A few days ago, the tech world faced unprecedented chaos due to a failure in a CrowdStrike update. This incident affected more than 8.5 million Windows devices, causing delays in flights, banking transactions, and energy systems. Now, with the calm and perspective of time, we can extract valuable lessons that will help us face future crises.
The importance of technical knowledge in times of crisis
When chaos broke out, both CrowdStrike and Microsoft acted swiftly. Microsoft released a free tool and CrowdStrike provided technical assistance to restore normalcy. In times of crisis, having the right personnel who can understand the incident, identify the error, and most importantly, fix it, is vital. Technical knowledge and continuous team training are essential to maintain composure and act effectively.
Service quality makes the difference
Speed and efficiency in solving the problem are crucial, but the way of acting is also decisive in maintaining customer confidence. Having well-prepared human and technical resources can be crucial. Being a IT provider with well-structured and planned services not only solves problems, but also strengthens the relationship with the customer in difficult times.
Concentration vs. Diversification: An ongoing debate
The CrowdStrike failure has reignited the debate on IT sector concentration. Centralizing technology in a few hands can make failures more catastrophic. As IT providers, it is important to evaluate the solutions we use and how we manage them. Analyzing if dependence on a single provider can be harmful and considering the adoption of agnostic solutions that offer greater flexibility. A combination of both strategies may be the best option.
The importance of a Plan B
The ability of companies to recover from the CrowdStrike failure largely depended on having an effective Plan B. Contingency and cyber resilience plans are essential and should always be ready. Sitting down with clients to devise an incident response strategy can be a significant added value. Sooner or later, companies will appreciate having a well-defined backup plan.
Final reflections
The CrowdStrike incident has shown that, although achieving 100% cybersecurity is impossible, being prepared and having a clear action plan can make a difference. As IT providers, we must learn from these failures and continuously improve our response strategies and services. The key is to always be one step ahead, anticipating problems and offering efficient and effective solutions.