Your customers are coming to you to get something done. Are they succeeding? You probably measure the availability of your IT systems, but how do you know if you are inflicting a painful user experience on your customers? Nowadays, the customer experience begins with IT. Based on a newly published eBooklet, If My Availability Is So Good, Why Do My Customers Feel So Bad?, this deck explores how IT can think more strategically about connecting the reliability and availability of the IT infrastructure to the business and to customers’ experiences. For more information on the eBooklet, visit http://www.ca.com/bsr

1. Why 99.999% Availability May Mean 100% Poor
Customer Experience

2. Why 99.999% Availability May Mean 100% Poor
Customer Experience

3. IT is fascinated with availability
The Five Nines of Availability
• 90% availability - 36 days/864 hours downtime per year
• 99% availability - 9 hours downtime per year
• 99.99% availability - 1 hour downtime per year
• 99.999% availability - 5 minutes downtime/year
But is availability really the right measure of IT success?
• Consider…

4. Reliability: Which plane would you rather fly?
•
•
A jetliner with a decade of experience, or a totally new design?
Both airplanes offer high availability.
But one has problems with batteries
that catch fire.
•
An unreliable system can actually hurt you more than one that is
not available…

5. Accuracy: Would you want to fly on this plane?
Accuracy is just as important as availability.

6. Why measuring availability is not enough
A company set up its website
as the place for customers to
order their products.
It wasn’t working…

7. The call center knew it, but IT didn’t
All day long, every day of the week, the company’s call center was
being overwhelmed by customer calls complaining about the slowness
of the website.
It wasn’t available, it wasn’t performing, and customers were
having a hard time using it. Yet IT had no idea there was a problem.

8. Why IT missed the problem
•
•
Component availability was great…
People were making their bonuses!

9. But what the customer saw
was the result of all 150 components working together…

10. And it was rare to have everything
working all at the same time.

11. The failure of mathematics...
There was math for component availability, but that wasn’t telling the
whole story.
Are there mathematics for determining a good customer experience?

12. A monument to reliability and accuracy
We can look to the worlds of engineering and manufacturing for our
inspirations.
Take the Eiffel Tower.

13. The base of the Eiffel Tower is four separate pedestals
…each of which was built by four separate work crews.
The work of the four teams had to align perfectly.

14. Putting the pieces together
How were they able to take 18,038 individual pieces of cast iron and
build something that has withstood the test of time?
They had blueprints, and they also had math.
All You Need to Know about the Eiffel Tower, http://www.toureiffel.fr/images/PDF/all_you_need_to_know_about_the_eiffel_tower.pdf, The Official Website of the Eiffel Tower

15. Just as important as the blueprints was the math
Eiffel, his engineers, and his builders had mathematics to determine
that what they were building
was accurate and reliable enough.
This formula measures the probable response of a structure when it
feels movement.

16. We need to think of IT in the same way
We have to have a vision of where we’re taking our business service—
the blueprint for what we are building—and we have to have
mathematics that show us how to create a reliable structure.

17. Because what IT manufactures is user experiences.

18. Are you manufacturing good user experiences?
Read the new eBooklet,
If My Availability Is So Good, Why Do My Customers Feel So Bad?
and learn how:
• To use hard mathematics to improve
your customers’ experience.
• The reliability and availability
of your IT infrastructure connects
to your business.