The Human Factor
Traditional software management starts with the idea that it's all about people—the people at the service provider, such as EDS or IBM, or the people at your company. This focus has intensified as companies seek additional margin relief. However, you cannot escape the fact that people make mistakes.
People make mistakes. Even professional baseball players, highly trained over many years, make errors in 1%–2% of their fielding chances. Brought closer to home, data collected on the cause of failures in VAX systems reveals human operators were responsible for more than 50% of failures.[1] More recently, several researchers documented that human operator error is the largest single cause of service outages on the Internet.[2] Under ...
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