Establish and maintain training for service continuity.


Training the staff who will be involved in executing the service continuity increases the probability of success in the event that the plan must be executed. It may be appropriate to include the customer and end user in service continuity training.


Examples of when customers and end users should be considered include the following:
  • Situations in which the customer and end user are co-located with the service provider and could be affected by the same events causing the service provider to initiate its service continuity plan.
  • Situations in which a change required by executing a service continuity plan can affect the customer’s or end user’s way of doing business.


Examples of the types of staff to be trained include the following:
  • Staff who respond to service requests
  • Staff who provide infrastructure support (e.g., information technology, utilities)
  • End users
  • Suppliers
  • Selected work group and organization managers and staff


Examples of service continuity training methods include the following:
  • Role playing
  • Scenario based training
  • Classroom instruction
  • Group discussions

Example Work Products

  1. Service continuity training material


1. Develop a strategy for conducting service continuity training.

2. Develop and document service continuity training for each category of threat and vulnerability to service delivery.

3. Review service continuity training material with relevant stakeholders.


SSD Addition
Refer to the Service System Development process area for more information about performing peer reviews.

4. Revise the training material as needed to reflect changes in the service continuity plan and feedback on training effectiveness.