Scicom Infrastructure Services
Enterprise Bulletin 3Q 2020
Written By:
Santhosh Dharma
SDharma@scicominfra.com
Engagement Director, Outsourcing Services
Scicom Infrastructure Services, Inc.
Enterprise Bulletin 3Q 2020
Written By:
Santhosh Dharma
SDharma@scicominfra.com
Engagement Director, Outsourcing Services
Scicom Infrastructure Services, Inc.
Command and control centers are the heartbeat of an organization’s technology operations, and they act as the nerve center of command & control capabilities in addition to being the information hub for decision-making. Control center staff provides key functions in addition to enabling field teams to perform better and by providing a complete situational overview. Tactical command centers range from large, centralized control rooms to mobile based centers that can be deployed wherever and whenever needed. An extremely reliable visualization solution is therefore needed, from displays to software that support these varied functions and missions of the modern-day command and control center.
If you have been in IT, then you have likely experienced a significant service outage and dialing into a bridge line performing triaging, and actions to recover. Often, these outage calls occur in the middle of the night and a fog can occur as a diverse and distributed team attempts to analyze and assess impact while seeking to restore service. Poor decisions can be made, or ineffective directions taken during this time could extend the resolution time and impact business outcomes. Furthermore, to add to the confusion, there can be poor communications with your business partners and/or customers during the service interruption. While you can chalk many of the errors to either inherent optimism of engineering judgement or a loss of orientation after working a complex problem for many hours, to achieve outstanding service availability you must enable crisp, precise service restoration when an outage occurs. Such precision and avoidance of mistakes comes from a clear command line and operational approach. This ‘best practice’ clarity includes well defined incident/operational roles and clearly communicated processes well before such an event, resulting in a well-coordinated team to restore service as quickly as possible.
Scicom suggestion is to research the market or engage a monitoring expertise firm to help with conducting an audit of the existing toolset and suggest an industry leading Software/Solution instead of handcrafting your Own Solution from Scratch.
Monitoring and Incident Response are two distinct tiers within the Command Center. It is highly critical that the two tiers work in tandem and any organizational silos are removed. Integrating the two functions will provide IT organizations with the following benefits:
Source: CISCO