Tips & Advice
and things your vendors won’t tell you
There are a few things that your vendors just won’t tell you.
We’d like to spoil some of the fun and let you in on a few secrets that will empower you and hopefully motivate the organization to take action. Click on each of the icons to see if you are heading in the right direction.
What platform does your labor force currently centralize their focal point to on a daily basis? You may believe or have been told that your ticketing system serves that function.
Contrary to belief, it’s the wrong approach because your ticketing system is a reactive, downstream solution. It’s used after incidents have already occurred so how can you ever be proactive with it?
The right answer is to focus on solutions that use data, trends, analysis, and prediction to “prevent” and promote action before incidents occur. Using analytics and reporting is how you accomplish that – not by opening more tickets.
What’s your strategy for bringing data together? Are you spending all your time “collecting” and “storing” data and then hopefully “building” something visual to make data consumable?
All your tool vendors including your ticketing system provider are telling you they can bring data together. The truth is really anyone can, however, 99% of the tools available are missing the necessary AI, Impact Analysis, and Data Model required to make data more useful and operations more effective. Essentially they provide a glorified trap or log consolidator and network pingers, but no intelligence.
The answer is to leverage a unified data model on the back end that can bridge everything together (data/events/etc.) and provide a perspective of dependencies and relationships. Without understanding this, you will never be able to automate problem/symptom determination (aka RCA) and correlate to the customer, location, or business impact. For this one you have to get into the weeds a bit, otherwise enjoy the wool.
Do you all you tools and data flow into a ticketing system for manual correlation or do they go somewhere for intelligent, automated processing first? You may have been told that the ticketing system is the place for that.
It may sound logical, but in fact it is not. Unprocessed data from disparate sources create more tickets and doesn’t do anything to reduce the expense all-hands calls that waste your time while folks try to chase down the root-cause manually.
If you want to reduce the expensive break-fix activity, the answer is to bring data and event sources together intelligently first before doing the other stuff that wastes time and makes people upset (i.e. opening tickets and sending notifications).