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ARMONK, N.Y. (AP) - John DeFazio won't miss the 2 a.m. conference calls. Along with colleagues in IBM Corp.'s huge technology services division, DeFazio used to be summoned to the phone whenever a client's computing center hiccuped in the middle of the night.
Because of the way IBM handled trouble reports, sometimes 20 different experts — a server specialist, a database guru, a networking maven, etc. — got paged to join a conference call. Once everyone finally dialed in and the problem was hashed out, those who weren't needed could go back to sleep.
Not only did that cause bleary-eyed grumbling, it wasted time. So recently DeFazio's crew switched things around. Now one expert is always on standby. When there's a glitch, the expert diagnoses it and pages only the necessary people.
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