I was last week in Boston at the IBM Leadership Alliance. While I am under NDA and cannot mention anything that was presented, I still can mention that the RIM loss of service was among the most discussed topics. The joke the first day was that it was easy to spot the Europeans: they were the ones staring angrily at their Blackberries, until the service disruption reached our American friends.
Service is now back after three days. Which is good news for RIM Customers but our advice is that you should not rest still. The RIM Network is just one part of the equation. Providing reliable service to your end-users has to go via having good control over your own environment. Yet, we still have a part of our customers who are monitoring their mail servers but not the BES part, or they use different systems for the simple reason that both are run by separate teams, or they are not yet working with us and we should urge them to do so.
How many IT Managers were notified of the RIM outage by their users? How many RIM customers have detailed metrics of the impact of the outage? Duration of Service down time? Messages not routed?
So, joke aside, this should be a wakeup call for you. Do not leave the state of such an important part of the employee productivity tools left to chance; even if interruptions to Service are beyond your control be informed by Proactive BlackBerry Service Monitoring. Ensure that you are fully aware of levels of Service Delivery and ensure that as IT Manager / Administrator YOU are informed of any threat to Delivery of Service.... before your users inform you.