Quantifying Reputation Damage Due to Unplanned Downtime

Quantifying reputation loss due to downtime is a black art – and almost impossible to accomplish for the typical IT operations team. Unless you are part of an organization that effectively measures financial impact of Netpromoter changes due to downtime incidents – a realistic financial picture is almost impossible to achieve.

If you are an organization that lives and dies based on the availability of an IT service, the easiest way is to judge reputation cost by comparison. There are a number of very public examples of downtime incidents, including these two, that reduced confidence in providers and led to public reputation difficulties.

Also admit to yourself that this is one area where the experience of others can be a great guide – even if difficult to quantify the qualitative experience of others can still be a strong driver gaining the organizational resources necessary to improve uptime.

Note: This blog entry is one in a series looking at quantifying the cost of downtime

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Filed Under: Downtime