Complexity in today's IT systems makes previous error prevention approaches for operators inefficient and costly. IT staffs are expensive to retain, and are increasingly hard to find. There is also insufficient information about what's going on in the context of an entire systems setup. Operators are using manual processes -- in reactive firefighting mode -- to maintain critical service levels. It simply takes too long to interpret and resolve IT failures and glitches. We now see 70-plus percent of the IT operations budget spent on labor costs.
February 07th 2008