Why Is Google Exempt from Change Management?

Ralph DeFrangesco

Gmail users were in for an unpleasant surprise Tuesday when Gmail was down for about 100 minutes. According to Google's Gmail blog, it experienced an outage due to a routine upgrade. Like every other Gmail user, I was peeved that it was down. As IT Business Edge's Ken-Hardin noted, "it is frustrating to be without your e-mail for even an hour." But what really made me angry was that I don't remember getting a notice from Google saying that it was doing maintenance. If I were making changes on a network in an enterprise, I would be required to open a change management ticket and notify my users that I was making a change so they could plan accordingly.


So why didn't Google notify its users ahead of time?


If Google wants to be considered a serious technology player, and win over the enterprise, it needs to act like one. Many, and I do mean many, SMEs use Gmail as their primary e-mail provider, and now Google Apps as a SaaS provider. Google must realize this and notify its users when it is going to make changes to its infrastructure or applications.


If you are a Gmail user who depends on it for your business, do you think you should be notified when Google makes a change? How would you like Google to change its processes in order to improve reliability and business continuity?

Add Comment      Leave a comment on this blog post
Sep 5, 2009 8:46 AM Vern Burke Vern Burke  says:

I posted fairly extensively about the multiple breakdowns in the fiasco at http://vburke.wordpress.com/2009/09/03/take-careful-aim-at-foot-fire/ , but I completely forgot not notifying. You certainly don't expect this from a company as supposedly great as Google.



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