31 08, 2016

Choosing Resilience Over Reliability

2019-01-27T00:00:02+00:00August 31st, 2016|

In our Southwest’s Summer Screwup article, we wrote about how a router failure at Southwest Airlines resulted in at least $10 million in lost revenue and millions more in associated costs throughout the travel industry. While doing research for that article, we came across a presentation by Richard Cook, MD, who studied complex systems in [...]

23 08, 2016

Doing IT Better: Continual Service Improvement

2019-01-27T00:00:36+00:00August 23rd, 2016|

Continual Service Improvement is intrinsically linked to the business side of IT and is aimed at answering the question, "How can we do this better?" CSI can be applied to any aspect of your IT organization – whether the service desk to improve customer support, software testing to make sure proper QA is done, disaster [...]

22 08, 2016

ITSM: Adding Structure When It’s Needed

2019-01-27T13:56:11+00:00August 22nd, 2016|

IT Service Management (ITSM) is all about helping organizations align their IT services with their business needs. It is an approach to IT Management that seeks to make the delivery of IT services efficient, process-driven, and proactive. Key ITSM concepts Increasing Efficiency in IT organizations The driving mission of ITSM is to increase efficiency. [...]

11 08, 2016

Et Tu, Delta?

2019-01-27T00:11:05+00:00August 11th, 2016|

This past week, an airline company with a reputation for punctuality, and with one of the best reliability records in the industry, was left dumbfounded as over 1,000 flights worldwide were grounded. No, we're not talking about Southwest Airlines. This time, it's Delta. Like Southwest, the cause is IT-related: a power control module failed. Also [...]

9 08, 2016

Southwest Airlines Favoring Profits over IT Infrastructure?

2019-01-27T00:12:03+00:00August 9th, 2016|

The four unions representing Southwest Airlines’ pilots, flight attendants, mechanics, and ground operations are calling for new leadership at Southwest. All four unions, which represent nearly 80 percent of the airline’s 50,000 employees, voted “no confidence” in the airline’s CEO Gary Kelly and COO Mike Van de Ven. In a joint statement issued August 3, [...]