Operational Resilience is about having a comprehensive understanding of the core, or critical services that an enterprise offers to its customers and that must continue to operate during a period of disruption.

The consumers who may be harmed if the service is disrupted, including the type of the customer base and whether there are any vulnerable customers who are more prone to harm. The more consumers who are impacted and the more vulnerable they are, the more probable it is that the related service will be deemed “critical”.

Critical business services are defined as those services which if disrupted could:

• Pose a risk to the firm’s safety and soundness
• Pose a risk to financial stability
• Pose a risk to the appropriate degree of policyholder protection
• Cause intolerable level of harm to consumers or market integrity