The instructor did not approach the problem of speeding from the perspective of consequences. He addressed the problem as a behavior issue. This got my attention. The lesson that I remember today, 20 years later, is that behavior is the result of values and attitude. My driving behavior would change only if my values and attitude about driving and speeding changed. In 20 years since, I've only had one other speeding ticket.
How does this life lesson from a speeding ticket experience relate to IT operations and costs? To answer this question, let's start with an examination of the differences in reactive behavior and preventive behavior.
Attributes of Reactive Behavior
- Work is dictated by events, not by risk management
- Work is unplanned and unscheduled
- Risks are unknown
- Actions are not data driven
- Frequently operate in crisis mode
- Nothing happens until something happens or breaks
Attributes of Preventive Behavior
- Managing risks
- Actions based on data
- Scheduled activities
- Measurable impact
- Leveraging resources optimally
- Work happens proactively to prevent problems from occurring
There are stark differences in these approaches. One is chaotic and random. The other is planned, programmatic and data driven. If the primary goal of IT operations is uptime, then answer this question: Can you manage availability?
I've asked a number of customers this question, and the answers are surprising. Depending on the role of the individual, they either say “Yes” and spout off a litany of best practices, configurations and system solutions. Or they simply say “No”.
“No” is the right answer because uptime and availability are not things that are managed as much they are outcomes. It's the result of the operational effectiveness of the data center. It is the outcome of a random set of events and actions within an environment that is reactive in nature. It is a combination of gambling and determinism.
“No” is the right answer because instead of trying to manage uptime or availability, it is more effective to manage risk. Risk is the factor that determines what will happen. Risk is the attribute that can be managed to prevent outages. Yet risk is what is often ignored as non value-add or not important in the behavior equation.
From my speeding experience, until I realized that my attitude and values toward risk were addressed, my behavior was not going to change. The same holds true for IT service. Reactive support does not manage risk. It responds to it.
Conversely, preventive service manages risk because it is important in the value and attitude equation. When an attribute like risk dominates the behavior equation, then proactive and preventive actions are instituted. By managing the risk through programmatic and systemic methodologies, preventive behaviors take the place of reactive behaviors, and significant cost savings and operational improvements can be realized.
If you doubt this, just look at your car insurance premium after you receive a speeding ticket. The insurance companies know how to price your car insurance based on risk. If you speed, you are high risk. Your behavior will change if your car insurance premium gets too high because whether you know it or not, your value and attitudes are impacted by the price.
Behavior in the IT service industry is not that much different. Reactive services do not manage risk. It's a gamble to ignore managing risks in lieu of reacting to the consequence of risk.
I didn't take that gamble in addressing my speeding ticket. One ticket in 20 years is pretty good risk management. I attribute that success to adjusting my behavior which was driven (no pun intended) by my values and attitude.
Reactive vs. preventive service decisions are functions of attitude and values. Which do you think have the best long-term impact?
Comments? Suggestions? We would like to hear from you. Please email the editor at sspanews@thesspa.com.
