Concise Guide to Software Engineering by Gerard O'Regan

Author:Gerard O'Regan
Language: eng
Format: epub, pdf
Publisher: Springer International Publishing, Cham

Figure 10.24 presents outage information on the customers impacted by the outage during the particular month, and the extent of the impact on the customer.

Fig. 10.24Outage time per customer

An effective customer care department will ensure that a post-mortem of an outage is performed to ensure that lessons are learned to prevent a reoccurrence. This causal analysis details the root causes of the outage, and corrective actions are implemented to prevent a reoccurrence. Metrics to record the amount of system availability and outage time per month will typically be maintained by the customer care group in the form of a trend graph.

Figure 10.25 provides visibility on the availability of the system at the customer sites, and many organizations are designing systems to be available 99.999% of the time. System availability and software reliability are discussed in more detail in Chap. 11.

Fig. 10.25Availability of system per month

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