Business Objectives Should Outweigh Service Levels by Melissa Swartz
Business Objectives Should Outweigh Service Levels
The point of technology is to improve the business.
Last Friday afternoon, almost everyone who could had taken off to get a start on the holiday weekend. That was my plan, too... but then I got a call from a client with a problem.
One of the vendors for a critical cloud application was making a change in the protocol that my client used to connect to them, and at 10 p.m. Friday night my client's connection would no longer work. This application was a 24x7 customer-facing service, and if it was down it would create customer service and billing issues that would take a while to unravel.
My client's staff was aware of this, and I had helped them test the new protocol, but there was no one in charge of getting the deployment done. Progress had stalled. So I dug in, found some resources to do the work, and by 7 p.m. the new protocol had been deployed.
Melissa guides enterprise business clients through the complex process of finding the right communications solutions for their business, and getting...
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