From Nightmare Server Breakdowns to 100% Service Availability: How HCI Came to My Rescue by Udit Pahwa Head - Information Technology at Huhtamaki PPL Ltd. We all have limits on our patience—how much we can tolerate before we say, “Enough!” When it comes to the amount of time that can be spent waiting on a product or a service to deliver its intended outcome, these limits to our patience apply to everyone. I like to describe this as our collective IQ—our “Irritation Quotient.” Unlike the famed Intelligence Quotient (also known as IQ, of course), we in IT want our Irritation Quotient to be as low as possible. We want to largely keep irritants out of the daily lives of our end users. The expectations of end users stem from their experience as consumers: Everything should

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