In the world of application delivery and performance management, it’s not easy on the applications or networking operations side to troubleshoot and resolve end-to-end issues. I‘m sure you have heard of Mean Time To Resolution (MTTR); frequently used for measuring how long it takes to resolve a particular problem from the time a trouble ticket is open to when the problem is resolved (i.e. when the ticket is closed). Have you heard of Mean Time To Innocence (MTTI), which is basically the metric for how long it takes to prove the issue wasn’t your responsibility?
Large enterprise customers are struggling to leverage and get better return on investment from various Network Operations (NetOps) and Security Operations (SecOps) tools. In a recent end user study we conducted, large enterprise organizations (banks, eCommerce companies, healthcare organizations, managed service providers) have in the order of 100+ tools deployed among NetOps and SecOps teams. We had a chance to closely observe both NetOps and SecOps analysts, their workflow, and how they leverage some of the common tools. Immediately one pattern jumped out – every analyst has their favorite set of tools and a particular workflow!