Today’s global tech outage — inadvertently triggered by a software update from cybersecurity firm CrowdStrike — affected systems using Microsoft’s Windows operating system, disrupting a range of organizations, most notably airlines and airports, financial services, healthcare, and television broadcasters.
And while hospitality and foodservice were affected less acutely, it is safe to say that any hotel or restaurant that relies on Microsoft Windows could have had their processes halted for a significant amount of time.
So, what should operators do to protect their organization from the next outage? We turned to members of our HTF and MURTEC content councils for some proactive best practices.
Understand Your Dependencies
Yes, cloud-based solutions provide businesses with immense freedom and flexibility across hundreds or even thousands of locations. But we must always remain aware of, and prepare for, the potential downside.
“The incident serves as a reminder of the intricate web of dependencies that define our current technological landscape,” notes Courtney Radke, VP, Innovation, SageNet. “This interconnectedness demands that organizations not only focus on their internal systems but also maintain a vigilant awareness of their external technological dependencies.”
Have a Plan
“We strive to have stable systems, but the unexpected will happen,” says Mike Blake, VP of IT, KemperSports. “The outage underscores the importance of a business continuity plan. And if you are wondering today what your plan is, you may have a problem.” Blake observes that for hotels, it is essential to consistently practice and document manual procedures, from check-in to payment. “These procedures are a key part of our operations and must be followed diligently.”
Lee Holman, Lead Retail Analyst, IHL Group, notes, “Communication during a crisis is critical. How will you communicate with your team when there’s no Internet and no signal on your mobile phone?”
Radke agrees that contingency and disaster recovery plans are essential. He adds, “As organizations increasingly rely on third-party solutions to drive their operations, ensuring that these integrations are resilient and fail-safe becomes paramount.”
Embrace Redundancy
“When technology fails, especially in critical areas like payment processing, it can lead to significant disruptions and financial losses,” says Tom Seeker, a seasoned CIO/CTO, most recently at Earl Enterprises. “For instance, having ‘knuckle busters’ ready for manual credit card processing ensures transactions can continue even if electronic systems are down.”
Similarly, Seeker notes that redundant internet circuits are essential to maintain connectivity when
primary circuits fail. “This redundancy ensures that essential online operations, communication, and access to cloud services remain uninterrupted.”
Seeker also reminds IT professionals, “Sometimes, the simplest solutions are the most reliable. Keeping pencils and notepads on standby might seem old-fashioned, but they can be lifesavers during technology outages, allowing essential tasks to continue without dependence on digital tools.”
