The Evolution of Protected Processes Part 2:
Jim D Well, the summer is over, even if we have had great weather into September. Enjoy and look forward to your comments!
It has been a tough few months for some US airlines with their IT systems availability. Hopefully, you were not caught up in the major delays and frustrations.
Both Southwest and Delta suffered major outages in August and September. And such outages are not limited to the US airlines, with British Airways also suffering a major outage in September.
Delta and Southwest are not unique in their problems, both United and American suffered major failures and widespread impacts in Even with large IT budgets, and hundreds of millions invested in upgrades over the past few years, airlines are struggling to maintain service in the digital age.
The reasons are straightforward: This was further complicated by multiple integrations that had to be executed due to mergers. With digitalization reaching even further into the customer interfaces and operations, airlines, like many other industries, must invest in stabilizing their systems, address their technical debt, and get serious about availability.
Others, like many IT shops, have decent availability but still have much to do to get to first quartile availability. Availability is about quality. Poor availability is a quality issue.
You must have a quality culture that emphasizes quality as a desired outcome and doing things right if you wish to achieve high availability. Most defects — which then cause outages — are injected by change.
Thus, strong change management processes that identify and eliminate defects are critical to further reduce outages. Monitor and manage to minimize impact. A capable command center with proper monitoring feeds and strong incident management practices may not prevent the defect from occurring but it can greatly reduce the time to restore and the overall customer impact.
This directly translates into higher availability. You must learn and improve from the issues. This continuous learning and improvement is key to reaching high performance.
With this base understanding, and presumably with only smoldering areas of problems for IT shop left, there are excellent extensions that will enable your team to move to first quartile availability with moderate but persistent effort.While Massey University was host, the Centre was a functioning partnership including plus researchers from the University of Auckland, Victoria University, University of Otago, University of Canterbury, Landcare and Plant and Food.
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