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The Future of IT Operations – Principle 4: Enable IT individuals and teams to collaborate in context

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

Principle 4: Enable IT individuals and teams to collaborate in context

Much is being made of the social media revolution we are experiencing in the workplace these days, making it difficult to separate fact from hype. We heard that IT professionals don’t necessarily need more chatter in their IM or email in-box. Instead, they want to collaborate and exchange information in the context of a specific issue at hand. They told us how important it is to cut out all the extraneous noise so each team member can follow and participate in a discussion thread related to a specific problem important to that individual and his/her role.

The future of IT operations will be shaped by In-context collaboration that leverages familiar social media-style formats but is focused on specific channels of communication around the things they care about.

While everyone agrees about the benefits of collaboration, IT professionals need a more practical means to collaborate with each other virtually. They don’t have time to sit on the phone for hours in mind-numbing reviews of changes or struggle with locating the right people to bring together to address an incident or problem. They need to be automatically notified when a change, incident or issue affects something in their area of responsibility.

The future of IT operations will be shaped by In-context collaboration that leverages familiar social media-style formats but is focused on specific channels of communication around the things they care about. This is the only effective way to help ensure all the right people are effectively communicating in the specific context of the issue, without extraneous noise or chatter. Giving each stakeholder the ability to review related information, including in-context comments from all participants combined with relevant analysis and visualization, would go a long way to streamlining decisions, and helping responders resolve incidents and make decisions more quickly and effectively.

Just as important, these collaborative engagements with other stakeholders need to be recorded and captured for reference in the future so that collective knowledge builds over time and lessons learned through first-hand experience can be shared with others down the line so they never have to be re-learned.

Stay tuned for Principle 5: Access to the collective knowledge of people is a fundamental imperative for operational success

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