Table of Contents
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The project chapters are laid out using a project lifecycle with 6 stages.
Each chapter in the book consists of three parts which include a description of the activities in the project life-cycle, the historical case study, and best practices.
The project chapters are laid out using a project lifecycle with 6 stages.
Each chapter in the book consists of three parts which include a description of the activities in the project life-cycle, the historical case study, and best practices.
Contents
Preface
WHY TITANIC?
RATIONALE FOR USING TITANIC
AUTHOR PROFILE
Introduction
TARGET AUDIENCE
WHAT IS “MISSION CRITICAL”?
POTENTIAL BANKRUPTCY
DIFFICULTY IN PROVIDING CONTINUOUS ON-LINE OPERATIONS
IF IT’S SO HARD TO PROVIDE ON-LINE OPERATIONS, WHY IS EVERYBODY DOING IT?
WHAT ARE THE DIFFERENT INDUSTRIES DOING ABOUT ON-LINE OPERATIONS?
CHAPTER ORGANIZATION USING A PROJECT LIFECYCLE
Chapter 1: Defining Your Strategy . . . . . . . . . . . . . . . . . . . . . . . . . . 1
CHAPTER OBJECTIVES . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
WHAT STEPS DO I NEED TO FOLLOW? . . . . . . . . . . . . . . . . . . . . . 1
WHAT ARE BUSINESS REQUIREMENTS? . . . . . . . . . . . . . . . . . . 2
WHY DO WE NEED REQUIREMENTS? . . . . . . . . . . . . . . . . . . . 2
ARTICULATE THE BUSINESS PROBLEM OR OPPORTUNITY. . . . . . . . . . . . . . 2
DEFINE A BUSINESS SOLUTION TO THE PROBLEM . . . . . . . . . . . . . . . . 3
SPECIFY WHAT THE ON-LINE OPERATION NEEDS TO DO . . . . . . . . . . . . . 4
JUSTIFY THE VALUE OF THE ON-LINE OPERATION . . . . . . . . . . . . . . . . 4
WHAT ARE THE COST BENEFITS OF YOUR ON-LINE OPERATION? . . . . . . . 5
WHAT ARE THE TOTAL UNAVAILABILITY COSTS? . . . . . . . . . . . . . . . 7
HOW DO I FACTOR AVAILABILITY INTO THE COST? . . . . . . . . . . . . . . 7
CREATING A TECHNOLOGICALLY SAVVY COST-BENEFIT CALCULATION . . . . . 13
CALCULATING TITANIC’S PROJECTED COST BENEFITS . . . . . . . . . . . . 13
CALCULATING TITANIC’S REAL COST BENEFITS . . . . . . . . . . . . . . . 15
AVAILABILITY OF ON-LINE OPERATIONS: IT’S HOW YOU LOOK AT IT . . . . . . 16
WHY YOU NEED TO AVOID PERCENTAGES . . . . . . . . . . . . . . . . 17
USER OUTAGE MINUTES . . . . . . . . . . . . . . . . . . . . . . . . . 18
CONCLUSION . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
MAJOR POINTS, CONSIDERATIONS, AND TITANIC LESSONS . . . . . . . . . 22
BEST PRACTICES FOR YOUR ORGANIZATION . . . . . . . . . . . . . . . . . 23
QUESTIONS YOU CAN ASK TODAY . . . . . . . . . . . . . . . . . . . . . . 23
Chapter 2: Mapping Your Strategy . . . . . . . . . . . . . . . . . . . . . . . . 25
CHAPTER OBJECTIVES . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
WHAT STEPS DO I NEED TO FOLLOW? . . . . . . . . . . . . . . . . . . . . 25
TRANSFER THE BUSINESS INTO FUNCTIONAL REQUIREMENTS . . . . . . . . . . . 26
IDENTIFY THE EXISTENCE OF NON-FUNCTIONAL REQUIREMENTS . . . . . . . . . 26
VERIFY THE LOGICAL STORAGE AND MOVEMENT OF KEY ELEMENTS . . . . . . 27
PLOT THE PHYSICAL LAYOUT OF THE DELIVERED GOODS. . . . . . . . . . . . . 30
BREAK THE PHYSICAL MODEL INTO GRANULAR COMPONENTS . . . . . . . . . . 32
THE ROLE OF THE INVENTORY MODEL . . . . . . . . . . . . . . . . . . . 34
THE ROLE OF THE INTERDEPENDENCY MODEL . . . . . . . . . . . . . . . 35
TEST THE PHYSICAL MODEL IN A TYPICAL OPERATING ENVIRONMENT . . . . . . 37
MODELS USED FOR TESTING . . . . . . . . . . . . . . . . . . . . . . . 37
FLOW ANALYSIS FOR TITANIC . . . . . . . . . . . . . . . . . . . . . . . 38
FLOW ANALYSIS FOR YOUR ON-LINE OPERATION . . . . . . . . . . . . . . 39
TEST THE PHYSICAL MODEL IN EXTENUATING CIRCUMSTANCES . . . . . . . . . 41
TEST TITANIC’S PHYSICAL MODEL. . . . . . . . . . . . . . . . . . . . . 41
YOUR ON-LINE OPERATION . . . . . . . . . . . . . . . . . . . . . . . . 42
GUARANTEE DELIVERY OF THE REQUIRED PHYSICAL LAYOUT . . . . . . . . . . 44
CONCLUSION . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45
MAJOR POINTS, CONSIDERATIONS, AND TITANIC LESSONS . . . . . . . . . 45
BEST PRACTICES FOR YOUR ORGANIZATION . . . . . . . . . . . . . . . . . 45
QUESTIONS YOU CAN ASK TODAY . . . . . . . . . . . . . . . . . . . . . . 47
Chapter 3: Constructing Your Goods . . . . . . . . . . . . . . . . . . . . . . . . 49
CHAPTER OBJECTIVES . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49
WHAT STEPS DO I NEED TO FOLLOW? . . . . . . . . . . . . . . . . . . . . 49
IDENTIFY THE REQUIRED LEVEL OF AVAILABILITY . . . . . . . . . . . . . . . 50
BASIC LEVEL OF AVAILABILITY FOR TITANIC . . . . . . . . . . . . . . . . 50
BASIC LEVEL OF AVAILABILITY FOR YOUR ON-LINE OPERATION . . . . . . . 50
HIGH LEVEL OF AVAILABILITY FOR TITANIC . . . . . . . . . . . . . . . . 51
HIGH LEVEL OF AVAILABILITY FOR YOUR ON-LINE OPERATION . . . . . . . 51
CONTINUOUS LEVEL OF AVAILABILITY FOR TITANIC . . . . . . . . . . . . . 53
CONTINUOUS LEVEL OF AVAILABILITY FOR YOUR ON-LINE OPERATION . . . . 54
FAULT-TOLERANT LEVEL OF AVAILABILITY FOR TITANIC . . . . . . . . . . . 55
FAULT-TOLERANT LEVEL OF AVAILABILITY FOR YOUR ON-LINE OPERATION . . 56
WHAT WAS THE AVAILABILITY OUTCOME FOR TITANIC? . . . . . . . . . . 59
AVAILABILITY OUTCOME FOR YOUR ON-LINE OPERATION . . . . . . . . . . 60
DETERMINE THE DESIGN SPECIFICATIONS . . . . . . . . . . . . . . . . . . . 60
FOR TITANIC . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60
FOR YOUR ON-LINE OPERATION. . . . . . . . . . . . . . . . . . . . . . 61
PROCEED WITH CONSTRUCTION STEPS . . . . . . . . . . . . . . . . . . . . . 62
DEFINE THE BUILDING BLOCKS . . . . . . . . . . . . . . . . . . . . . . . . 63
PROCURE, COLLECT, AND STAGE MATERIALS . . . . . . . . . . . . . . . . . . 64
LAY IN THE MAIN PIECES . . . . . . . . . . . . . . . . . . . . . . . . . . 65
LAY IN THE FILLER PIECES . . . . . . . . . . . . . . . . . . . . . . . . . . 66
FOR YOUR ON-LINE OPERATION. . . . . . . . . . . . . . . . . . . . . . 67
LAY IN THE COSMETIC PIECES . . . . . . . . . . . . . . . . . . . . . . . . 68
FOR YOUR ON-LINE OPERATION. . . . . . . . . . . . . . . . . . . . . . 69
CONCLUSION . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69
MAJOR POINTS, CONSIDERATIONS, AND TITANIC LESSONS . . . . . . . . . 69
BEST PRACTICES FOR YOUR ORGANIZATION . . . . . . . . . . . . . . . . . 70
QUESTIONS YOU CAN ASK TODAY . . . . . . . . . . . . . . . . . . . . . . 71
Chapter 4: Planning Your Test . . . . . . . . . . . . . . . . . . . . . . . . . . . 73
CHAPTER OBJECTIVES . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73
WHAT STEPS DO I NEED TO FOLLOW? . . . . . . . . . . . . . . . . . . . . 73
WHY IS TESTING SUCH A CHALLENGE? . . . . . . . . . . . . . . . . . . . . 74
WHAT IS THE PURPOSE OF PLANNING?. . . . . . . . . . . . . . . . . . . . . 75
THE NEED FOR MODELS . . . . . . . . . . . . . . . . . . . . . . . . . 75
THE FISHBONE . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75
GO THROUGH PLANNING . . . . . . . . . . . . . . . . . . . . . . . . . . . 76
RATIONALE FOR TESTING TITANIC . . . . . . . . . . . . . . . . . . . . . 77
RATIONALE FOR TESTING YOUR ON-LINE OPERATION . . . . . . . . . . . . 77
ASSESS THE RISK FOR TITANIC . . . . . . . . . . . . . . . . . . . . . . 78
ASSESS RISK FOR YOUR ON-LINE OPERATIONS. . . . . . . . . . . . . . . 80
DETERMINE ALTERNATIVES FOR TITANIC . . . . . . . . . . . . . . . . . . 84
DETERMINE ALTERNATIVES FOR YOUR ON-LINE OPERATIONS. . . . . . . . . 85
DEFINE TESTS FOR TITANIC . . . . . . . . . . . . . . . . . . . . . . . . 85
DEFINE TESTS FOR YOUR ON-LINE OPERATIONS . . . . . . . . . . . . . . 85
CONCLUSION . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98
MAJOR POINTS, CONSIDERATIONS, AND TITANIC LESSONS. . . . . . . . . . 98
BEST PRACTICES FOR YOUR ORGANIZATION . . . . . . . . . . . . . . . . . 99
QUESTIONS YOU CAN ASK TODAY . . . . . . . . . . . . . . . . . . . . . 100
Chapter 5: Testing Your Plan . . . . . . . . . . . . . . . . . . . . . . . . . . . 101
CHAPTER OBJECTIVES. . . . . . . . . . . . . . . . . . . . . . . . . . . . 101
WHAT STEPS DO I NEED TO FOLLOW? . . . . . . . . . . . . . . . . . . . . 101
WHY DO ORGANIZATIONS RESIST CHANGE? . . . . . . . . . . . . . . . 102
SUCCESS CRITERIA FOR TITANIC’S SAILING . . . . . . . . . . . . . . . . 103
SUCCESS CRITERIA FOR YOUR LIVE ON-LINE OPERATION . . . . . . . . . 103
COMPLETE FIRST-STAGE TEST . . . . . . . . . . . . . . . . . . . . . . . 104
COMPLETE TITANIC’S TESTS . . . . . . . . . . . . . . . . . . . . . . 104
COMPLETE YOUR ON-LINE OPERATIONS TESTS . . . . . . . . . . . . . . 105
REVIEW OF TITANIC’S RESULTS . . . . . . . . . . . . . . . . . . . . . 106
REVIEW OF YOUR ON-LINE OPERATION RESULTS . . . . . . . . . . . . . 107
REASSESS TITANIC’S RISK . . . . . . . . . . . . . . . . . . . . . . . 107
REASSESS YOUR ON-LINE OPERATION RISK . . . . . . . . . . . . . . . 108
COMPLETE FINAL-STAGE TEST. . . . . . . . . . . . . . . . . . . . . . . . 109
TITANIC’S LOADING . . . . . . . . . . . . . . . . . . . . . . . . . . 109
INCREMENTAL LOADING OF ON-LINE OPERATIONS . . . . . . . . . . . . 110
TEST EACH OF TITANIC’S INCREMENTS . . . . . . . . . . . . . . . . . 110
TEST EACH OF YOUR INCREMENTS . . . . . . . . . . . . . . . . . . . . 111
MONITOR ALL OF TITANIC’S INCREMENTS . . . . . . . . . . . . . . . . . 112
MONITOR THE CREATED WHOLE . . . . . . . . . . . . . . . . . . . . . 114
ARE YOU MEETING YOUR CONTRACTUAL OBLIGATIONS?. . . . . . . . . . . . 114
WHAT MAKES A GOOD SLA? . . . . . . . . . . . . . . . . . . . . . 114
POLICIES . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117
FACTORS AFFECTING SLAS . . . . . . . . . . . . . . . . . . . . . . . 117
CONCLUSION . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 118
MAJOR POINTS, CONSIDERATIONS, AND TITANIC LESSONS . . . . . . . . . 118
BEST PRACTICES FOR YOUR ORGANIZATION . . . . . . . . . . . . . . . . 118
QUESTIONS YOU CAN ASK TODAY . . . . . . . . . . . . . . . . . . . . . 119
Chapter 6: Delivering Your Goods . . . . . . . . . . . . . . . . . . . . . . . . 121
CHAPTER OBJECTIVES. . . . . . . . . . . . . . . . . . . . . . . . . . . . 121
WHAT STEPS DO I NEED TO FOLLOW? . . . . . . . . . . . . . . . . . . . . 121
OBJECTIVES FOR YOUR ON-LINE OPERATION . . . . . . . . . . . . . . . . . 122
SET UP THE DELIVERY . . . . . . . . . . . . . . . . . . . . . . . . . . . 123
HOW TO ORGANIZE A SUPPORT STRUCTURE . . . . . . . . . . . . . . . . 123
HOW TO CENTRALIZE OPERATIONS THROUGH A BRIDGE. . . . . . . . . . . 126
HOW TO USE AUTOMATED OPERATIONS . . . . . . . . . . . . . . . . . 128
ACTIONS TO TAKE WHEN PROBLEMS INTERFERE WITH YOUR DELIVERY . . . . 131
HOW TO USE A RECOVERY CLOCK. . . . . . . . . . . . . . . . . . . . 131
DETECTION ON TITANIC . . . . . . . . . . . . . . . . . . . . . . . . . 132
DETECTION IN YOUR ON-LINE OPERATION . . . . . . . . . . . . . . . . 134
PROBLEM DETERMINATION ON TITANIC . . . . . . . . . . . . . . . . . 136
PROBLEM DETERMINATION IN YOUR ON-LINE OPERATION . . . . . . . . . 138
RESOLUTION ON TITANIC . . . . . . . . . . . . . . . . . . . . . . . . 138
RESOLUTION IN YOUR ON-LINE OPERATION. . . . . . . . . . . . . . . . 139
RECOVERY ON TITANIC . . . . . . . . . . . . . . . . . . . . . . . . . 140
RECOVERY IN YOUR ON-LINE OPERATION . . . . . . . . . . . . . . . . 140
PROACTIVELY MAINTAIN THE DELIVERY . . . . . . . . . . . . . . . . . . . 141
PREVENTATIVE ACTIONS ON TITANIC . . . . . . . . . . . . . . . . . . . 141
PREVENTATIVE ACTIONS IN YOUR ON-LINE OPERATION . . . . . . . . . . 141
CONCLUSION . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 142
MAJOR POINTS, CONSIDERATIONS, AND TITANIC LESSONS . . . . . . . . . 143
BEST PRACTICES FOR YOUR ORGANIZATION . . . . . . . . . . . . . . . . 143
QUESTIONS YOU CAN ASK TODAY . . . . . . . . . . . . . . . . . . . . . 144
Chapter 7: When the Unthinkable Happens . . . . . . . . . . . . . . . . . . . 147
CHAPTER OBJECTIVES. . . . . . . . . . . . . . . . . . . . . . . . . . . . 147
WHAT STEPS DO I NEED TO FOLLOW? . . . . . . . . . . . . . . . . . . . . 147
WHY IS DISASTER RECOVERY CRITICAL? . . . . . . . . . . . . . . . . . 148
WHAT IS DISASTER RECOVERY? . . . . . . . . . . . . . . . . . . . . . 148
HOW DO I DETERMINE THAT I AM IN A DISASTER? . . . . . . . . . . . 148
ASSESS THE DAMAGE . . . . . . . . . . . . . . . . . . . . . . . . . . . 148
TITANIC’S SITUATION WORSENS . . . . . . . . . . . . . . . . . . . . . 149
YOUR ON-LINE OPERATION . . . . . . . . . . . . . . . . . . . . . . . 149
DECLARE THE DISASTER . . . . . . . . . . . . . . . . . . . . . . . . . . . 150
COMMUNICATION ON TITANIC . . . . . . . . . . . . . . . . . . . . . 150
COMMUNICATION IN YOUR ORGANIZATION. . . . . . . . . . . . . . . . 151
ENACT THE RECOVERY . . . . . . . . . . . . . . . . . . . . . . . . . . . 152
WITHOUT A PLAN, WHAT DO WE DO?. . . . . . . . . . . . . . . . . . 152
TITANIC’S FAILURE TO ENACT RECOVERY . . . . . . . . . . . . . . . . . 152
HOW TO FAIL AS TITANIC DID. . . . . . . . . . . . . . . . . . . . . . 155
BEYOND THE RECOVERY . . . . . . . . . . . . . . . . . . . . . . . . . . 156
HOW TITANIC COULD HAVE ENACTED A RECOVERY PLAN . . . . . . . . . 156
HOW YOU SHOULD ENACT YOUR RECOVERY PLAN . . . . . . . . . . . . 156
DISASTER RECOVERY: IT’S HOW YOU LOOK AT IT . . . . . . . . . . . . . . 159
COLD SITES . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 160
HOT SITES . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 161
INHERENT RISK OF HOT AND COLD SITES . . . . . . . . . . . . . . . . . 161
ON-LINE READY SITES . . . . . . . . . . . . . . . . . . . . . . . . . 161
CONCLUSION . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 165
MAJOR POINTS, CONSIDERATIONS, AND TITANIC LESSONS . . . . . . . . . 165
BEST PRACTICES FOR YOUR ORGANIZATION . . . . . . . . . . . . . . . . 165
QUESTIONS YOU CAN ASK TODAY . . . . . . . . . . . . . . . . . . . . . 166
Chapter 8: Conducting a Post-Mortem . . . . . . . . . . . . . . . . . . . . . . 167
CHAPTER OBJECTIVES. . . . . . . . . . . . . . . . . . . . . . . . . . . . 167
WHAT STEPS DO I NEED TO FOLLOW? . . . . . . . . . . . . . . . . . . . . 168
DISCOVERY . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 169
HOW TO COLLECT THE EVIDENCE (METRICS) . . . . . . . . . . . . . . . 169
HOW TO BUILD THE EVENT TIMELINE . . . . . . . . . . . . . . . . . . 174
HOW TO CREATE THE PROBLEM STATEMENT. . . . . . . . . . . . . . . . 176
HOW TO DETERMINE THE CONTRIBUTING FACTORS. . . . . . . . . . . . . 178
ANALYSIS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 179
HOW TO CATEGORIZE THE EVENTS . . . . . . . . . . . . . . . . . . . . 179
HOW TO ANALYZE THE ROOT CAUSES OF EVENTS . . . . . . . . . . . . . 179
CORRECTIVE ACTIONS . . . . . . . . . . . . . . . . . . . . . . . . . . . . 183
HOW TO DEFINE CORRECTIVE ACTIONS TO ROOT CAUSES . . . . . . . . . 183
HOW TO EVALUATE YOUR ORGANIZATION’S SUPPORT ABILITY . . . . . . . 185
HOW TO IMPLEMENT THE CHANGES . . . . . . . . . . . . . . . . . . . 189
CONCLUSION . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 190
MAJOR POINTS, CONSIDERATIONS, AND TITANIC LESSONS . . . . . . . . . 190
BEST PRACTICES FOR YOUR ORGANIZATION . . . . . . . . . . . . . . . . 190
QUESTIONS YOU CAN ASK TODAY . . . . . . . . . . . . . . . . . . . . . 191
Chapter 9: The Maiden Voyage Ends . . . . . . . . . . . . . . . . . . . . . . . 193
CHAPTER OBJECTIVES. . . . . . . . . . . . . . . . . . . . . . . . . . . . 193
REVIEWING TITANIC AND YOUR ON-LINE OPERATION. . . . . . . . . . . 194
WHAT YOU CAN LEARN FROM ROOT CAUSES . . . . . . . . . . . . . . 195
WHY YOU NEED TO TAKE IT SERIOUSLY. . . . . . . . . . . . . . . . . 196
ANSWERS TO INITIAL QUESTIONS. . . . . . . . . . . . . . . . . . . . . . . 196
SUMMARY. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 198
EPILOGUE . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 199
U. S. INQUIRY AND CHANGES TO MARITIME TRANSPORTATION . . . . . . . 199
TITANIC’S IMPACT ON HISTORY . . . . . . . . . . . . . . . . . . . . . . . 200
Appendix A: Case Study for a New On-line Operation . . . . . . . . . . . . . . . 203
THE ORGANIZATION . . . . . . . . . . . . . . . . . . . . . . . . . . . . 203
THE PROBLEM . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 204
THE SOLUTION . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 204
SOLVING THE PROBLEM . . . . . . . . . . . . . . . . . . . . . . . . . 205
SOLUTION CREATION . . . . . . . . . . . . . . . . . . . . . . . . . . 206
IMPLEMENTATION . . . . . . . . . . . . . . . . . . . . . . . . . . . 207
ANOMALY NOTICED . . . . . . . . . . . . . . . . . . . . . . . . . . 207
EVERYTHING LOOKS NORMAL, BUT WITH SOME DISSATISFIED CUSTOMERS. 208
ESCALATION, BUT PROBLEM DISAPPEARS. . . . . . . . . . . . . . . . . 209
FURTHER PROBLEM DETERMINATION . . . . . . . . . . . . . . . . . . . 209
AUTOMATED OPERATOR TURNED OFF . . . . . . . . . . . . . . . . . . 210
THE SCOPE OF THE PROBLEM . . . . . . . . . . . . . . . . . . . . . . 210
CALL IN THE CAVALRY . . . . . . . . . . . . . . . . . . . . . . . . . . 212
TO SHUT DOWN OR NOT . . . . . . . . . . . . . . . . . . . . . . . . 213
LOSS OF CONTROL . . . . . . . . . . . . . . . . . . . . . . . . . . . 213
SHUTDOWN, RESTORATION, AND BACK ON-LINE. . . . . . . . . . . . . . 214
RECOVERY MEETING AND PRESS STATEMENT . . . . . . . . . . . . . . . 214
LESSONS LEARNED . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 215
CONCLUSION . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 217
Appendix B: Outage Classes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 219
Appendix C: Business Case for Titanic . . . . . . . . . . . . . . . . . . . . . . . . 221
Appendix D: Risk in On-line Operation Projects . . . . . . . . . . . . . . . . . . 223
RISK MANAGEMENT PROCESSES. . . . . . . . . . . . . . . . . . . . . . . 223
RISK IDENTIFICATION . . . . . . . . . . . . . . . . . . . . . . . . . . 224
RISK QUANTIFICATION . . . . . . . . . . . . . . . . . . . . . . . . . 224
RISK RESPONSE DEVELOPMENT . . . . . . . . . . . . . . . . . . . . 225
RISK RESPONSE CONTROL. . . . . . . . . . . . . . . . . . . . . . . . 226
QUESTIONNAIRE FOR ASSESSING YOUR ON-LINE OPERATION. . . . . . . . . . 226
Appendix E: What to Expect from Your Project . . . . . . . . . . . . . . . . . . 233
CHECKLIST OF BASIC QUESTIONS ABOUT YOUR PROJECT . . . . . . . . . . . . 233
APPROACHES TO ON-LINE OPERATION PROJECTS . . . . . . . . . . . . . . . 234
HOW TO DECREASE PROJECT RISK . . . . . . . . . . . . . . . . . . . . 235
A TYPICAL PROJECT TEAM . . . . . . . . . . . . . . . . . . . . . . . 236
PROJECT EFFORT FOR ONE EVOLUTION. . . . . . . . . . . . . . . . . . . 237
PROJECT SHUTDOWN . . . . . . . . . . . . . . . . . . . . . . . . . . 237
PROJECT TRANSITION TO OPERATIONS . . . . . . . . . . . . . . . . . . . 237
EDUCATION AND TRAINING REQUIREMENTS. . . . . . . . . . . . . . . . 237
DELIVERABLES FOR YOUR PROJECT . . . . . . . . . . . . . . . . . . . . . . 238
Appendix F: Glossary and Terms . . . . . . . . . . . . . . . . . . . . . . . . . . . 245
FREQUENTLY USED ACRONYMS IN THE BOOK. . . . . . . . . . . . . . . . . 245
IT AND BUSINESS TERMS USED IN THE BOOK . . . . . . . . . . . . . . . . 247
NAUTICAL TERMS USED IN THE BOOK . . . . . . . . . . . . . . . . . . . . 255
Appendix G: Credits and Sources . . . . . . . . . . . . . . . . . . . . . . . . . . . 257
PHOTO CREDITS. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 257
BIBLIOGRAPHY . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 257
WEB SITES FOR BACKGROUND INFORMATION . . . . . . . . . . . . . . . 258
Preface
WHY TITANIC?
RATIONALE FOR USING TITANIC
AUTHOR PROFILE
Introduction
TARGET AUDIENCE
WHAT IS “MISSION CRITICAL”?
POTENTIAL BANKRUPTCY
DIFFICULTY IN PROVIDING CONTINUOUS ON-LINE OPERATIONS
IF IT’S SO HARD TO PROVIDE ON-LINE OPERATIONS, WHY IS EVERYBODY DOING IT?
WHAT ARE THE DIFFERENT INDUSTRIES DOING ABOUT ON-LINE OPERATIONS?
CHAPTER ORGANIZATION USING A PROJECT LIFECYCLE
Chapter 1: Defining Your Strategy . . . . . . . . . . . . . . . . . . . . . . . . . . 1
CHAPTER OBJECTIVES . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
WHAT STEPS DO I NEED TO FOLLOW? . . . . . . . . . . . . . . . . . . . . . 1
WHAT ARE BUSINESS REQUIREMENTS? . . . . . . . . . . . . . . . . . . 2
WHY DO WE NEED REQUIREMENTS? . . . . . . . . . . . . . . . . . . . 2
ARTICULATE THE BUSINESS PROBLEM OR OPPORTUNITY. . . . . . . . . . . . . . 2
DEFINE A BUSINESS SOLUTION TO THE PROBLEM . . . . . . . . . . . . . . . . 3
SPECIFY WHAT THE ON-LINE OPERATION NEEDS TO DO . . . . . . . . . . . . . 4
JUSTIFY THE VALUE OF THE ON-LINE OPERATION . . . . . . . . . . . . . . . . 4
WHAT ARE THE COST BENEFITS OF YOUR ON-LINE OPERATION? . . . . . . . 5
WHAT ARE THE TOTAL UNAVAILABILITY COSTS? . . . . . . . . . . . . . . . 7
HOW DO I FACTOR AVAILABILITY INTO THE COST? . . . . . . . . . . . . . . 7
CREATING A TECHNOLOGICALLY SAVVY COST-BENEFIT CALCULATION . . . . . 13
CALCULATING TITANIC’S PROJECTED COST BENEFITS . . . . . . . . . . . . 13
CALCULATING TITANIC’S REAL COST BENEFITS . . . . . . . . . . . . . . . 15
AVAILABILITY OF ON-LINE OPERATIONS: IT’S HOW YOU LOOK AT IT . . . . . . 16
WHY YOU NEED TO AVOID PERCENTAGES . . . . . . . . . . . . . . . . 17
USER OUTAGE MINUTES . . . . . . . . . . . . . . . . . . . . . . . . . 18
CONCLUSION . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
MAJOR POINTS, CONSIDERATIONS, AND TITANIC LESSONS . . . . . . . . . 22
BEST PRACTICES FOR YOUR ORGANIZATION . . . . . . . . . . . . . . . . . 23
QUESTIONS YOU CAN ASK TODAY . . . . . . . . . . . . . . . . . . . . . . 23
Chapter 2: Mapping Your Strategy . . . . . . . . . . . . . . . . . . . . . . . . 25
CHAPTER OBJECTIVES . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
WHAT STEPS DO I NEED TO FOLLOW? . . . . . . . . . . . . . . . . . . . . 25
TRANSFER THE BUSINESS INTO FUNCTIONAL REQUIREMENTS . . . . . . . . . . . 26
IDENTIFY THE EXISTENCE OF NON-FUNCTIONAL REQUIREMENTS . . . . . . . . . 26
VERIFY THE LOGICAL STORAGE AND MOVEMENT OF KEY ELEMENTS . . . . . . 27
PLOT THE PHYSICAL LAYOUT OF THE DELIVERED GOODS. . . . . . . . . . . . . 30
BREAK THE PHYSICAL MODEL INTO GRANULAR COMPONENTS . . . . . . . . . . 32
THE ROLE OF THE INVENTORY MODEL . . . . . . . . . . . . . . . . . . . 34
THE ROLE OF THE INTERDEPENDENCY MODEL . . . . . . . . . . . . . . . 35
TEST THE PHYSICAL MODEL IN A TYPICAL OPERATING ENVIRONMENT . . . . . . 37
MODELS USED FOR TESTING . . . . . . . . . . . . . . . . . . . . . . . 37
FLOW ANALYSIS FOR TITANIC . . . . . . . . . . . . . . . . . . . . . . . 38
FLOW ANALYSIS FOR YOUR ON-LINE OPERATION . . . . . . . . . . . . . . 39
TEST THE PHYSICAL MODEL IN EXTENUATING CIRCUMSTANCES . . . . . . . . . 41
TEST TITANIC’S PHYSICAL MODEL. . . . . . . . . . . . . . . . . . . . . 41
YOUR ON-LINE OPERATION . . . . . . . . . . . . . . . . . . . . . . . . 42
GUARANTEE DELIVERY OF THE REQUIRED PHYSICAL LAYOUT . . . . . . . . . . 44
CONCLUSION . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45
MAJOR POINTS, CONSIDERATIONS, AND TITANIC LESSONS . . . . . . . . . 45
BEST PRACTICES FOR YOUR ORGANIZATION . . . . . . . . . . . . . . . . . 45
QUESTIONS YOU CAN ASK TODAY . . . . . . . . . . . . . . . . . . . . . . 47
Chapter 3: Constructing Your Goods . . . . . . . . . . . . . . . . . . . . . . . . 49
CHAPTER OBJECTIVES . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49
WHAT STEPS DO I NEED TO FOLLOW? . . . . . . . . . . . . . . . . . . . . 49
IDENTIFY THE REQUIRED LEVEL OF AVAILABILITY . . . . . . . . . . . . . . . 50
BASIC LEVEL OF AVAILABILITY FOR TITANIC . . . . . . . . . . . . . . . . 50
BASIC LEVEL OF AVAILABILITY FOR YOUR ON-LINE OPERATION . . . . . . . 50
HIGH LEVEL OF AVAILABILITY FOR TITANIC . . . . . . . . . . . . . . . . 51
HIGH LEVEL OF AVAILABILITY FOR YOUR ON-LINE OPERATION . . . . . . . 51
CONTINUOUS LEVEL OF AVAILABILITY FOR TITANIC . . . . . . . . . . . . . 53
CONTINUOUS LEVEL OF AVAILABILITY FOR YOUR ON-LINE OPERATION . . . . 54
FAULT-TOLERANT LEVEL OF AVAILABILITY FOR TITANIC . . . . . . . . . . . 55
FAULT-TOLERANT LEVEL OF AVAILABILITY FOR YOUR ON-LINE OPERATION . . 56
WHAT WAS THE AVAILABILITY OUTCOME FOR TITANIC? . . . . . . . . . . 59
AVAILABILITY OUTCOME FOR YOUR ON-LINE OPERATION . . . . . . . . . . 60
DETERMINE THE DESIGN SPECIFICATIONS . . . . . . . . . . . . . . . . . . . 60
FOR TITANIC . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60
FOR YOUR ON-LINE OPERATION. . . . . . . . . . . . . . . . . . . . . . 61
PROCEED WITH CONSTRUCTION STEPS . . . . . . . . . . . . . . . . . . . . . 62
DEFINE THE BUILDING BLOCKS . . . . . . . . . . . . . . . . . . . . . . . . 63
PROCURE, COLLECT, AND STAGE MATERIALS . . . . . . . . . . . . . . . . . . 64
LAY IN THE MAIN PIECES . . . . . . . . . . . . . . . . . . . . . . . . . . 65
LAY IN THE FILLER PIECES . . . . . . . . . . . . . . . . . . . . . . . . . . 66
FOR YOUR ON-LINE OPERATION. . . . . . . . . . . . . . . . . . . . . . 67
LAY IN THE COSMETIC PIECES . . . . . . . . . . . . . . . . . . . . . . . . 68
FOR YOUR ON-LINE OPERATION. . . . . . . . . . . . . . . . . . . . . . 69
CONCLUSION . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69
MAJOR POINTS, CONSIDERATIONS, AND TITANIC LESSONS . . . . . . . . . 69
BEST PRACTICES FOR YOUR ORGANIZATION . . . . . . . . . . . . . . . . . 70
QUESTIONS YOU CAN ASK TODAY . . . . . . . . . . . . . . . . . . . . . . 71
Chapter 4: Planning Your Test . . . . . . . . . . . . . . . . . . . . . . . . . . . 73
CHAPTER OBJECTIVES . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73
WHAT STEPS DO I NEED TO FOLLOW? . . . . . . . . . . . . . . . . . . . . 73
WHY IS TESTING SUCH A CHALLENGE? . . . . . . . . . . . . . . . . . . . . 74
WHAT IS THE PURPOSE OF PLANNING?. . . . . . . . . . . . . . . . . . . . . 75
THE NEED FOR MODELS . . . . . . . . . . . . . . . . . . . . . . . . . 75
THE FISHBONE . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75
GO THROUGH PLANNING . . . . . . . . . . . . . . . . . . . . . . . . . . . 76
RATIONALE FOR TESTING TITANIC . . . . . . . . . . . . . . . . . . . . . 77
RATIONALE FOR TESTING YOUR ON-LINE OPERATION . . . . . . . . . . . . 77
ASSESS THE RISK FOR TITANIC . . . . . . . . . . . . . . . . . . . . . . 78
ASSESS RISK FOR YOUR ON-LINE OPERATIONS. . . . . . . . . . . . . . . 80
DETERMINE ALTERNATIVES FOR TITANIC . . . . . . . . . . . . . . . . . . 84
DETERMINE ALTERNATIVES FOR YOUR ON-LINE OPERATIONS. . . . . . . . . 85
DEFINE TESTS FOR TITANIC . . . . . . . . . . . . . . . . . . . . . . . . 85
DEFINE TESTS FOR YOUR ON-LINE OPERATIONS . . . . . . . . . . . . . . 85
CONCLUSION . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98
MAJOR POINTS, CONSIDERATIONS, AND TITANIC LESSONS. . . . . . . . . . 98
BEST PRACTICES FOR YOUR ORGANIZATION . . . . . . . . . . . . . . . . . 99
QUESTIONS YOU CAN ASK TODAY . . . . . . . . . . . . . . . . . . . . . 100
Chapter 5: Testing Your Plan . . . . . . . . . . . . . . . . . . . . . . . . . . . 101
CHAPTER OBJECTIVES. . . . . . . . . . . . . . . . . . . . . . . . . . . . 101
WHAT STEPS DO I NEED TO FOLLOW? . . . . . . . . . . . . . . . . . . . . 101
WHY DO ORGANIZATIONS RESIST CHANGE? . . . . . . . . . . . . . . . 102
SUCCESS CRITERIA FOR TITANIC’S SAILING . . . . . . . . . . . . . . . . 103
SUCCESS CRITERIA FOR YOUR LIVE ON-LINE OPERATION . . . . . . . . . 103
COMPLETE FIRST-STAGE TEST . . . . . . . . . . . . . . . . . . . . . . . 104
COMPLETE TITANIC’S TESTS . . . . . . . . . . . . . . . . . . . . . . 104
COMPLETE YOUR ON-LINE OPERATIONS TESTS . . . . . . . . . . . . . . 105
REVIEW OF TITANIC’S RESULTS . . . . . . . . . . . . . . . . . . . . . 106
REVIEW OF YOUR ON-LINE OPERATION RESULTS . . . . . . . . . . . . . 107
REASSESS TITANIC’S RISK . . . . . . . . . . . . . . . . . . . . . . . 107
REASSESS YOUR ON-LINE OPERATION RISK . . . . . . . . . . . . . . . 108
COMPLETE FINAL-STAGE TEST. . . . . . . . . . . . . . . . . . . . . . . . 109
TITANIC’S LOADING . . . . . . . . . . . . . . . . . . . . . . . . . . 109
INCREMENTAL LOADING OF ON-LINE OPERATIONS . . . . . . . . . . . . 110
TEST EACH OF TITANIC’S INCREMENTS . . . . . . . . . . . . . . . . . 110
TEST EACH OF YOUR INCREMENTS . . . . . . . . . . . . . . . . . . . . 111
MONITOR ALL OF TITANIC’S INCREMENTS . . . . . . . . . . . . . . . . . 112
MONITOR THE CREATED WHOLE . . . . . . . . . . . . . . . . . . . . . 114
ARE YOU MEETING YOUR CONTRACTUAL OBLIGATIONS?. . . . . . . . . . . . 114
WHAT MAKES A GOOD SLA? . . . . . . . . . . . . . . . . . . . . . 114
POLICIES . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117
FACTORS AFFECTING SLAS . . . . . . . . . . . . . . . . . . . . . . . 117
CONCLUSION . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 118
MAJOR POINTS, CONSIDERATIONS, AND TITANIC LESSONS . . . . . . . . . 118
BEST PRACTICES FOR YOUR ORGANIZATION . . . . . . . . . . . . . . . . 118
QUESTIONS YOU CAN ASK TODAY . . . . . . . . . . . . . . . . . . . . . 119
Chapter 6: Delivering Your Goods . . . . . . . . . . . . . . . . . . . . . . . . 121
CHAPTER OBJECTIVES. . . . . . . . . . . . . . . . . . . . . . . . . . . . 121
WHAT STEPS DO I NEED TO FOLLOW? . . . . . . . . . . . . . . . . . . . . 121
OBJECTIVES FOR YOUR ON-LINE OPERATION . . . . . . . . . . . . . . . . . 122
SET UP THE DELIVERY . . . . . . . . . . . . . . . . . . . . . . . . . . . 123
HOW TO ORGANIZE A SUPPORT STRUCTURE . . . . . . . . . . . . . . . . 123
HOW TO CENTRALIZE OPERATIONS THROUGH A BRIDGE. . . . . . . . . . . 126
HOW TO USE AUTOMATED OPERATIONS . . . . . . . . . . . . . . . . . 128
ACTIONS TO TAKE WHEN PROBLEMS INTERFERE WITH YOUR DELIVERY . . . . 131
HOW TO USE A RECOVERY CLOCK. . . . . . . . . . . . . . . . . . . . 131
DETECTION ON TITANIC . . . . . . . . . . . . . . . . . . . . . . . . . 132
DETECTION IN YOUR ON-LINE OPERATION . . . . . . . . . . . . . . . . 134
PROBLEM DETERMINATION ON TITANIC . . . . . . . . . . . . . . . . . 136
PROBLEM DETERMINATION IN YOUR ON-LINE OPERATION . . . . . . . . . 138
RESOLUTION ON TITANIC . . . . . . . . . . . . . . . . . . . . . . . . 138
RESOLUTION IN YOUR ON-LINE OPERATION. . . . . . . . . . . . . . . . 139
RECOVERY ON TITANIC . . . . . . . . . . . . . . . . . . . . . . . . . 140
RECOVERY IN YOUR ON-LINE OPERATION . . . . . . . . . . . . . . . . 140
PROACTIVELY MAINTAIN THE DELIVERY . . . . . . . . . . . . . . . . . . . 141
PREVENTATIVE ACTIONS ON TITANIC . . . . . . . . . . . . . . . . . . . 141
PREVENTATIVE ACTIONS IN YOUR ON-LINE OPERATION . . . . . . . . . . 141
CONCLUSION . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 142
MAJOR POINTS, CONSIDERATIONS, AND TITANIC LESSONS . . . . . . . . . 143
BEST PRACTICES FOR YOUR ORGANIZATION . . . . . . . . . . . . . . . . 143
QUESTIONS YOU CAN ASK TODAY . . . . . . . . . . . . . . . . . . . . . 144
Chapter 7: When the Unthinkable Happens . . . . . . . . . . . . . . . . . . . 147
CHAPTER OBJECTIVES. . . . . . . . . . . . . . . . . . . . . . . . . . . . 147
WHAT STEPS DO I NEED TO FOLLOW? . . . . . . . . . . . . . . . . . . . . 147
WHY IS DISASTER RECOVERY CRITICAL? . . . . . . . . . . . . . . . . . 148
WHAT IS DISASTER RECOVERY? . . . . . . . . . . . . . . . . . . . . . 148
HOW DO I DETERMINE THAT I AM IN A DISASTER? . . . . . . . . . . . 148
ASSESS THE DAMAGE . . . . . . . . . . . . . . . . . . . . . . . . . . . 148
TITANIC’S SITUATION WORSENS . . . . . . . . . . . . . . . . . . . . . 149
YOUR ON-LINE OPERATION . . . . . . . . . . . . . . . . . . . . . . . 149
DECLARE THE DISASTER . . . . . . . . . . . . . . . . . . . . . . . . . . . 150
COMMUNICATION ON TITANIC . . . . . . . . . . . . . . . . . . . . . 150
COMMUNICATION IN YOUR ORGANIZATION. . . . . . . . . . . . . . . . 151
ENACT THE RECOVERY . . . . . . . . . . . . . . . . . . . . . . . . . . . 152
WITHOUT A PLAN, WHAT DO WE DO?. . . . . . . . . . . . . . . . . . 152
TITANIC’S FAILURE TO ENACT RECOVERY . . . . . . . . . . . . . . . . . 152
HOW TO FAIL AS TITANIC DID. . . . . . . . . . . . . . . . . . . . . . 155
BEYOND THE RECOVERY . . . . . . . . . . . . . . . . . . . . . . . . . . 156
HOW TITANIC COULD HAVE ENACTED A RECOVERY PLAN . . . . . . . . . 156
HOW YOU SHOULD ENACT YOUR RECOVERY PLAN . . . . . . . . . . . . 156
DISASTER RECOVERY: IT’S HOW YOU LOOK AT IT . . . . . . . . . . . . . . 159
COLD SITES . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 160
HOT SITES . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 161
INHERENT RISK OF HOT AND COLD SITES . . . . . . . . . . . . . . . . . 161
ON-LINE READY SITES . . . . . . . . . . . . . . . . . . . . . . . . . 161
CONCLUSION . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 165
MAJOR POINTS, CONSIDERATIONS, AND TITANIC LESSONS . . . . . . . . . 165
BEST PRACTICES FOR YOUR ORGANIZATION . . . . . . . . . . . . . . . . 165
QUESTIONS YOU CAN ASK TODAY . . . . . . . . . . . . . . . . . . . . . 166
Chapter 8: Conducting a Post-Mortem . . . . . . . . . . . . . . . . . . . . . . 167
CHAPTER OBJECTIVES. . . . . . . . . . . . . . . . . . . . . . . . . . . . 167
WHAT STEPS DO I NEED TO FOLLOW? . . . . . . . . . . . . . . . . . . . . 168
DISCOVERY . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 169
HOW TO COLLECT THE EVIDENCE (METRICS) . . . . . . . . . . . . . . . 169
HOW TO BUILD THE EVENT TIMELINE . . . . . . . . . . . . . . . . . . 174
HOW TO CREATE THE PROBLEM STATEMENT. . . . . . . . . . . . . . . . 176
HOW TO DETERMINE THE CONTRIBUTING FACTORS. . . . . . . . . . . . . 178
ANALYSIS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 179
HOW TO CATEGORIZE THE EVENTS . . . . . . . . . . . . . . . . . . . . 179
HOW TO ANALYZE THE ROOT CAUSES OF EVENTS . . . . . . . . . . . . . 179
CORRECTIVE ACTIONS . . . . . . . . . . . . . . . . . . . . . . . . . . . . 183
HOW TO DEFINE CORRECTIVE ACTIONS TO ROOT CAUSES . . . . . . . . . 183
HOW TO EVALUATE YOUR ORGANIZATION’S SUPPORT ABILITY . . . . . . . 185
HOW TO IMPLEMENT THE CHANGES . . . . . . . . . . . . . . . . . . . 189
CONCLUSION . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 190
MAJOR POINTS, CONSIDERATIONS, AND TITANIC LESSONS . . . . . . . . . 190
BEST PRACTICES FOR YOUR ORGANIZATION . . . . . . . . . . . . . . . . 190
QUESTIONS YOU CAN ASK TODAY . . . . . . . . . . . . . . . . . . . . . 191
Chapter 9: The Maiden Voyage Ends . . . . . . . . . . . . . . . . . . . . . . . 193
CHAPTER OBJECTIVES. . . . . . . . . . . . . . . . . . . . . . . . . . . . 193
REVIEWING TITANIC AND YOUR ON-LINE OPERATION. . . . . . . . . . . 194
WHAT YOU CAN LEARN FROM ROOT CAUSES . . . . . . . . . . . . . . 195
WHY YOU NEED TO TAKE IT SERIOUSLY. . . . . . . . . . . . . . . . . 196
ANSWERS TO INITIAL QUESTIONS. . . . . . . . . . . . . . . . . . . . . . . 196
SUMMARY. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 198
EPILOGUE . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 199
U. S. INQUIRY AND CHANGES TO MARITIME TRANSPORTATION . . . . . . . 199
TITANIC’S IMPACT ON HISTORY . . . . . . . . . . . . . . . . . . . . . . . 200
Appendix A: Case Study for a New On-line Operation . . . . . . . . . . . . . . . 203
THE ORGANIZATION . . . . . . . . . . . . . . . . . . . . . . . . . . . . 203
THE PROBLEM . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 204
THE SOLUTION . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 204
SOLVING THE PROBLEM . . . . . . . . . . . . . . . . . . . . . . . . . 205
SOLUTION CREATION . . . . . . . . . . . . . . . . . . . . . . . . . . 206
IMPLEMENTATION . . . . . . . . . . . . . . . . . . . . . . . . . . . 207
ANOMALY NOTICED . . . . . . . . . . . . . . . . . . . . . . . . . . 207
EVERYTHING LOOKS NORMAL, BUT WITH SOME DISSATISFIED CUSTOMERS. 208
ESCALATION, BUT PROBLEM DISAPPEARS. . . . . . . . . . . . . . . . . 209
FURTHER PROBLEM DETERMINATION . . . . . . . . . . . . . . . . . . . 209
AUTOMATED OPERATOR TURNED OFF . . . . . . . . . . . . . . . . . . 210
THE SCOPE OF THE PROBLEM . . . . . . . . . . . . . . . . . . . . . . 210
CALL IN THE CAVALRY . . . . . . . . . . . . . . . . . . . . . . . . . . 212
TO SHUT DOWN OR NOT . . . . . . . . . . . . . . . . . . . . . . . . 213
LOSS OF CONTROL . . . . . . . . . . . . . . . . . . . . . . . . . . . 213
SHUTDOWN, RESTORATION, AND BACK ON-LINE. . . . . . . . . . . . . . 214
RECOVERY MEETING AND PRESS STATEMENT . . . . . . . . . . . . . . . 214
LESSONS LEARNED . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 215
CONCLUSION . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 217
Appendix B: Outage Classes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 219
Appendix C: Business Case for Titanic . . . . . . . . . . . . . . . . . . . . . . . . 221
Appendix D: Risk in On-line Operation Projects . . . . . . . . . . . . . . . . . . 223
RISK MANAGEMENT PROCESSES. . . . . . . . . . . . . . . . . . . . . . . 223
RISK IDENTIFICATION . . . . . . . . . . . . . . . . . . . . . . . . . . 224
RISK QUANTIFICATION . . . . . . . . . . . . . . . . . . . . . . . . . 224
RISK RESPONSE DEVELOPMENT . . . . . . . . . . . . . . . . . . . . 225
RISK RESPONSE CONTROL. . . . . . . . . . . . . . . . . . . . . . . . 226
QUESTIONNAIRE FOR ASSESSING YOUR ON-LINE OPERATION. . . . . . . . . . 226
Appendix E: What to Expect from Your Project . . . . . . . . . . . . . . . . . . 233
CHECKLIST OF BASIC QUESTIONS ABOUT YOUR PROJECT . . . . . . . . . . . . 233
APPROACHES TO ON-LINE OPERATION PROJECTS . . . . . . . . . . . . . . . 234
HOW TO DECREASE PROJECT RISK . . . . . . . . . . . . . . . . . . . . 235
A TYPICAL PROJECT TEAM . . . . . . . . . . . . . . . . . . . . . . . 236
PROJECT EFFORT FOR ONE EVOLUTION. . . . . . . . . . . . . . . . . . . 237
PROJECT SHUTDOWN . . . . . . . . . . . . . . . . . . . . . . . . . . 237
PROJECT TRANSITION TO OPERATIONS . . . . . . . . . . . . . . . . . . . 237
EDUCATION AND TRAINING REQUIREMENTS. . . . . . . . . . . . . . . . 237
DELIVERABLES FOR YOUR PROJECT . . . . . . . . . . . . . . . . . . . . . . 238
Appendix F: Glossary and Terms . . . . . . . . . . . . . . . . . . . . . . . . . . . 245
FREQUENTLY USED ACRONYMS IN THE BOOK. . . . . . . . . . . . . . . . . 245
IT AND BUSINESS TERMS USED IN THE BOOK . . . . . . . . . . . . . . . . 247
NAUTICAL TERMS USED IN THE BOOK . . . . . . . . . . . . . . . . . . . . 255
Appendix G: Credits and Sources . . . . . . . . . . . . . . . . . . . . . . . . . . . 257
PHOTO CREDITS. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 257
BIBLIOGRAPHY . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 257
WEB SITES FOR BACKGROUND INFORMATION . . . . . . . . . . . . . . . 258