In our always-on, IoT-enabled, cloud-connected, big data age, we face a major paradox: it’s now easier than ever to collect large amounts of data — yet the more data we collect, the harder it becomes to monitor situations effectively. This problem is similar to what psychologists call “information overload” — the phenomenon that causes someone […]

| In Innovation

“How can we reduce incident resolution time? Our MTTR numbers are dragging us down!” If you find yourself shouting this question at the sky, you’re hardly alone. It’s a chronic support problem. How do you reduce incident resolution time? As it turns out, there are some very effective and very sensible things that you can do. […]