Rapid Response – Outage Management Techniques
Responding to outages is anything but simple. We live in a world where technology outages can cause ripples in so many different aspects of our lives, from not being able to purchase gas to get to work, to traffic light outages impacting ambulance response times. When outages happen, the response has to be fast, organized, and have a well-defined process – or you’ll spin wheels and eat up time trying to define simple things such as deciding whether to drive into the office or jump on a video chat.
There is so much more to outage response than just getting some engineers in a room to fix an issue – such as tracking timelines and determining the true customer impacts and metrics. Communication from outages needs to be concise and delivered at a steady cadence, with proper priority and impact information attached so executives can correctly understand the true severity of the outage. It also involves knowing...