Bringing SRE to the digital workplace: How IT can spend less time fixing problems
Real-time has become something of a benchmark in IT. Teams see a problem, diagnose it quickly and, ideally, remediate it before the employee has time to raise a ticket.
Clearly, that's better than waiting for an employee to report a problem to the service desk. But real-time isn't necessarily preventative - if an issue occurs and we respond in milliseconds, we have still reacted to an issue.
Chief Product Officer and AI Officer at Lakeside Software.
And if the same thing happens again tomorrow? An automated remediation may mean the employee barely notices and an engineer never gets involved, which is valuable. But we're still fixing something we've fixed before.
Recurring problems carry a cost even when IT becomes very efficient at dealing with them. The cost shows up on both sides: employees lose time when technology doesn't work as expected, while IT spends time investigating and remediating familiar conditions....
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