Working without incident is a utopia… but this is how you can get close to it!

An incident: for service managers it is a dreaded term, especially if the solution requires manual actions. After all, these take a lot of time and effort. You have to implement all kinds of changes until the incident is resolved. And that can take a while. This leaves less room to focus on tasks that are related to the core business and with which you add much more value. Actually, you want everything to ‘just work’. But working completely incident-free is still a utopia. However, you can certainly ensure stability, continuity and efficiency. How? By applying best practices based on the Well Architected Framework, but also by embracing automation!

The power of automation and precautions

Suppose a virtual machine in Azure crashes. The ideal scenario is that this is automatically dealt with proactively. In other words, the machine restarts itself and in many cases this solves the problem. Isn't that the case? Only then do you want to receive an (automatic!) notification, so that you can look into it yourself. In addition, it is wise to take preventive measures. You can use the Azure Well-Architected Framework for this. In this framework, Microsoft describes five pillars from cost optimization to security on the basis of which you can organize your environment as well as possible. Handy, because prevention is better than cure.

The best of both worlds: ‘proactive preventive’ working

At Wortell, we combine the best of both worlds. We work ‘proactively preventively’. What does this mean? By taking preventive measures, we minimize the cases in which we have to act (proactively) on incidents. ‘Proactivity’ also means that we never stand still. Does a report come in? Then we look at what steps are needed to arrive at a solution. Together, these can form a process that we automate. As soon as we have done this for one customer, we make the automation in question, if generically applicable, available to all our customers. In this way, they all benefit from our increasing knowledge and expertise.

In short, our proactive strength is rooted in our preventive actions. In this way, we limit incidents to a minimum. And at the same time, we are very well prepared for it.

Do you want to reduce the number of incidents within your organization and the actions that come with it? Feel free to contact me.