The latest News and Information on Incident Management, On-Call, Incident Response and related technologies.
Mean Time Between Failures (MTBF) measures the average duration between repairable failures of a system or product. MTBF helps us anticipate how likely a system, application or service will fail within a specific period or how often a particular type of failure may occur. In short, MTBF is a vital incident metric that indicates product or service availability (i.e. uptime) and reliability.
In today’s fast-paced, digital-first landscape, delivering exceptional customer experience is paramount to business success. For customer service teams, that means maintaining service level agreements (SLAs) and ensuring swift responses to customer issues that can make or break your company’s reputation. Fortunately, PagerDuty has improved the way companies handle customer service teams and has built applications into ServiceNow’s CSM platform.
Almost every study examining the hourly cost of outages invariably leads to a clear and undeniable conclusion: outages are expensive. According to a 2016 study, the average cost of downtime was estimated at approximately $9,000 per minute. In a more recent study, 61% of respondents stated that outages cost them at least $100,000, with 32% indicating costs of at least $500,000 and 21% reporting expenses of at least $1 million per hour of downtime.
No one wants to be on the receiving end of the blame game—especially in the wake of a major incident. Sure, you know you were the one who made the final change that caused the incident. And hopefully, it was a small one that didn’t cause any SEV-1s. Still, the weight of knowing you caused something bad should be enough, right? Unfortunately, sometimes fingers get pointed, your name gets called, and suddenly, everyone knows that you’re the person who created more work for everyone.
