The demand for increasingly sophisticated IT applications is leading to complex systems that are interconnected with other complex systems. This in turn is driving an increase in the number of difficult performance and stability problems.
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The cause of such problems is often hard to determine, which makes it difficult to allocate the problem to the correct technology team. Consequently, the problem bounces from team to team, as each in turn ‘proves’ that their technology is not at fault.
More often than not, some of the technical support teams involved are from service providers, and so rather than a problem just bouncing between internal teams, it bounces between commercial organisations. This can result in disputes with circular behaviour driven by the need to avoid reputational and commercial damage.
Unfortunately, problem management doesn’t provide the solution. Whilst problem managers may coordinate the troubleshooting activity of multiple technical support teams, these teams operate in silos. This paper explains why a siloed approach is ineffective when investigating difficult performance and stability problems.
Some organisations are aware of these potential issues and are tackling them by creating service-orientated Cross-technology Troubleshooting Teams (CTT).
In this webinar, we outline the need for a CTT, the benefits it delivers, its structure and strategies to optimise its effectiveness.