With the increased complexity of IT environments, the rising cyber threats and the growing number of IT alerts, IT organizations have come to the realization that throwing more people at IT issues doesn't solve the problem. According to a recent DEJ study, putting more people on a particular IT issue is not an effective approach, so organizations are finding themselves at a turning point — and they have to take notice.
Respondents to the survey said that they experienced, on average, an 88 percent increase in processed metrics, events and alerts over the last 12 months. The study also found that 42 percent of organizations are reporting that the technology solutions they purchased in the past are not as effective when working with this level of volume and velocity of data.
What Do the Findings Tell Us?
Today, IT Organizations need to adapt quickly to new consumer behaviors which are driving increasingly growing business demands for IT services. And as the demand for digital services increases, so does the risk for service outages. Everyone in IT knows that major IT issues are unpredictable and unavoidable, and that 20th century tools and processes are no longer up for the task. Senior IT executives, along with business leaders, really need to rethink their IT strategy if they want to be able to fully embrace the future — made of big dta, AI and IoT.
Modern IT Stacks, Yet Operating with 1990's Processes
Engaging into digital transformation too late can severely hurt the business competitiveness
Every day we talk to IT leaders, we have conversations about the importance of modernizing their digital footprint so they can offer more — and faster. There is a consensus that customers' fast-changing expectations are the major driver behind digital transformation, and that engaging into digital transformation too late can severely hurt the business competitiveness. Discussions move quickly into Agile Development, Scrum team structures and DevOps, which is a good thing. It is now generally admitted that the old way of building IT services and applications (waterfall development) is no longer compatible with customers' high expectations of time to delivery and digital experience.
At the same time, there's a growing disconnect between the complexity of the new technology stack and tools organizations acquire, and the rudimentary processes they still use. This can quickly hurt both the effectiveness of the support functions, as well as the very ability of the organization to deliver new releases according to schedule.
Even in a perfect digital world, bad stuff will happen — retail websites slow down, they might not be available (DDoS, cyberattack), they might be experiencing a network outage, applications may fail, you may lose connection to your ERP, EMR, Supply Chain which impacts productivity and increases user frustration … in other words, the very same customers that you are trying to please with faster delivery may now be very frustrated with a poor quality of service when things break.
Faster Release Cycles Require Faster Response Cycles
IT leaders must review the three dimensions of their operations; their people, their processes and their technology.
Interestingly enough, the same DEJ study shows that IT Leaders have come to the conclusion that:
■ They cannot keep throwing more people to cope with the increasing number of IT issues
■ The investment they made in their ITSM platform, while necessary, is not sufficient any longer
■ Contextual information is critical when dealing with IT critical issues
■ Automation is no longer only used for tactical cost-cutting initiatives but that it is a must-have component to ensure consistent quality and delivery of IT services
As organizations acquire new technology and adopt new digital service delivery methods, they must also inspect their processes and people assignments to ensure that their processes will:
■ Support their service delivery goals (frequency of release)
■ Enable the cross functional teams to collaborate and participate in
■ Meet their SLAs and protect business users experience when issues occur
■ Provide Senior IT Executives insight into their response team performance for continuous improvement
■ Give a way to perform post-mortem reviews using the metrics and information collected
■ Store full audit trails including conversation recording for compliance
IT leaders should turn to Closed-loop Response Management solutions, which help to automate the traditional, manual and time-consuming processes including:
■ Automatically gauge the severity and context of the event
■ Identify in real time the right teams and personnel based on who's on-call, location, skillset, etc.
■ Engage the right teams in real time, Escalate, Collaborate and Orchestrate
■ Gain visibility into Incident Response across all areas of IT: Service Operations, Security Operations, DevOps and IT BC/DR
Looking ahead to the rest of 2018 and beyond, it seems like many of the trends that shaped 2017 are set to continue, with the key difference being in how they evolve and shift as they become mainstream. Five key factors defining the progression of the digital transformation movement are ...
Companies using cloud technologies to automate their legacy applications and IT operations processes are gaining a significant competitive advantage over those behind the curve, according to a new report from Capgemini and Sogeti, The automation advantage: Making legacy IT keep pace with the cloud ...
It's every system administrator's worse nightmare. An attempt to restore a database results in empty files, and there is no way to get the data back, ever. Here are five simple tips for keeping things running smoothly and minimizing risk ...
When it comes to their own companies, 50% of IT stakeholders think they are leaders and will disrupt, while 50% feel they are behind and will be disrupted by the competition in 2018, according to a new survey of IT stakeholders from Alfresco Software and Dimensional Research. The report, Digital Disruption: Disrupt or Be Disrupted, is a wake-up call for the C-suite ...
If you are like most IT professionals, which I am sure you are, you are dealing with a lot issues. Typical issues include ...
The importance of artificial intelligence and machine learning for customer insight, product support, operational efficiency, and capacity planning are well-established, however, the benefits of monitoring data in those use cases is still evolving. Three main factors obscuring the benefits of data monitoring are the infinite volume of data, its diversity, and inconsistency ...
Imagine this: after a fantastic night's sleep, you walk into the office ready to attack the day. You sit down at your desk ready to go, and your computer starts acting up. You call the help desk, but all IT can do is create a ticket for you and transfer it to another team to help you as soon as possible ...
As many IT workers develop greater technology skills and apply them to advance their careers, many digital workers in non-IT departments believe their CIO is out of touch with their technology needs. A Gartner, Inc. survey found that less than 50 percent of workers (both IT and non-IT) believe their CIOs are aware of digital technology problems that affect them ...
CIOs of 73% of organizations say the need for speed in digital innovation is putting customer experience at risk, according to an independent global survey of 800 CIOs commissioned by Dynatrace ...
Digital Transformation requires more than just the latest technology, it's a mindset that iterative change is on the way and should be embraced. This also requires us to factor in the people and process parts of the equation and find ways to measure the end-user-experience (EUE). One way to do this is to sponsor an Application Performance Monitoring (APM) initiative that can provide visibility to the business, help communicate the progress, and highlight the impacts to the organization. ...