Blog Post - Simon Toon, Jan 28 2015

Facebook blackout - It's not always due to peaks in traffic

Facebook blackout - It's not always due to peaks in traffic

The news this week that Facebook had an outage of 40 minutes due to a change introduction (BBC News report here) serves as a reminder that major incidents on your website systems can be caused by planned change - it is not always due to peaks in customer traffic volumes.

For e-retailers, the cost of a major incident can be significant, firstly due to lost sales (in 2013, an outage on Amazon was estimated to have lost the company $66,240 per minute, more here). But secondly the brand damage which can be a lot more difficult to put a value on.

It is also worth considering the internal costs within IT, with all the resources used to rectify the incident, and all the follow up work to convince your stakeholders that it can never happen again. This can result in loss of productivity within the IT support team, which has knock on effects to other service requests and IT projects. By measuring performance of the support team you can see whether there is a significant drop in productivity right after each large change introduction.

So how can you mitigate the risk of change on your website? At Salmon, a Wunderman Commerce Company, we have a proven track record of delivering business-driven change to our clients’ websites, using best practice ITIL™ Service Transition processes to maximise service readiness and to minimise the risk of major incidents. We have shown that by implementing service transition processes the support teams are better equipped to maintain service stability, without associated drops in productivity, and reducing the frequency of major incidents, which in turn leads to increased speed/amount of delivery due to the robust processes in place.

To find out more about how Salmon can help you bringing new/changed services online on time and with minimal degradation to service stability, get in touch.