May/June 2019 I 35
to start their shifts. No procedures were in place to
address extended hours on site, such as accessing food,
splitting roles and assignments to accommodate shifts
with fewer available on-site personnel, and obtaining
appropriate sleeping accommodations. This resulted
in management scrambling to implement the
necessary resources and provide direction for the
on-site personnel.
A staff member suffered a significant health issue
that immediately required first responders. The site
had perimeter security fencing with controlled access.
The main entrance to the facility had controlled access
into a small entrance lobby. Once authorized to
proceed into the facility, individuals passed through a
single-person interlocking two-door access-controlled
entry into the data center. Without a defined EOP, the
first responders would have arrived at the site, pushed
the button at the perimeter-controlled access to request
access, and they would have repeated the process at the
main entrance into the building as well. Once inside,
they would face difficulty maneuvering their
equipment through the small lobby and single-person
interlocking two-door access-controlled entry into the
data center. However, with a well-planned EOP, the
first responders were quickly able to access the site
and get directly to the patient without any delays
and without causing security risks to data center
operations.
Management Procedures
BICSI 009 also focuses on IT service management
(ITSM). The objective is to manage the data center
as a service, not as a disorganized assortment of IT
or facility components. An ITSM framework addresses
the relationship between IT, facilities, and end users
and how they can assist each other. There are many
framework models available to structure ITSM. The
standard does not elevate one particular framework
model over another, but rather addresses the what,
how and why for elements within ITSM.
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