LATEST INTELLIGENCE
hours to restore full operations . This was because of an attempted repair of a faulty device , which delayed the switch over to a contingency hardware platform . By then , the damage was already done . Although these 11 hours didn ’ t cost much in terms of Virgin Blue ’ s IT service availability for the year , they cost Virgin Blue approximately $ 10 million in terms of lost business .
TIPS FOR MINIMIZING LOST BUSINESS HOURS
CASE STUDY : NO-FLY TIME AT VIRGIN BLUE
In September 2010 , Virgin Blue faced what could be considered every airline ’ s worst nightmare . About 50,000 customers and 100 flights were grounded . Four hundred more flights were delayed or rescheduled over the following days because the solid-state disk server infrastructure hosting Virgin Blue ’ s applications failed . This affected Virgin Blue ’ s online check-in and booking system .
Despite SLAs to restore services immediately , it took 11 hours for the service to be restored , and 10 more
• Proper planning and execution of application upgrades , server migration , and any IT change implementation process .
• Having a clean and well-defined CMDB to identify critical failure points and understanding CI interactions in the network to identify the cascading impact of failed changes .
• Educating IT teams on the risks of SLA violations in terms of lost business hours and revenue .
• Gain insight on anticipating and handling outages by evaluating the past performance of the IT help desk . p
www . intelligentcio . com INTELLIGENTCIO LATAM 21