Finding the Root Causes of IT Incidents

By: Absolute Team | 7/19/2013

Darren Williams, who heads up the vision and strategic direction of Absolute's Service Management devision after our acquisition of LiveTime Software, recently began a blog on Computerworld: People, Process and IT. In his latest blog post, "Prescriptions in IT: Treat the cause, not the symptom" Darren discusses the importance of treating every incident, no matter how small, as a potential early warning sign to a larger business-impacting issue.

While it may seem counterintuitive to treat every service request for email not working as a high priority item, there are times when such requests signal larger issues such as the crash of an integral server, which could impact customers and future business. If that initial request had been dismissed with a standard response, valuable time has been lost in identifying and repairing the root cause.

"As many technicians can attest, an epic failure can often masquerade initially as a typical 'day in the life of IT' scenario. It’s not until that IT person is well down the path of remediation that the full impact of the problem on the business is uncovered. Hindsight, as we always say, is 20/20."

When IT decisions are backed by data, IT technicians can trace an issue down to the root cause to assess other impacts to the business. Backed by the right technology, IT can quickly and easily get a complete picture of the infrastructure they support, allowing them to respond correctly to any service request, large or small. In the post, Darren discusses the benefits of IT Service Management (ITSM) technology to view disparate data sources holistically, even offering preemptive insights to improve services prior to disruptions.

Read the full discussion here and subscribe to his Computerworld blog for more People, Process and IT insights.

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