Real World Experience Shared

Month: September 2020

Service Desk Automation

The Shift-Left Approach to Service Desk Automation

Service desk automation is not a new topic but that one that I have revisited due to the advancements made in cloud provisioning. For years we spoke about the shift-left approach. Moving simple, repetitive, transactional activities to the lowest cost cost solution. Initially that meant moving tasks to the lower paid level 1 help desk analysts, or to an offshore resource.

Incident Management – Notifications

Incident Management Notification Channels

Today I am thinking about Incident Management and in particular, how I am notified when a critical incident occurs. As I logged in this morning and casually browsed my ever-growing inbox, I was struck by the critical incident notification buried amidst the usual collection of marketing invites to webinars and product demos.

Azure Monitoring

Azure Monitoring Costs and Complexity

So like most companies we are spinning up new workload in Azure cloud and I have been tasked to look at Azure monitoring. As I have looked into the capabilities that Azure monitoring brings, I have also been struck by the relative complexity of the cost model.

Fiverr – Personal Outsourcing

What is Fiverr and is it Fit for Business

It struck me as I was sat in front of a long spreadsheet updating figures – a mechanical process of cutting and pasting – that this was not a great use of my time. I pondered if I should outsource the task on Fiverr.

Privileged Access Management (PAM)

Privileged Access Management – What is a Privileged Account

Privileged Access Management (PAM) is usually a consideration for the CISO and his or her security team. There are many technical solutions to control privileged access but all of them start with what should be a simple task of identifying the privileged accounts.

Operations Architecture

What is Operations Architecture (OA)

Operations Architecture or OA is often defined as the unified collection of technology services, tools, standards and controls required to monitor and manage business application environments to keep them operating at the defined service levels.

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