Effects of IT Faults on an Organisation Worksheet

Due to an IT hardware problem Amazon has just lost their stock

management and control system. All recent data has been lost, leaving
nothing more recent than a few weeks old. As a result no orders can now
be processed, tracked, shipped or returned.
They are unable to determine who has ordered what or when.
They do not know what new stock is required.
Nothing can be shipped and to make matters worse the hardware fault
has affected their web-site resulting in customers not being able to access
any information.

Consider the following issues:

Customer Issues
Communications

Understanding the impact of diagnosis and repair on the individual

2. Customer handover and acceptance process following a repair

1. Effect of unresolved faults on the user

Effect of unresolved faults on service to external clients

External Considerations
Relevant Legislations

Service Level Agreements

Escalation Procedures

Documentation and Reporting

Legal Issues

Organisational Considerations
Security

Costs

Impact of System downtime

Contractual Requirements

Trend analysis of faults reported

Resource allocation

Prioritisation of jobs