When Availability Matters:
Change Control for SaaS Providers
It is a long standing notion in IT Service Management that up to 80% of unplanned downtime is caused by change introduced into the system by what can be loosely defined as "operator error". Yet, based on our experience, Software as a Service (SaaS) focus 80% of their attention (and budget) on hardware redundancy in an attempt to achieve high availability numbers.
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