It Could Happen To You; Be Prepared - Service Management Leadership

The Facebook, Instagram, and WhatsApp outages were the topic of many conversations and LinkedIn posts yesterday.

There are three takeaways from the outage that every organization should learn from:

1. Most outages are from a change. Being a global organization, there is no best time, but Monday is always the worst day. A few months ago, Microsoft had two bad changes in as many weeks, impacting Outlook and Teams. It can happen to the biggest of organizations.

2. The cost of the outage could reach billions of dollars. It’s important to quantify the cost of the outage. Investing in better service management and continuity is cheaper and limits the threat and impact of such an outage.

3. Every organization that relies heavily on WhatsApp, Slack, etc for internal communications MUST include it in their Business Continuity program and testing.