaaseoli lteaonaMt ari it tsconsrucnglooEhtscenes ehe
dini ldncuebelli h it tng awhtesevery
i isvewhti i Itorgansaon n. , s
heil lseved A httnoe. , thacbteweene’
dli;te encofhto ei htnes escodftn e pe mo mpass
heiihtwf i ht t tuncons aarellhte nt
n.iesulei itorgansao
tnot toncaenae
i h ht ttservces a e
Taraninance
l i dtexernaagencesan
RHs
llhte
suc
a
ha , F dI ec di as
nr po
tnsR iequreE hxcange me
i itorgansaon.htelt txerna o
ionf h d itorur erescrfsreerencethexcangehtueacbded iescrbeto , b pahi df pt
iceb kac‘i lnge off
i ldtaegoryncuesabtnsuE invronL locaheT me -c
itonIfnor‘ maheho
htoesno ave
iagrah
hsexcange
itconnecors
ito
he
ifnor
T nted ms wt
ma ni dd
E invron
ltnernaan
B iusnlbloa
to
G
dle
heT ess me
mo , b hi de
Securing the future90btcoerChleano10LTV 3 H wEMc p B M09 O 20
i LdtervcesC litonsu nVega gS
4
i
ha
pu, pe msa
Irea n.
fror
eac
tini h kt ttng a aesanht
dt ms dini lnvoveht taaretsysehedaitsold iteal lftnex eveo
pepl, i asmpl meysoiitseo/ordtnan
pppp2222–––– AAAA ddddssss mmmmssss ddddLLLL
ess me , t
mo gt ms, a mma pme
pr ess dg pu
he
iequ
i dtn sagree
t.
iiiinknkkknnaaaaggggeeeessss
i ldyncue
tou
aaaannnn
tsyse
ienvron
teneraesan
ytytttyysssseeeedddd
b iusn
er
an
hte
indle
SSSStttteeee
Once
oc
f htor edc i itguraonfon
VioceI it tneracve
SV-1SystemLinkageView
dtaasai h ht tts a ei ltngoodle me
dbyllyuse
hedl h d leeras eveohebaovehownieVShted ierveo -1v ws , t mo pedt
dthe)anDC
catyare pi
-1 ws nb wi nb nn , dpi db ac
dint mo ppo gt accessdb
leD it tonnecor ea.ytce
e
edoestewee
l ht tes aarebaitrn
i it tneraco
bysu
ld htncues e
dlehe
leohowive
i dtconnecorssrecore
’VShe‘T
i isvew.htoningikclyc
hte
heiihtwrcare
lee
tcusotohto ersgo
dt ph
me nt
oaciverelidltresu s e db kt
n(Ab ituoi itsrDlldi mpl mant , o
po
iCtc aAtuol htny eeisexahanlebl iexl lf li ifteveogranuaryshe
Res
T
fhto ei ift tnrnsceaureAtsory.fht tro elsonyonei isveh ht tta wi pa ni mo
D.CAhteiai itorgansaoll ht ttconac ei ienqurywaningk nv
iservce.onedeiovllytexerna -pr
e
tex
dlFe orexa.
htn
h
dlhesow
itcrean
tnoe
tr
t ttran o
ivewe
dl heerw en
itsuse
is
e
’
hte
It
ca
co
mpo
nb dind
mo gtemo mpl, t
mpo ppo mo no en pa
:ht taeens
tnusesanl l iocaenvronitenreheT• me
dnIVhte Ra
paddne.exitunsare)RVI(nse
nagercaB
r
he
tcuso
i isvew
A
hUisngt , t CMa
• mema
heandeocreIVhty eireceve
tcuso
t t tconaccenre.
ll ht ts aare
So
Ca
• me me
• db Ra pr ess dt
dtotrouellsarerca
hesehi ltecncaanreivewsarei Sences o.i f dtareyoauitsuff t terenwaysoi av me mo dt
r.tcusomeiienqurng
Securing the future
:ge
90btcoerChleano10LTV 3 H wEMc p B M09 O 20
i LdtervcesC litonsu nVega gS
5
CompositeSupportModel
byld iteail lfseveoht
ipli htorreaons
h htroug
deanynoe..i f dsenorcedlei fht tconssencyo eh ht tts a eitw hEMi mo , id tavanagehelToo.
i itnantoneoordanersocueltwouni tcaempl dadi db mb me err -pr macol koo
ell iyritcal teveauoled iteataa dl ma ppldehangesdlCe.ll fhtareaso eisamena mo mai l ht tsexacy ehars ere
mo gt
af gt
oib i is egnnn
l d ita rawn
dleis
iusng
hT
ppe
mpo modle.itseco
ht taa
hteto
Securing the future90btcoerChleano10LTV 3 H wEMc p B M09 O 20
i LdtervcesC litonsu nVega gS
6
V
wofhtei isveh
wamorehsodlou
mpo df i Ttuncons.itnenservcesancoitnoltae
-1For.Sheieficpei it tneraconsslb httaou ed itea
-2 wVS
moreingdiovpri btersages ylearhte
nn , wh htereas edoesi f bt tneraces eweefo-1s -l pr ittesenaonreinei lsngehowsaShe
-2’ padnsonex‘Slldea
itconneconsfhto eittesenaon
OOOOiiii t it iiittr tr tttrreeeennnnaaaa oooonnnne ie iiieerrrrvvvvcccceeeeStep3Step3Step3Step3–––– SSSS
Havingmodelledthephysicalassets, thenextstep istoextrapo
model, c dint
example, t
detailedrepr
Withthislevelofdetail, themodelcanpr
SV-2 Service-OrientedView
CBdlh htesows ei httn eishttal dgoaani i htservcess eC i i P it t t tonnuy roecng. po mo
-2 s -o , a nbleowhssowivewi dtreneiervceVShtedeiov :
.
if B isor usn
i lt tacca er
y
ians
lreapaoff esshte
iMa sme npr ms
ii hssw ere
h httnagerw a
hT
Securing the future90btcoerChleano10LTV 3 H wEMc p B M09 O 20
i LdtervcesC litonsu nVega gS
7
V
V
o24 h me ppo dt’tr anrsutourcuso’lldeca
dtollneeiywt traeg
pppp4444–––– ‘‘‘‘ ----iiii
gt mo , t CMa wepl anmb poss
mpass
-o wi pr p s Rpr as iervcedesiovVI
ferou
h h ht ttows a e
orexno
i tevousse
nagercan
hten
B
ive
he
atatttaa
dle
i dtrene
.
SSSStttteeee
Uisn
enco
heT
WWWWhhhh
he
iservce
CSBi h ht ttscenaros a eleib
s is iiisscccceeeennnnaaaarrrroooossss ’’’’ffff
lelbaiavafhtro edi mt metcusohefnoraniconverson
heolureia ntVIteeftecocompo mo gt Rs mfmt mo , t CMa mu eff mpl RfhteltaeisnagercanBhedleherotyseIVheivnlyre
:
irar
i itorgansaon
B tye
What-if: IVRFailure
itogaonitnfhtoish me do err
heeisexaht mpl, tdIns ppe n.toh bas eeiservce’tr
Tcuous.constnosoftoentecsareeff pi
)tn
pe mt -t-spe hectex ofroreg..(iton
do )blaancelelbaiavahttu einfeg..(itogaon• Acc err
:f ituncons
It toun n
iih ht ts as reehtdo
• meAcc ma
• ma
iftoun nor
itonIfnor
r
)
R l C teay uso
blaance
R l S ieay ervce orr pa metrdtec eclf htsor ed it t tconac eadeiov
rsutourscuso’heanlelbaiava dt 24 h me ppoitunconsareVfhto eNone IRf
A litc nayss.Iiusn
hedle
fror
ive
tot torroue
leveolly
ow
fu
anleibaletas
lifil bi Itresu saryovous.
desiov
na -d pedl mo , t
pr af , r dl -eff pe mB essmpa
preg..(
Securing the future90btcoerChleano10LTV 3 H wEMc p B M09 O 20
i LdtervcesC litonsu nVega gS
8
nihasalurehifiera tmpac
htedell I is ns.
i it tsuaon.heacto
Rw ma pr ess me irenqurycai f tngocusooclnuaihtIVhte
pppp5555–––– MMMMoooo ggggBBBBCCCCRRRR
pr p s wt
nt
o
eeeessssppppoooonnnnsssseeeessss
h hows oi tevousse
SSSStttteeee
heT
o
mo p i ass dhwt
ar po
o
nse
d tunersan
es
dtesan
t tconsruc
f ii ltycrcad itenhledlte ohteuse
dtousebep, t modlecanhei tssehti Isservces n.’i itorgansaonhe
placereitysot traeg
iiiinnnnddddeeee
, t pr errds
mo , t pe ma
e
fror
fehe
t t tconaccenre
i i itsorgansaon
hedle
F htor
-llwe
i htsng ePCBhte , unldncuebtee’i h ht trses a asn ni di
ftersor
ms pa dpe ma me
radt pa med iesgnhe
nce
exceed
fror
lwou
itcyan
t t tconaccenre
foca
hte
ter
lltso
i itnandnda maloakworhtehsare
ll
ResponsetoIVRFailure
Withthismeasureinplace, the ’24 HourCustomerSuppo
Staff dinthemodelandt
been
iceC itonngencyb fht tueso eirhedT.resuecaiservce’tr nb me att Off
a0eg..(itrcs 5,0 0c
odttcreaebeh taso
, inddrecorei itcreraarence
3%) gIRcaVi itvernD.foll traeca
Off aff’SticeC itonngency‘
dnoishtereinceR S.IVf i fht tunconso ehtel i ltexcusveyoll ltreaeiwhese anarrwa
ht taso)PCBlaC i i Pt tonnuyB iusnhtei i it tnsruconsnd loceurapr ess n(
mt h hta aveIVf i fht tunconso ehe Rtrold iy erveieas df
i it tuao
tes.
fitu
dseconle
davance
ibvasa
, b as na
-b
ll.overa
deiovi lt tacca oitsll i l dtse nvoveiks , i pr pri dnedfe
addii l dtonanoe
b d danone
dan soan’ff
dpe mancefrord iesrehte
nbei it tnsruconscahesef i Ttuncon.htedeiov
mi pe , a
Off
hrour
i Stce a
tnues
R leguar‘
catsi dtunrane aff npr
dle.heinedf nte di mo
iefic
gin
n
inikn
e
i hts
on
ht
litouon
doto
tou
d tavanage
korhle
lsawaysan
dlte o
’It
mo p w as -dmadi
bespelliw
Securing the future90btcoerChleano10LTV 3 H wEMc p B M09 O 20
i LdtervcesC litonsu nVega gS
9
llllllll
aspe p.AL ng p w ht
M/
heitrouiikdneit tneresgrouilca
EC‘B
Jion
iltte llf d fyorreaersoicafic
mme dadivce.tnsanhsareco
pe , t pape dl auihtg onh hrasseishllyfuHo
C l ioncusongt pe bftcs eorefll ioowngashed ierniconshtworIi h ft ts ereore
p speh b tas eenseu’M
papetroishtnf Foreveryone or.b lit tessouohtas eseen
for
arr tenry.i terso
Ms dn
ma , i dbeltwoull i it tesorgansaons
bto eh louE
htes devenllanikover
mb po bilt tenaferonuaarel htargerones ere
PanaceaN toa 4.
dan
fl lht t tseu oo acan
Mpr mmeograCf Boyourlvauei dtyanlquahteove
gde_is_ bh=& ktr?ig =d
i i lt tnnernaonacom.
grouinco.ikdne
i hograpy
hwwwzac.
lwww.
S k Bpeaerforesourcesii tcenuse
http:// ma
http:// m/ ps 2362870
ihch
nager.CMaBi f hteaseror efeil
Efo M, w
mpr
me memakeitsahtta e
i
sempl puporcorei i ht texys ecoingU d dtnersan
i ld itseary aysnlhtoughiA.MCBt trnero
d iiecson _ lianayss
/ea
80
_
i ltraona/
/
ku
b iusn
/
/
/
ftoga
iservces
iltarces
ftsoware
/tg
/
it tecureas.
org
/
/
/
df kaorgu. .
co.
harc
ngrou
ise_
bm
iwwwcnscanorg. .
htwwwgovec co. .
kwwwvegacou. . .
1i.
ing
twww sorgco. .
wwwo.
www.
www
tener
F h R dtur er ea
su_
http:// m/ 4180
http:// pe p.
http://
http:// mo
http:// ess
p/ pr px
http:// m/
http:// -0 m/ m/
rel icoserunoi ftsoafene na
kleylihtanre
iorng.
fhtcruxo e
b ieg
x
he
twor
i itoryourorgansaon
di heplptno
C i it tonnuy
iittac onerscan
ion
gf ?Moin
iiltneya
iusn
ma gi medc
ih httrg
fnor
ere
idfts e
hB , tess
dh ntpr
A itseverw
tesene
in
an
k
Iihtts e
, BCpr
E Moitnerprse
iers
deasid i hterng ehi B ioces ycons.
matt
.f htor emleiii h ht tswor w
l tevauaeo
i Ldtervces .litonsu nGEL d iteaerwS iervceiienceR les hV AC gS
ma pa
df ni pe
h
sex
i
iiaso
ltnaura
ii li ht tocreaons
h ltur er
k ites a
issy
lcearan
ht mb ebp, t
dtce.
itcaganditravce
hiB itte er usn
d tnenex
hle
i idtensne
have
lersc
litsouons.
GEV Aoff pe pe dpr ma
We pe
ess
fdiecaningllde dd ei
i dt ts aagovern
Ma
mu ma htoenougturebts ei itorgansaon
it tury
heT
pa i l i it trcuarorgansaonforyourle :
massall itecngitnco
iht tw ouih httrougseeto
one
po , EMilt tenaittsrueievehacl Te o.ib
mb gb ma ppr l hovaw eni lunversaaitynownittuinilchtwor
ktoitscto
eff no , t ei po
ess uff pl
, ma nt mo dt
ine
sno
i isc
o
her
ii dtcen
dlean
iss
he
h dterwors
htere
i itna
lun
i l Itecvey.
dtaa
d dtsanar
fo
MCmpl aBteecol tongeroll ktae, i itwi i itt trs eraon
iency
f
dpe
hte
Ex
In
h it ta spr al iearnngcurveiisshT.Mh i ld Ett tec a ncuesjo
lli
ii it ts seaseroihdse, ali btsesadle
itrequrespr madi
dpe
nleboa
itrssenceland iteao
hsync.
dwhovereaheh i Torzon.hte
htelliynusua(i itorgansaonsutt me
l h itycasesw he
dtre.
mi mpl ht
lorysupr dt po ppois
d itnses
h fereore
is)
Fcorners orso.
ht tsecor
an
’
l lt tevaencuure
ing
itcreave
c
‘
fno
n
ll iteco
diandtaeo
htadlorCByour Mw , w
isdtaah ht tta eensure
los.is
ftentnsiexenvroncoinhange mpl me , o
i dtcsecoranlb
iusnS i C lt tenor onsuananisaIC dB ess
iversh dlt tny a e
iienceR les
h ieensvecodeiov mpr
i ftvareyoad pu
i l ionaservcescofosGEV Aiapr ess mpa
key.areiiencelres
lebna
i dtsecuryan
yh ltecnoog
hw ere
-e dc
il i itrcaorgansaons
ll itengesw
co
hcallnuay
mme me
hc
lkareG Cary MB
keburesESSisniservcesingdleMo , u gI , o po ,
i ftngso ware.dle
.MCllf Btuneversoeyor
dence.ifon Wepr
i tano
ise
FAD
Etnerpr
MO -cmpl moderiov
.M
ibi d ?ts eng oneoitcwayd iit t to nasyse’don ma , hwifyouI
i itncenve.flweru
tgoly
toi itorgansaonfht trso epa
llinagersw
:arektaecan
’
l taueodadvdlou
lly)P it tyec racca..t traeg , BCMa
RHisniftrofenelwoulesehtouw oidn2. F db mu gEM(
sitnytneeiasGEV.MEtn Ah mplme dEMma me
i itexorgansaons
hterroin
l dttosuy
kac
dleco
e
nee
de
i
to
Try
pt, ITS
db gf mo
mplme
mo mpl , b
api , e
loomanEMt pr
mo
ma nt mo nt p a
pr dd ms p t
cokee
u
o
iagra
hte
dlhte a
once
he
dh teaseesan
ihns
i itna
s
fro
hiecnques
icenceir
Ettae
b itan
I
Ob.
mi Mt ma
atall
-u poss
maitonifanynor
hw erever
dtranscen
dse
d tneeso
re
gt Mi ibtssuah Etaindd iec
?n
kt Mc
nyud ma ppeihta
h Eta
ketoo
inht
o
fyouI
ca
ppr htooacicafi itcen
bboaveoul leve
elou
taso
i dtorecasngan
one
blo e
itw
bitsno en
ii ht txng a
le
’
bo
itI
an
f gd me , y pr
pr ms hf eff
df pr mc db apo
po
mi
tronitredauisanhtere
id
Eornoaceh iasn
i f i ht t t tesonsoracons ayou
h i it t touw ayourorgansaon
me ugg
pl wf
s
idFn
So
1.
:ihter
Mias
att ntiteno
s
Cltuure
E
a.
N St tex eps
3.
ww .ega.coukwv .01
itrsfhttcreae el lt t ttexernaconsuan oG teanc.
info@ egacoukv . .KUJE1SBi ltrso 6 1
oudl itew
i Ldtervces
P karB iusn
litonsu n
i ltrso
G
Tl+e.
EV
mo hy
AC gS
360B ess , C
44 (
h b Larouranedlo , B
01)1 7 988 0 340+ax.01)10 7 988 0 33 F 44 (