What must be known to resume without the tool?
Track 01 · Managers and Business Leads · English edition
What you will learn to do
identify a minimum continuity capability and verify it in an exercise.
Fictional pedagogical case: a premium services company is preparing to automate its refunds.
The course
The automated service is unavailable. Employees still have the reservations, but no one knows where to find the valid version of the policy. The problem no longer stems solely from the tool: the organization has lost an accessible workflow.
Human resumption does not require reproducing the entire automation. The company must define a minimum service level and priority requests. It may defer certain operations, subject to its obligations and commitments.
The necessary knowledge is that which allows for the performance of this minimal work. Employees must know where to find the rules and recognize cases that require escalation. The corresponding authorizations must be available at the time of the incident.
The status of operations already underway is decisive. A request sent to the tool before the interruption may have been executed without visible confirmation. Resuming it manually without verification can create a duplicate.
A written procedure must therefore specify how to find cases and their statuses. The company verifies this procedure through a simulation. The recovery time, errors, and untraceable information serve to improve the organization.
This exercise evaluates continuity within a chosen scope. It does not assume that every employee memorizes all procedures.
Your decision
The assistant is unavailable for two hours. Define the team's first actions and the processing of a refund whose status is uncertain.
Formulate an answer before opening the answer key.
Open the reasoned answer key
The team identifies urgent cases and accesses the rules via a path independent of the assistant. It establishes temporary tracking and designates a person responsible for exceptional decisions.
For the uncertain refund, it verifies the status in the execution system or waits for reliable confirmation before restarting. An absence of response is not proof of non-execution.
Production to keep
continuity procedure and processing of uncertain operations.
Evaluation criterion
Uncertain operations are verified before a new execution.
Sources and references
- NIST, AI RMF 1.0, 2023
- NIST, Generative AI Profile, 2024
- Risko and Dunn, Storing information in-the-world, 2015
The case and the answer key are VOCE pedagogical constructions; the references do not validate the effectiveness of this training.