1. Expedia Resiliency Business Resiliency Presented for TXPEG May 27, 2009 Howard Mannella Principal Resiliency Strategist Expedia, Inc.

2. Expedia Resiliency Agenda and Expectations Agenda: Business Resiliency in context Basic methodology Common approaches in BCP – small, mid, enterprise Questions to ask in BCP Expectations This is interactive Resiliency is not a project (or program), it’s a way of life

3. Expedia Resiliency Who is Expedia? A global retailer of travel Broadest reach in the category –Some of the most popular sites on the Web Operations in Americas, EMEA, APAC

4. Expedia Resiliency Four domains of Business Resiliency Disaster Recovery Business Continuity Crisis Management Emergency Response

5. Expedia Resiliency BCP is Not DR BCP is Not a checklist BCP is Not “WFH-WFS” Common misconceptions

6. Expedia Resiliency Program Basic methodology StrategyRequirementsImplementationAnalysis Methodology

7. Expedia Resiliency Strategy options Technical Disaster Recovery: Subscription: shared risk vs. dedicated Hot site vs. Warm site vs. Cold site Mirroring vs. replication vs. etc. Virtualization Repurposing Business Continuity: Subscription: shared risk vs. dedicated Split locations Reciprocal agreement Planned displacement Mobile Work-at-home

8. Expedia Resiliency Resiliency Exercises Walk- through Table Top Functional Simulation Disruptive Live-Fire Competency BuildingDegree of DisruptionPause/Rewind/ReplayDegree of Validation Low High Low High Low High Independent variables: scope, element of surprise

9. Expedia Resiliency Emergency Notification Service Phone/Email Blast: Two-thirds of staff confirmed within 6 minutes 80% confirmed within 30 minutes Normal Expedia Email: Confirmation estimated by email replies (unsolicited) Actual confirmation not easily tracked for Exchange aliases Emergency Notification Service (phone/email blasts) Normal Expedia channels (email aliases) Time (minutes) IT Staff

10. Expedia Resiliency Human factor considerations Communication is King Policy is Prince Be aware of “emotional unavailability” The “right” person ATOD might not be the right person BAU (or the highest ranking officer) Manage against the “Al Haig” syndrome Discourage the “Superman Syndrome” Accommodate family issues Ensure your plan’s “cultural compatibility” Awareness and competency have half-lives

11. Expedia Resiliency Thank you! Howard Mannella 425.679.3587 hmannella@expedia.com