By Don Jones
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In this chapter, you’ll explore the underlying processes that most organizations continue to rely upon, and look at distinct problems that arise directly from those processes. We’ll use those problems as a driving theme for the remainder of the book as we seek to develop new processes to fix those problems and improve our IT management.
This chapter explores what we can do to solve the problems outlined in chapter 1 and create a more efficient, unified IT environment.
This chapter looks at bringing everyone—users, managers, IT professionals, and more—into the loop can create significant benefits as well as reduce the tendency to fall back into discipline‐based silos.
This chapter reviews monitoring technical counters vs. the end user experience, how the EUE drives better SLAs, synthetic transactions, transaction tracking, from the EUE to the root problem, agent vs agentless marketing, monitoring what isn't yours, and why you need to monitor everything.
In this chapter, Don addresses a fundamental problem that all organizations seem to struggle with: repeatability. In other words, once you've solved a problem, how can you solve it more quickly if it happens again in the future? We'll look at turning problems into solutions and improving service deliverability in the future.
“I’m continually seeing my customers using the same IT monitoring and management approaches that I first used myself more than two decades ago.
The technologies we’re using have improved markedly since then, so why are we still managing, monitoring, and troubleshooting the same old way?
This book is about breaking down walls and silos, and really focusing on improving services through new levels of integration and a revised philosophical approach to IT management. I’m sharing the stories of my own customers to help illustrate the problems I see, and to propose solutions that are already proving valuable in production environments.”