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X. Measure all; verily, you cannot manage what you do not measure.

Think back to the legacy environment and how they were able to measure every aspect of the infrastructure. These are some of the metrics:

  • Online system availability

  • Network availability

  • Number of trouble calls

  • Number of application amendments

  • Application response times

  • Percentage of trouble calls resolved within specified time periods (two hours, four hours, etc.)

MIS executives from the 1970s and 1980s will proudly tell you that they provided systems availability of 99.5%, 99.8%, and so on. Yes, it takes energy to establish metrics. It took time—a lot of time—to collect these uptime statistics in the mainframe era, but it was one of the reasons that the legacy world was so reliable. We knew the numbers. We managed because we measured. Crunch your uptime numbers, hold people accountable, and your people will somehow find a way to run your shop more efficiently.

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