During public safety threats such as Covid-19 or severe weather conditions, as well as critical business events like Equipment failure , IT outages or Cyberattacks – ZSuite improves organizations resiliency to such events by intelligently activating response teams based on their context and location awareness over any of the communications channels like sms, email or voice call. Establishes further a communication and collaboration on workspace among all involved parties to bring impacted operations back to normal or implement business continuity with minimum disruptions.
An All-In-One Critical Event Management Solution
Between rising security risks, natural disasters, climate change, business application slowdowns, IT outages, and unpredictable man-made threats. it’s not a question of whether, but when, a serious security or performance issue with your digital or physical infrastructure will endanger the health of your business or the communities you serve. The results can be immediate and devastating. For a business, they may include lost revenue, reduced employee productivity, a drop in share price, regulatory fines, and reduced customer satisfaction and retention. For a public safety agency or a health care provider, the stakes can be life or death if a doctor or nurse fails to receive an urgent order, or the public isn’t notified of an emergency evacuation.
The key to successfully managing incidents. both crisis and day-to-day operational incidents, revolve around making informed decisions and having the visibility to communicate quickly and effectively. Zapoj CEM Zsuite platform provides a robust suite of services to empower better decisions throughout the incident lifecycle to protect your most important assets.
The Zapoj Critical Event Management Platform is built on the most secure, scalable, and reliable infrastructure with multiple layers of redundancy to provide real-time threat detection, situational awareness, integrated response, and collaboration capabilities all with a single, enterprise-wide view.
Built on top of these core functionalities, Zapoj CEM Suite aka Zsuite provides flexible services to address specific client risk intelligence and critical communication needs and use cases. These services include Visual Risk Intelligence, Crisis Management, Mass Notification, Major Incident Management, IT Event Altering, and Staff Scheduling.
Zapoj CEM framework can be used across many industries to address emergencies. Harnessing thousands of data from various emergency sites, Zapoj CEM identifies the degree of threats to the organization, assets, people, and supply chain depending on its locations. All this necessitates the escalation of automated response preparedness plans as relevant to company policy and compliance meant to analyze blocks and mitigate future risks as well as improve business efficiency.
How it works
Zapoj Zsuite brings together all required services for organization Security, Incident Command Operators, IT Operations Teams and Risk Management professional to Discover Impacted Assets (People, IT Systems, Supply Chain, etc), Take Action in Initiating Response Teams using Automated Workflows, Collaborative tools such as Chat, Video / Audio Conferencing to keep all stakeholders on the same page, Examine Team Responses, escalations, and overall performance and Finally Analyze Performance of Teams in handling risks.
Our approach to Critical Event Management enables organizations to quickly and reliably:
- Increase visibility into global ware threats
- Reduce or automate the time to initiate action
- Communicate and collaborate over Chat, Conferences, share documents
- Minimize the cost to restore normal operations
- Gain a common operating picture across the organization
Increase visibility into global wide threats and common operating pictures
Via a single, interactive console, users get a birds-eye geographical view of the state of the organization in real-time. Zsuite Visual Risk intelligence delivers the most accurate information in real time to key decision makers by providing them with simultaneous visibility and interactivity to gain a complete and shared boots-on-the-ground understanding of critical events your organization faces so that operations can effectively manage day- to-day challenges and respond to disasters when they arise.
Reduce or automate the time to initiate action
As the situation changes, Visual Risk intelligence allows you to alert crisis response teams and key stakeholders through integration with incident communications and mass notification. Through better risk preparedness, organizations can be more proactive when dealing with threats. This can help them mitigate or avoid the impact altogether. This can result in avoidance of costs that might include shutdowns, fines, loss or damaged inventory and even loss of life.
Communicate and collaborate over Chat , Conferences, share documents
From Zapoj workspaces, crisis teams can coordinate all response activities, teams and resources to accelerate recovery times and maintain command and control when crises evolve into unanticipated scenarios. With all stakeholders – from responders in the field to executives in the boardroom – working from a common operating picture, you will never have to worry that your response plans are not getting executed or tear yourself away from mission critical activities to provide a status update.
Plan and ready for any critical event
Every day, operational issues impact productivity and revenue, cause production slowdowns, delay responses to time-sensitive issues, and require tracking for compliance purposes. To ensure a quick response and fast resolution, it is critical to follow the correct procedure and include the information required for each incident type. The incident has a prescribed set of processes that must be followed in order to efficiently resume regular operations, notify the correct internal and external stakeholders and comply with organizational and industry guidelines.
With form driven and highly customized templates for Incident Management and Mass Communications, can be configured to fit the needs of any organization or government agency with customizable variables and a separate incident response plan by location, line of business, or facility. Multi-step workflow that prompts users to select the correct incident type.
Data driven analysis for operation business resilience
Analytics provides incident response trends which are available by group, time or type to help continuously improve processes and assist managers with resource planning and optimizing response times and SLAs. With interactive response timeline monitoring, and early warnings, businesses can proactively ensure adherence to the organizational service level objectives.
- Actively manage SLAs
- Manage team capacity
- Monitor group response performance Assess incident trends
Distinguishing Features of Zapoj CEM
Zapoj Critical Event Management brings several innovative and advantageous concepts to the management of operational resilience
- The convergence advantage: merging the disciplines of security, BC/DR, and IT ops into a single model
- The process advantage: elevating these disciplines to a process view, useful as an integration and measurement framework
- The Maturity advantage: provides a foundation for practical institutionalization of practices—critical for retaining these practices under times of stress
Critical event management for business resilience
What Is Critical Event Management (CEM)
Critical Event Management is a software platform, which ensures organizations rapidly respond to business disruptions or even avoid – sudden and unexpected disruptions. An end-to-end CEM solution provides real-time information about global risk events and threats, alerts you when any of the organization’s assets (People, facilities, supply chain, IT) are exposed to threats. It further enables organizations in automating the response to reduce the mean time between failure, optimize crisis communications, and provide a common operating picture to all key stakeholders- Executives, CIO, CEOs, Managers, HRs, Business Continuity, Crisis Management and Security teams. CEM software improves business resilience for organizations to accomplish the mission.
What are the essential components of CEM software?
5 important Critical Event Management Components are
- Global Aware Risk Intelligence
- Threat Correlation and Common Operating Picture
- Crisis or Incident Management and Multi-channel Alerting
- Unified Communication and Collaboration for Response Teams
Who should use Critical Event Management?
A CEM platform is ideal for any organization, big or small, that is looking to converge operation management activities like security planning and management, business continuity and disaster recovery, IT operations and service delivery management, Crisis communications across the entire organization to create an integrated, cross-functional, all-hazards response. Examples include small and medium-sized businesses, large enterprise organizations, healthcare facilities, schools, hospitals and government agencies.
Under what circumstances a business can use CEM software?
A critical event management software is a key component of business continuity planning and execution, crisis management and communications. It brings together the best of your critical communications and crisis management resources to ensure your organization is prepared for any of the risk events given below:
- Natural disasters and weather-related incidents, such as floods, wildfires and snowstorms
- IT incidents such as infrastructure issues, database down or application slow response.
- Denial of access incidents, such as fires or chemical spills or Riots
- Power outages or Facility disruptions
- Cyber attacks and data breaches
- Critical equipment or infrastructure failure
- Pandemics such as COVID-19 and the influenza virus
- Active shooter incidents
- Supply chain disruptions
- And much more
How CEM improves Organizational Resilience
Let’s define what Organizational Resilience means before we understand how CEM improves it. Organization Resiliency: The ability of a firm to deliver on its brand promise, no matter what the disruption is and how bad it is.
Modern-day customers expect your business to be available round the clock. To meet customer demands, today’s business must strive for resiliency.
CEM platform brings together
- Risk intelligence that proactively assesses potential threats before they become critical events.
- Common operating pictures of Assets (People, facilities, supply chain, IT services, etc), risk events, and crisis management tasks.
- Automated workflows to implement business continuity standard operating procedures
- Communication tools such as Chat, Video Conferences for Teams, and one-to-one voice calls or SMS to enable rapid collaboration for response teams.
- Analytics that provides Mean Time to identify a Critical Event, Mean Time to Respond by Teams, and Mean Time to Resolve it.
An effective Critical Event Management software is an integrated, end-to-end process that enables organizations to significantly speed up responses to critical events and improve outcomes by mitigating or eliminating the impact of a threat, thereby improving the operations business resilience.
Building organizational resilience
In 2020, business operational resilience is the utmost important aspect of worldwide business, be it small or global enterprises and no matter what part of the world they operate from. Defined as the emergent property of an organization exhibited when it continues to carry out its mission after disruption, that does not push it beyond its operational limit. Never in modern history, organizations have taken serious thought and investment in making their business operations resilient to disruptions. The organization meets its overall mission only when every individual high-value service in the organization meets its mission. Each service constitutes people, information, technology, and facilities – a critical event can disrupt any one of them impacting the service and eventually overall organization mission.
A Critical Event can be anything that causes a business disruption, from operational disruptions like IT outages and supply chain disruptions to catastrophic man-made events like active shooters or natural events like earthquakes or severe weather or Pandemic like Novel Coronavirus (Covid-19). In fact, these events have been on the rise for the last 10 years, on any given day some part of the world has always had some critical event impacting Business in that area. With a deeply interconnected Global Economy, the impact of Business on one side of the world can cause business disruptions all across the world, even if they were not directly exposed to Critical Events. The cost of inaction or poor preparation remains steep, results in lost productivity, eroded corporate reputation, instability in supply chain management, and lowered revenue.
In highly complex worldwide risk events, reliance on humans to collect data, connect modules, interpret threat data is impossible to manually visualize, track and process all information affecting your organization. Without technology, you cannot be proactive in mitigating the risks and impacts; at best one would just react. Unfortunately, many organizations still rely on manual processes of collecting data, trying to implement business continuity based on a very narrowed understanding. This is where Critical Event Management (CEM) comes in handy in helping various roles in an organization such as security, operations, risk management, crisis management, and IT professionals to be proactive than reactive during critical events.
This guide will help you better understand, How CEM Works, How it helps business, How to initiate the CEM strategy, and finally how to quantify business resilience.
How CEM Works
Critical Event management addresses both the strategic side of business resilience which starts with identifying business risks, business continuity planning, forming crisis management teams, and the tactical part of implementing business continuity, which starts with situation awareness of global risk events, assess which assets get impacted, launches response teams to implement business continuity plans, crisis communications, response team collaborations, and post-mortem analytics. Zapoj Critical Event Management product- Zsuite is an AI-powered comprehensive end-to-end critical event management platform that enables organizations to predict, act, orchestrate, communicate and collaborate during any critical disruptions to business operations.
Following are the 5 pillars of Critical Event Management
- Risk Intelligence Risk intelligence provides thousands of data feeds across weather, protests, social media, dark web, and hyper-local safety feeds to curate, filter, and categorizes risk events. Data is visually organized to easily understand risk event location, type of risk, data source, and severity so that security teams can take a faster response to threats in order to avoid false positives and make better decisions.
- Correlation of assets and threats CEM software aligns risk events to assets using a dynamic correlation engine that combines static location, expected location, and last known location of people and assets. CEM can take this a step further by considering time elements to determine who or what is impacted by threats, in order to reach them faster and more decisively.
- Orchestration of business continuity plans and incident management Automated workflows ensure that even when you or your team is not watching for threats, the system is going to do for you. SOPs, communications, and action plans can be automated and orchestrated during a crisis in order to speed up response and ensure that the appropriate action is taken for a particular threat.
- Unified communications and collaboration The unified communications component of the critical event management system allows front-line workers to collaborate and communicate via chat rooms, web conference war rooms, securely share relevant documents and update task status.
- Data-driven analytics With CEM, metrics are built-in throughout the process to ensure the right action is taken by the right people, at the right time, and to understand how effective actions implemented were and how you can do better in the future.
How CEM Adds Value to your Organization
- Reduce losses from business interruption.
- Lowered costs from IT downtime.
- Decreased losses from property damage.
- Averted costs of lost employee productivity.
- Global risk events situation awareness and their impact on business operations.
- Increased security team productivity through freed up time for higher-value tasks
How to Initiate the CEM in your organization
- Leadership Initiative Build alliances across the chief security officer (CSO), chief information security officer (CISO), and chief information officer (CIO) at the very least. Combining the experience, insights, and intelligence from across the organization makes it possible to quickly understand the root cause of an event and ensures a rapid response and operational continuity.
- Identify key assets and risk areas During every event, a resilient organization will know where employees, travelers, visitors, offices, manufacturing facilities, and other critical assets are located. It’s also critical to know how they are interconnected and the dependencies between them. Beyond knowing the location and interdependencies, organizations also need an idea of how much it will cost if these assets are impacted by an event. For instance, perhaps a critical business application goes down resulting in thousands of dollars in losses every minute. It’s important to calculate losses based on the overall use case, such as how many employees are going to be impacted.
- Risk Intelligence data sources It’s time to pull all of your risk information together into one place to streamline your threat assessment process. Align sources, information, and evaluate the risks and the impact to your organization across five key asset types: People, Buildings, IT Systems, Supply Chain, and Brand/Reputation. Your data sources should be vetted and verified, involving geo-targeted intelligence related to weather, terrorism, and other potential disruptions. Verified sources and analysis eliminate the noise and enable you to generate the most impactful information while eliminating false positives.
- Communication and Training The primary goal of business continuity planning is to efficiently restore operations through predetermined, systematic processes and procedures. However, in order to minimize the impacts and rapidly respond to operational hindrances, companies must ensure business continuity communication methods and procedures are clearly defined and functional. Communication planning is an intricate part of preparedness and any continuity process. Clear and effective communication channels must remain available in order to disseminate information to employees, assess and relay damage, and coordinate a recovery strategy.
How to quantity CEM outcomes
If you can’t measure something you can’t improve it, this is applicable to business resilience also. Since CEM is all about improving the business resilience of organizations, the capability maturity model in place quantifies where organizations stand now, identifies gaps, assesses what needs to be done to improve it, provides a timeline for improvements, and tracks the progress with data-driven metrics. CEM-CMM positions operational resilience in a process improvement view. Let’s talk about CEM capability maturity model stages
- Adhoc Stage: As part of organizational Security – Business continuity , Crisis Management and IT ops are silo managed with individual tools and processes. No CEM software is used to implement, all tasks are manual and paper based, teams have limited knowledge of important assets for successful business operations. At this stage any business operations disruption response is slow , uncoordinated ,unstructured, eventually leading to revenue loss and brand value at stake.
- Reactive stage: At reactive stage organizations would have started using basic CEM technologies like emergency notifications, aligned with all teams responsible to implement Business continuity and crisis management under CEM practice. Assets (People, Facilities, supply chain , IT infra and services and Information) needed for business services to meet their goals are defined as well . But identification of risks and correlation of assets is still a manual human task. Technology is used only to alert response teams and the implementation scope is still at the departmental level.
- Managed stage: At this stage organizations have taken CEM seriously, more and more business units started implementing CEM strategies. Most importantly end to end CEM software is used to replace manual operations with automated risk identifying but the limited correlation with assets, alerts are multi-channeled with escalations and audits at every stage.
- Proactive stage: At this stage organizations are matured with CEM and implemented best practices for all business services. All identified risk operations are automatically correlated with assets and alerts are sent based on staff schedules. Mobile devices are used to send alerts based on context and location awareness.
- Optimized Stage: At this stage organizations should have implemented CEM across organization wide with dynamic altering , automation with orchestration , data driven analytics to understand gaps and continuous improvement.