Firefighting and Critical Situations

Abstract

Dependence on firefighting, the rapid application of technology to an urgent IT incident, is characteristic of an immature monitoring discipline. It is a purely reactive response to a problem, usually lacking deep understanding of the issue. It is certainly not done with an eye towards preparation for proactive management. You will use the firefighting techniques discussed in this chapter to basically get Management off your back. Management is struggling with a large number of problems throughout their business management life cycle, and they need you to quickly uncover what is vexing their efforts to deliver a successful service. They couldn’t care less about the correct use of APM.

Facts are stubborn things; and whatever may be our wishes, our inclinations, or the dictates of our passion, they cannot alter the state of facts and evidence.— John Adams (1735 – 1826)