How to Build Reliability Starting from the CJM
summary
Explains how to build reliability starting from the Customer Journey Map (CJM) by using CJM-driven analysis to identify failure modes and design improvements. Covers mapping customer touchpoints, translating those into system reliability requirements, and applying technical measures (monitoring, fault tolerance, incident workflows) to reduce impact on users.
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chapters (9)
- 0:00Introduction
- 1:05Excessive monitoring problem
- 2:44Target availability 99.95%
- 3:47Choosing client path
- 4:29Vertical and horizontal monitoring
- 6:17Mapping for fast response
- 7:22Technologies and tools
- 8:48AI in processes
- 9:31Summary
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