Friday, July 8, 2011

Hidden Issues Behind 99.9% Service Level

Your IT Director is surely proud to constantly deliver 99.9 and more percentage of availability of systems and network. Though it is probably the most commonly used metrics, it is not necessarily the best metrics to use. It does not, for instance, tell you anything about the impact of a downtime or outage. What we usually would be presented are great uptime graphs like this one:

What does this tell us really?

Imagine this, due to a network or system issue, check-in is not possible for an hour. The check-in agents will have to fall back to manual check-in. In addition to cost of additional staff, this may result in flight delays. Again, what is your plan to address this? Buy more technology? What is the ROI?

What if you knew the delay cost of the affected flights and could relate this to the responsible IT department? You then could trade an investment off against the cost of downtimes.

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