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Over the last 15 years, most building operators have come to recognize people account for the majority of interruptions to critical operations. Human error is identified as the root cause in 60 percent to 80 percent of data center downtime events, year after year.
Those who maintain the critical facility's infrastructure systems require written procedures to consistently carry out riskier activities such as system transfers, when system redundancy is reduced as equipment is brought off-line for maintenance or repair. Just as important are procedures for resolving emergency scenarios. A critical facility may require 150 to 200 documents to cover both of these categories, due to the number of infrastructure systems involved. This number seems high when compared to a non-critical facility's needs. However, by comparison to another critical endeavor, it is roughly one-fifth the number of procedures required for operating a nuclear submarine.
In all cases, procedures need to be site-specific, as each facility's configuration is unique. One individual on the facilities staff must be assigned the role of procedures owner and be provided dedicated time each month to make continual progress with the program. Typically, the procedures owner is provided a contracted resource to get the program started.
Written processes are much more important when addressing areas where personnel from multiple departments have access. In the case of a data center facility, the computer room is most critical. Tasks performed there present the greatest risk of error, because multiple departments are involved and a higher frequency of human activity occurs within the room.
To reduce the high potential for error when multiple groups work together in one space, it is necessary to develop written mutual expectations between the departments involved. Some organizations refer to these as internal service level agreements. The documents can be as simple as one page, but must be endorsed by each department head and be consistently enforced.