By Emile Biagio, CTO, Sintrex
If I had one buck for every time we get lured into a “software features” discussion with a potential client, I’d own an overstocked game farm!
Or what about the infamous feature shoot out or comparison spread sheet that shows the gaps between products? How many propeller heads have motivated 50% more spend for 20% more features? Hopefully, it was justified.
If you have ripped and replaced monitoring software in the past 3 years, or if you’ve invested in yet another tool to fill another gap that you thought was covered in the tools that you already have, then you’re doing something wrong.
Read carefully, you’re doing something wrong! Don’t go to market and find other tools… because it might just be the fool behind the tool – and not the tool.
Consider a process audit first. Look at what you should be doing, irrespective of the tool’s ability to facilitate the process.
If your process audit compliance is low because of a tool, then look for an alternative, but use your requirement framework to find the right fit.
If you make up a comparative list, I’d bet that of all the tasks and processes that you should be doing, less than 50% can be blamed on a tool that does not support it.
Here are a few considerations if you want to buy a tool – I know it’s probably only a fraction of what’s required, but it’s a good place to start:
- Who’s going to install the tool?
- Who updates the managed devices loaded for monitoring?
- How often is it updated?
- How must it be structured? (Location, SLA, Business Unit or technology based?)
- Who sets the standards for devices to be monitoring compliant?
- Who makes sure that the hardware and software resources are sufficient for the tool?
- Who looks after the hardware?
- Is there a database used for storage? Who is maintaining the DB?
- Are the backups in place? Do you need a DR solution?
- Who provides access to the system?
- Who sets up the dashboards?
- If there are integration requirements, who owns that and maintains it?
- Who must be trained to use the tool? Who does the training?
- Who disseminates information? If it’s ‘automated’, who sets it up?
- Who must get what information?
- What actions must be taken regarding specific information?
- Who must watch screens and what do they do based on what they see?
- Who must receive automated escalations? What must they do about it?
And if you don’t want to buy another tool, consider outsourcing it all and ask questions like these:
- Will you (Service Provider) look after all ‘Tool’ required hardware, software, licenses, capacity, backups, administration, DR and…
- Can I have a geographical view of all my outages?
- Can I see all non-performing assets and stressed assets?
- Can I evaluate capacity issues for all devices?
- Can all my assets be tracked geographically?
- Can I have all my assets collated in one area for data mining?
- Can I mark all my SLAs monthly?
- Can I see and measure user experience and application performance?
- Can I check my IT provider compliance to standards and best practices?
- Can I provide difference business units a view or report for their portion of the infrastructure?
- Can I have an on-site Operations Centre or the option to reduce costs and host it off site?
Make sense? Cause now you’re moving away from looking at the tool. You’re making it someone else’s problem and ensuring that you get the required output to run your business and improve service delivery!