It's only been a few years since Waste Management's IT organization began rebuilding their quality assurance processes from the ground up.
"Our availability scorecard was pretty bad. Our services were down. At times, we didnât know that our services were down. Our first indication of a problem was from customers calling us," remembers Gautam Roy, Vice President of Infrastructure, Operations and Technical Services at Waste Management in Houston, Texas.
"Now, fast-forward a few years -- with making the appropriate choices and investments in technology, such as in people and processes -- and our scorecard is very good. We know of the problems rapidly. We proactively detect problems and fix the problems before they impact our customers," he says.
To learn how Waste Management came to deliver four 9s availability for its critical applications, BriefingsDirect sat down with Roy. The discussion is moderated by Dana Gardner, Principal Analyst at Interarbor Solutions. [Sponsor: HP.]