Back in the day when I was more of a traditional Tech Support guy I was tasked with implementing a new common infrastructure monitoring capability for our organisation. The intention was to enable us to consolidate into a single solution and decommission various disparate tools that were being used in isolation by the different support groups within IT.
This legacy ‘silo’ approach to monitoring also meant unnecessary duplication overheads across the functional support teams as well as propagating a culture where, quite often, the left hand had no idea what the right was doing!
Critically, this situation also undermined the department’s ability to easily conduct Post Incident Reviews (PIR) due to the multiple touch points that needed investigation, an issue quite often compounded by the reluctance of key support staff to expose to a wider audience the flaws, risks and workarounds within their services.
And so, the Journeyman’s journey began.