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Summer Journal

Volume 27, Issue 3

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High Available Systems Keep Customers Happy

Written by  HENRY MARTINEZ October 22, 2010

Smart organizations strive to make customers happy and keep them happy. However, to be successful purveyors of customer satisfaction they must always be cognizant of the unique needs of new customers, while also monitoring the evolving requirements of existing customers. Yet, all of this begs the question: Who are the customers? The answer is obvious when considering the company as a single entity, but it is less clear when looking at individual departments within a company or the needs of IT users from outside the company. For example, traditionally, the IT department’s only customers were other internal departments that used the organization’s systems. Today, it’s not that simple. Now, systems often directly interact with external customers, suppliers, shipping companies, financial services, and others. In addition to employees, a variety of external users are painfully aware of internal challenges that arise when a system is down or not functioning properly. When that


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