Abstract: The paper presents a four-phase action research project that was (and still is) conducted at the department of Information Management Customer Support and Operations (IM\CS&O) of a large multi-national company. The department is in charge of ICT-service continuity and has to produce ICT recovery plans that are integrated with the organization's overall Business Continuity plan. Interviews, Group Support System (GSS) technologies as well as a risk survey have been used to gather information and identify risks and threats. A systematic quantitative classification, measuring the impact of loss of ICT services on the company's business processes in terms of cost and risk will allow in the near future to utilize an economic decision model to prioritize the core activities of training and implementation of a recovery disaster plan. The research has made clear to the involved protagonists the necessity to share information, to develop awareness, and to formulate a shared recovery disaster plan to ensure ICT/business continuity and/or recovery when ICT disruptions occurs. © Proceedings ISCRAM 2004.