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Restoring Service after an Unplanned IT Outage

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2 Author(s)
O'Callaghan, K. ; Australian Catholic Univ., Sydney, NSW ; Mariappanadar, S.

An unplanned outage is the unexpected failure of a computer or network hardware system or software application in a business. The combination of hardware, software, network components, and people required to operate a corporate computer or network production environment increases both the environment's complexity and the probability that unplanned outages will occur. Unplanned outages commonly fall into one or a combination of seven categories: acts of nature, hardware, human error by someone inside a company, human error by someone outside a company, software, system overload, and vandalism. This study aims to develop and validate a research tool to give insight into the approaches that incident managers use to restore service. Such a tool is absent in the literature despite its value, given companies' increasing dependence on their IT and network systems.

Published in:

IT Professional  (Volume:10 ,  Issue: 3 )