I was speaking to a customer recently about a critical business service, and he compared his response approach to a game of Whac-a-Mole. When an event happened, he could look out over his entire floor of cubicles and see heads popping up and down saying, “It’s not the network,” “It’s not the systems.” It’s not this, and it’s not that.
Even with all this jumping up and down, he still wouldn’t be able to figure out what the problem actually was. He would have to pull a team into a room and doggedly work through where the issue was, who was affected, and how to fix it.
It’s one thing to be able to react quickly and correctly when something’s down. Better yet if you can predict the failure and are able to take action proactively to mitigate the risk. The secret is to focus on the customer experience.
It is important to understand that your customers experience your IT systems as a holistic business offering. They don’t see the parts; they only see the whole. So why are we monitoring only the parts?