The question of if we are up or not can sometimes be a tricky one to answer. Just because your monitoring software says your httpd is running and the database is up does not necessarily mean that all is well in Userland. In fact sluggish response times and or external connectivity problems may cause your [...]
Posts Tagged ‘ITIL’
What’s up?
Posted in Services, tagged ITIL, service delivery, systems administration, user experience on March 7, 2007 | Leave a Comment »
Service delivery
Posted in Zen of IT, tagged ITIL, service delivery, systems administration, user experience on March 4, 2007 | Leave a Comment »
When delivering IT services to your customers be they internal or external, it can be very difficult to determine the quality of the products you are providing. Most non-IT companies have little or no knowledge of what is going on in the IT operations department being their patch cables. This even though they are deeply [...]
For whom the bells tolls
Posted in Zen of IT, tagged ITIL, service delivery, user experience on March 4, 2007 | Leave a Comment »
When a service crashes and users are effected two things happens: IT staff starts figuring out how to get back to normal operation and users starts calling the IT department to hear what is going on. Having to answer phone calls steals time from getting the service back online and ignoring phone calls keeps users [...]
Sometimes you can’t make IT on your own
Posted in Zen of IT, tagged ITIL, standards on March 4, 2007 | Leave a Comment »
When running an IT operations you soon realize the need for standards and procedures. In order to deliver a high quality IT product every time you have to consider how your processes and standards work together and more importantly how do you make sure that they are enforced. Making your IT operations success visible is [...]
