“So I asked one of the lead operators ‘What are we going to do. Is this a big thing going on?’ and he goes, ‘We don’t know what those are, so we wait for 10 minutes, and then we clear them.’”
Or he recalls being at a company responsible for a sizable dot-com that was getting lots of complaints from customers despite the 24 high availability clusters that generated lots of 99 per cent uptime statistics.
If a couple of servers were giving trouble – say because poor code was running – the server manager would just pull the servers. That, of course, affected thousands of online customers. But the availability of the cluster didn’t change.
Davis says his formula approach – which he admits isn’t entirely scientific -- looks at reliability, not availability.
Asked if complaints from customers to a call centre isn’t supposed to be the warning signal IT should heed, Davis to some degree that’s true. But it’s also being reactive. Looking at service reliability is being proactive, he argues.
Regardless of whether the formula is right for your company, the lesson is IT organizations need to find a way to measure how often they get the customer experience right.