The Management of Service Availability
This paper looks at business requirements and how to assess an appropriate level of availability for a service. Getting this right is important - the costs can triple for a relatively modest improvement in availability. The paper then draws on original Atos Origin research into the root causes of unavailability and the things that could have prevented it. It builds upon the unsurprising but often ignored fact that defective processes and human error cause far more problems than hardware failure, and proposes pragmatic solutions.