
Further recommendations included the requirement that network operators establish a Triple Zero custodian, with responsibility for the efficient functioning of the Triple Zero ecosystem, including monitoring its end-to-end performance. In addition, providers had to conduct six-monthly end-to-end testing of all aspects of the ecosystem within and across networks, which must include the examination of network functionality during different types of outages.
Brian Jackson, principal researcher at Info-Tech Research Group, said that it was a striking example of the risks of critical infrastructure failure on society. “While many IT outages only result in lost productivity from downtime, there are some industries where communications are a life and death matter”
He added that there weren’t many details as to the cause of the outage,, although it seems that Optus was not following its own procedures when replacing a firewall. “All telcos can be affected by upgrades to network infrastructure, even if properly executed,” he noted. “[Whether they’re] changes in configurations for a particular purpose or a cascading failure of many systems, other outages will occur at some point without adequate safeguard measures.”
The Optus outage will undoubtedly concern other operators across the world, all of whom will be hoping that their procedures are robust enough to ensure they don’t suffer a similar fate.
Jackson pointed out that such issues were not just about technology, but about operations too. “Employees must be properly trained on how to handle infrastructure upgrades, maintenance, and other activities, and proper oversight needs to ensure failsafes are in place. Even when things are done by the book, there can still be unforeseen risks related to technical glitches, misconfigurations, or system overloads. You just can’t test for everything.”
And companies should not forget their partners, he added. “It’s impossible to do business these days without relying on telcos, cloud service providers, and other digital connection arbitrators. We’ve seen many recent examples of how a misconfiguration with one of these providers can have trickle-down effects through large swaths of the economy. Enterprise leaders must consider how to build resilience against supply chain outages like this one.”