Client
Anon
Industry
Financial services
Primary Goal
Operational resilience
MAKE RESILIENCE MATTER
Maintaining service through disruption
The CrowdStrike outage in 2024 crippled millions of organisations. Many businesses weren’t prepared and had to stop providing services to their customers. Our client, a large multinational insurer, was able to respond quickly to the disruption, and were able to continue serving its customers – thanks to the work we’d done identifying its most important services and ‘minimum viable company’.
MAKE ESSENTIALS CLEAR
How we helped a multinational insurer embed operational resilience
- Before
- During
- After
MAKE ESSENTIALS CLEAR
What’s your minimum viable company?
Operational resilience is an organisation's ability to prevent, adapt, respond to, recover from operational disruption. It enables organisations to continue providing the most important services or products to customers in the face of external or internal disruption. That could mean being able to take payments when there’s an IT outage; or it could mean being able to deliver stock on time when there’s a supply chain disruption.
The key to achieving operational resilience is establishing an understanding of your most important services and minimum viable company (MVC). That’s the base level of services that an organisation needs to keep the lights on and continue to provide services to its customers.
Our client needed help understanding and defining its most important services and MVC. That’s not as straightforward as it seems. Organisations often don’t have clarity on the interdependencies between the processes and services, and how a failure in one part of the business could impact another.
MAKE IT STICK
Embedding operational resilience enterprise-wide
We were in a unique position to help our client – having worked with them previously we understood their business and how they operated. That gave us a front foot in identifying their most important business services.
Through a series of mapping activities, we were able to pinpoint and identify potential points of failure within their organisational makeup, while also revealing further risks and vulnerabilities that needed to be addressed. We then used our operational resilience framework to map out the client’s MVC.
There was more work to do after that. Having identified the MVC, we worked with key stakeholders to raise awareness around the importance of operational resilience and their role in enabling it. That was vital to embedding operational resilience across the business.
MAKE SERVICE RESILIENT
Delivering services through disruption
Our client now has an enhanced and coordinated approach to building and maintaining operational resilience across its entire operation.
The impact of our work was highlighted when the CrowdStrike outage hit in 2024. We helped the organisation establish the right workarounds and recovery strategies. And that meant, while other businesses ground to a halt, our client could continue to provide services to clients.
How we’re making the difference
Our client now has operational resilience embedded throughout its global organisation. It has a map of key risks and vulnerabilities and recovery strategies. We worked with its key stakeholders to ensure they understand the importance of operational resilience and their roles in it.
That means that if the worst happens, our client can keep the lights on and continue providing its most important services to its customers.
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