Operations | Monitoring | ITSM | DevOps | Cloud

Life in the world of managed IT services is not without its pleasant surprises. Although we’re an industry of system builders dedicated to facilitating the smoothest of operations possible, downtime still happens. An unexpected system or network failure is not uncommon. In fact, it's inevitable. Even some of the world’s biggest companies can’t get away without painful outages.

For years, Netcool has been omnipresent in many IT Operations organizations. That, combined with the sheer utility it once brought to the table, sometimes gave it a special sort of nostalgic reverence in IT Operations circles. But with all due respect to Netcool, there’s also little doubt the platform’s real-world utility has waned in the era of cloud and hybrid ops.

Last November, we announced the launch of Grafana OnCall, an easy-to-use on-call management tool that helps reduce toil through simpler workflows and interfaces tailored for developers. Born out of Grafana Labs' acquisition of Amixr Inc., Grafana OnCall began as a cloud-only solution that became generally available to all Grafana Cloud users, on both paid and free plans, in February.

If you talk to any Service Desk agent, they will agree there has been an explosion in IT tickets since the transition to remote and hybrid work. Even now, there are growing challenges preventing them from being able to reduce IT incidents. In the last year, average ticket volume has risen by 16% since the pandemic, stressing already overtaxed help desk agents. This increase in tickets has led to wasted resources, poor IT service delivery and frustrated employees.

Get info, insights, and more from our RESOLVE 2022 keynote speech. “I kind of view AIOps as more of a practice.

We live in an age where the internet and digital data drive modern day markets, which results in huge amounts of data being generated and consumed. Hence, it has become very important for online platforms to manage this traffic and serve their customers more efficiently. In this blog we will explore the Amazon Route 53 service and see how it addresses domain name system routing and health check problems.

Delivering dependable and high-performing IT services in 2022 requires coordination and collaboration across different workflows, areas of expertise, and even time zones. Whether serving in-house colleagues or external clients, there is immense pressure on IT management to create seamless experiences 24/7/365. Seconds matter when critical systems break down, and slow incident resolution can have costly ramifications on customer experience and employee productivity.

Effective communication in nursing is central to providing top-quality patient care. Nurses communicate with patients to understand their health issues, and they provide them with the care and compassion needed for recovery. Accomplishing effective communication with patients directly impacts patient health outcomes, and it has far-fetched implications when carried out ineffectively. As such, effective communication in nursing drives patient-centered care.

Too many of us are still playing whack-a-mole when it comes to incidents: an incident is declared, the on-call engineer is paged, the incident is resolved and then forgotten — until next time. It’s time to start thinking in terms of proactive incident management, not just reactive incident response.