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Seven Reminders Why We Need ITSM

Mindful ITSM LogoA recent article in itnews.com.au called ‘Seven Reminders the World Runs on IT’ illustrated how IT systems have become so ingrained in every aspect of our day-to-day lives and the impact that failure can have. When I read the article my mind re titled it to ‘Seven Reminders Why We Need ITSM’. I suggest you read the itnews.com.au article in conjunction with this post. Here is my take on their 7 reminders.

1. WHEN YOU DON’T GET PAID

The Queensland Health payroll debacle, which cost $1.2 billion has been reported to be a result of both poor project management and lack of adequate testing. The new WorkBrain/SAP payroll replaced the LATTICE system. The system failure left thousands of health workers unpaid and underpaid for weeks. A total of $91 million was also overpaid to over 61,000 staff.

ITSM SOLUTION: Transition Planning & Support, Release and Deployment Management, Service Validation and Testing?

2. WHEN YOU CAN’T ACCESS YOUR FUNDS

The Royal Bank of Scotland total meltdown in 2012, which left people stranded abroad and others unable to complete purchases of new homes has been reported as the result of a software update corrupted by one of the bank’s technical staff. RBS put aside 125 million UKP to cover costs and compensation of the failure that affected NatWest, RBS and Ulster Bank customers.

ITSM SOLUTION: Incident Management, Change Management, Knowledge Management?

3. WHEN YOU’RE LEFT STRANDED

The failure of the Sabre check-in system in 2013 meant that Virgin Australia was forced to deal with a backlog of flights after a two-hour check-in system outage. The failure of Virgin’s customized Sabre system resulted in the cancellation of over a dozen of its domestic flights leaving from eight cities around Australia. The failure was blamed on a router failure.

ITSM SOLUTION: Service Asset and Configuration Management, Availability Management?

4. WHEN YOU CAN’T GET HEALTH COVER

One of the centerpieces of the so-called Obama care US health insurance reforms – healthcare.gov – has been plagued by problems. It has suffered atrocious performance issues resulting in people being unable to complete insurance applications.

ITSM SOLUTION: Demand Management, Availability Management, Capacity Management, Service Validation and Testing?

5. WHEN YOU CAN’T CONNECT

With customers ditching their handsets in favor of cooler devices made by Apple, Samsung etc. it looked like things couldn’t get worse for Blackberry. Then in October 2011, a core switch failure sparked a series of events that downed its messaging service for 3 days.

Engineers decided to revert the software running the switching infrastructure to the pre-upgrade version. This meant the Internet Protocol backbone of the BlackBerry network in Europe, the Middle East and Africa had to be rebuilt from scratch. Effectively reset, the switches and routers had to learn where they were within the network and how to talk to each other again.

ITSM SOLUTION: Change Management, Service Asset and Configuration Management, Availability Management IT Service Continuity Management, Service Validation and Testing?

6. WHEN YOU MISS THE DEAL OF A LIFETIME

A second can be a long time in the high-tech world of stocks and shares, so it must have felt like an eternity when trading ground to a halt on the ASX for four hours in October 2011. The major outage was caused by an update designed to allow faster trading! It appears that the new trading platform went into production with existing issues unresolved.

ITSM SOLUTION: Change Management, Service Validation and Testing, Release and Deployment Management, Incident and Problem Management.

7. WHEN THE LIGHTS GO OUT

When an earthquake hit Christchurch in February 2011, 185 people lost their lives and more than 6600 were injured. In the days and weeks ahead, technology would play a vital role in identifying and fixing hundreds of faults on the network.

This was only possible after technology staff recovered data center equipment from Orion’s offices and relocated them to its emergency operations center. Had that equipment been lost it is impossible to say how long it would have taken to fix the 650 reported faults and restore much needed power.

ITSM SOLUTION: IT Service Continuity Management, Service Asset and Configuration Management, Availability Management. In this last item, the solution was in place!

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