Title: Evaluating the human aspect of information technology service recovery in the public sector

Authors: Zoraini Ibrahim; Maryati Mohd. Yusof

Addresses: Information Management Division, Ministry of Energy and Natural Resources, Putrajaya, Malaysia ' Faculty of Technology and Information Science, Universiti Kebangsaan Malaysia, Bangi, Malaysia

Abstract: Information technology (IT) service recovery is part of the operational recovery that needs to be supported by humans in ensuring successful business continuity. Hence, to ensure smooth implementation of the recovery process, the information exchange between the processes should be fast and accurate. However, this can be challenging if humans are not responsive, resulting in subsequent delays that affect the decision-making for further action. Implementing IT service recovery activities in public sector agencies requires guidelines for assessing its effectiveness from human aspects. However, reported evaluation measures for IT service recovery from human aspects are incomprehensive and scarce. Therefore, the paper proposed and validated an evaluation model for IT service recovery using a qualitative case study that employed interviews and document analysis. Based on its comprehensive measures, this model can guide management to evaluate the effectiveness of IT service recovery in the public sector from the human aspect.

Keywords: business continuity; disaster recovery; disaster recovery plan; DRP; human; information technology services; service continuity management; SCM.

DOI: 10.1504/IJBCRM.2022.128030

International Journal of Business Continuity and Risk Management, 2022 Vol.12 No.4, pp.383 - 405

Received: 06 Oct 2021
Accepted: 07 Feb 2022

Published online: 04 Jan 2023 *

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