Improve Your ROI and Business Operations

How to Satisfy Your Customer and Team by Improving Your ROI and Business Operations?

In the post covid era, companies around the globe have to undergo a rapid digital transformation, as they have to develop their functionalities and operations to support services that were under tremendous strain. As a result, digital transformation allows companies to enter large-scale cloud migration and adopt advanced development methods like Agile and DevOps, thus sudden changes skyrocketed with their usage means, an increase in complexity and incidents for those who operate and own the affected services, as these incidents skeptically impact the end-user at a time where customer expectations have never been higher.

One fact that is always true is that incidents are inevitable, and there are no magic wands to make them go away, as expected to be more common as the complexity of the technical ecosystems increases. It means that the technical team needs to come with appropriate response strategies and invest more in digital operations to keep pace with innovation and continue to thrive.

As the world continues to recover from this pandemic, top industrialists across the globe mainly rely on key learnings from the barriers of shelter-in-place restrictions to continue innovating, as in the last 18 months, a particular organization’s success solely depends on customer experience, operational efficiency, and talent retention. As a result, leaders across the IT industry must prioritize their investment in culture, functionalities, and solutions to unlock agility at scale and operational maturity.

The expert states that the ultimate requirement of a successful digital operations management is the aggregation, grouping, and correlation of digital signals from an ever-increasing array of sources to create operational awareness, and in general, companies are turning towards tooling solutions to satisfy their needs.

  • Unlock ROI and Focus on Business Value How much does an incident cost you?

    According to the experts, each incident requires an average of 1.2 responders and take 126 minutes to resolve it, that cost one around 50 USD per hour per responder (this is the average placeholder of 50 USD per hour as round number based on a dollar 100,000 USD salary) costs dollar 126 per incident.
    The above number doesn’t include any lost revenue as for other organizations, it may range around thousands of dollars per minute, as teams adopted modern incident response strategies with ngDesk, and teams with traditional operations process often pull in more members than 1.2 responders to get reactions regarding crucial questions during the overall resolution process, considered a solution to help you advance your operational maturity, and it is important to understand the costs and how to benchmark progress against them. While you evaluate the digital operation management platform, one can easily consider looking at metrics like

    a) Number of in actionable Alerts Per Month:

    Nobody enjoys being false alarmed for irrelevant incident alerts other than the one they need to react to, as the number of actionable alerts per month decreases, and alert fatigue also improves significantly.

    b) Number of Incidents Per Month:

    Fewer incidents mean fewer interruptions for your teams, as it doesn’t mean that less will break, rather, it means that fewer duplicate incidents get abolished for the same problem, and more incidents get solved via automation without any human interference.

    c) Average Mean Time to Acknowledge (MTTA)

    A service-based architecture and culture of full-service ownership, enables a team to avoid “a tragedy of the commons” and always know which services they are accountable for.

    d) Average Mean Time to Resolve (MTTR)

    It is a commonly observed signal of improvement, as automation and ML can help your team resolve faster and concentrate on the part of incident response that is uniquely in the hands of the humans.

    e) Number of Escalations Per Month:

    Getting the appropriate data to the right subject matter expert often reduces the results of fewer escalations, helping to increase autonomy within teams, and fewer engineers pulled into an incident means less investment for the business.
    As one-track improvements based on these factors, and it helps more than the bottom line, thus, normalizing metric-driven approaches and adopting modern incident response practices does help to build a foundation for cultural change that can aid to drive improvement to operational maturity.

  • Building Culture from Process

    In every complex technological ecosystem, a group of humans supports all kinds of services at once, as these humans mostly rely on appropriate practices and processes to help them respond to incidents with mere stress and toil. Manual and reactive organizations suffer from old-age methods, and the processes need to be updated to reflect the increasing complexity of their systems, as operational maturity doesn’t improve within a fortnight. The initiatives that can promote a team from manual, reactive processes often require a more proactive posture, as it requires investment in cultural changes.

    There is no silver bullet to this, as changes are hard, but the payback is well worth the inputs in the form of improved organizational resilience and team morale, and having the right tool in place helps teams to follow the best practices regularly. While adopting a full ownership model, is much easier to know who is on call for that particular service if the tool you use can automatically trace the service owners to the respective services, and the incident response process is toilsome by nature, thus, adding automation can help to accelerate the resolution, and remove cognitive toil for the responder.

    Postmortems reinforce a blameless culture and promote psychological safety, thus, by providing the team the space to examine systematic failures and find ways to fix them moving forward, as one provides the breathing room to make mistakes and learn from them.

    These processes help to build a better culture, and also alleviate toil, and can prevent potential burnout, as with the correct tooling in place to support them, an incident response team can seamlessly advance in operational maturity while making the job easier.

    The return on cultural investment is always as rewarding as any other investment that you can easily make, and a happier, healthier team produces higher quality work and is fresh enough to respond to incidents with their full cognitive ability.

    In conclusion, we can say that the more operationally mature a company becomes, the more likely it is to have both the tooling and their process in place to make things perfect.

Avail ngDesk incident response software for your company today!