Contact ITInvolve
x 


The Future of IT Operations – Principle 1: Capture all kinds of knowledge for better understanding

This is part two of  a six part series from our CEO – Logan Wray

Principle 1: Capture all kinds of knowledge for better understanding

In conversations with hundreds of IT professionals, we heard that IT team members working in complex environments needed a better understanding of critical dependencies and relationships when responding to incidents, resolving problems and making changes. Too often the knowledge supplied by current service management tools was fragmented, incomplete, out of date and simply not trustworthy.

The IT Ops professional now and in the future needs easier access to knowledge (both structured and unstructured information) without having to spend hours searching for it.

We also discovered that every team member possesses sources of information and expertise about managing his or her particular realm that serve them well as an individual but are not always shared or available to the wider team. Whether its access to a CMDB or special database, detailed VISIO diagrams of a particular application or service, or simply a sharp memory in recalling a relevant incident from the past, IT professionals use a wide range of knowledge to accomplish tasks and solve problems every day—much of it outside of the scope of their existing service management tools.

Therefore, the IT Ops professional now and in the future needs easier access to knowledge (both structured and unstructured information) without having to spend hours searching for it. This knowledge should not be required to conform to any one particular source, nor should it depend on purely auto-discovered content. IT professionals need a kit where they are provided the right information fast, tapping into all kinds of sources, so they can leverage the key information best suited to the issue at hand.

Stay tuned for Principle 2: Find better ways to see the IT environment and how it relates to others

Leave a Reply