Blog - IT CSI

Many IT Professionals look at the same set of data and come to the conclusion that the raw data as it is represented at the time does not add any clue for a conclusion. That might be true, but if you know what to do, that same set of data could be transformed successfully into highly useful insights into a problem situation. The secret is to use a process that would allow the investigator to transform the data into useful information. How do we do that? Like I said, using a specific process such as the following:

Over the years as a consultant, I’ve learned how to listen to what people are saying, albeit doing it for a different reason you might have had in mind. I am doing it to eliminate the “noise” and “clutter” normally surrounding problem solving and root cause analysis sessions. This might surprise you, but the biggest obstacle in solving problems and incidents effectively, is the human nature to “elevate” or escalate things in order to get the appropriate attention of the right person.

"Hearing the words "outage" or "crash" in an I.T. environment is not something you would like to hear on your watch..."

Do you have the majority of incidents being caused as a result of project or other releases into production?

Do you often have a 'Bad Feeling' about a changes that are going in? 

Thats right, the dreaded RISK word. In most cases Risk analysis conjures up bad thoughts and ways to quickly address the risk tabs in the change record adequately enough to get the change approved. Maybe a quick 'cut & paste" from a similar change? I have seen this, been guilty of doing it, and seen many other poor practices in companies I have worked for and consulted with over the last 28 years in my career.

How do fighter pilots (top guns), firemen and other emergency workers deal with a crisis situation? They go onto “automatic mode” which was drilled into their psyche over a period of time…

Ever wondered why pilots are trained on simulators? They are trained to quickly ascertain a snapshot of what is happening and what is not happening. Based on these nanoseconds of bits of factual information they are trained to make “snap” deductions and produce the most appropriate actions.

There is another answer to my “WHY?” question and that is rooted in the physiological set-up of our bodies. When faced with a crisis situation our adrenalin pumps excessively and everything we do become an automatic reflex and not necessarily a rational response. We need to get the brain to reconnect to our bodies (including our speech) and the best way to do it is through a renewed intensive focus.