Enabling Business Continuity with ServiceNow
- High demand for Business Continuity Planning (BCP) to prep for potential disruptions
- Manually created plans quickly go out of date
- Concerns about data inaccuracy and inconsistency, as well as access issues
- Bespoke ServiceNow system designed with Fruition Partners, a CSC company
- Automated data management that allows for better analysis
- Intuitive and easy-to-use application
- Greater efficiency and improved risk management
- Ability to make better, more efficient decisions during disruptive scenarios
- Adoption throughout the company enables businessas-usual approach
Waitrose keeps the lights on with Business Continuity Planning from Fruition Partners, a CSC company
As “Britain’s favourite supermarket”, Waitrose has a significant reputation to uphold across its 302 branches and online business. Consequently, Business Continuity Planning (or BCP) has an important role to play in preparing for emergencies or eventualities that could affect the smooth functioning of the business, the safety of customers and staff, and the ongoing satisfaction of clientele.The company recently developed a new BCP management system in partnership with Fruition Partners, a CSC company. The solution, based on the ServiceNow platform, helps deliver the BCP strategy and will soon be rolled out across the entire John Lewis Partnership (JLP), which includes Waitrose and the John Lewis business.
Business as Usual
Mike Westby, the senior business risk and compliance manager for Waitrose, has responsibility for ensuring there are plans and procedures in place to enable the company to “recover to business as usual” in case of incident. The plans account for every kind of scenario or “business interruption risk”, from bad weather impeding deliveries, to fuel shortages disrupting distribution, to a fire at the head office in Bracknell, United Kingdom.These plans have to cover various directorates within Waitrose, including supply chain, commercial, retail, finance and property. They must also encompass the functions, systems and people that make up the organisation. For example, Westby says, “If we lost a building for whatever reason, we have a plan for how we could replicate offsite everything that happens in that building, often in another physical location, plus through people working from home.” The availability of these “work area recovery facilities” (WARFs) plays a key role in Waitrose’s BCP strategy, along with clearly defined reporting and escalation procedures.
A Fix with ServiceNow
Westby thought the ServiceNow software could have a potential application for BCP, particularly given the extremely close connection between business continuity and IT disaster recovery. “While we are looking at the business as a whole, not just IT, clearly we are highly reliant on IT as an organisation, so we work closely with the IT team to ensure continuity. We could see that what they were doing in ServiceNow could be adapted for our needs.”Having made the choice to move all the business continuity plans into ServiceNow, the implementation was relatively straightforward. Fruition Partners’ consultant had experience in crisis management and disaster recovery and so was able to help Westby draw up business requirements for the bespoke system, supporting a rapid application design.