Tackling the Known and Unknown with Modern Response Models
July 07, 2016

Rob England
The IT Skeptic

One of the biggest challenges for an organization is to conceptualize IT response models that accurately reflect real-world scenarios. From an IT perspective, this means being able to handle situations that are predictable (we call these "Standard" scenarios) as well as ones that are unfamiliar (e.g., "Case" management). In my recent whitepaper titled How IT Response Models Drive Modern Operations, I explain the benefits of combining these two approaches. In order to minimize downtime and optimize resource utilization, users must account for both Standard and Case activities.

Why Do We Need Standard Models?

First, why do we need Standard models? Having established and standardized processes for certain situations can lead to increased performance and better outcomes, thanks to faster response times, more efficient resource usage and proven methodologies. Agile methods have accelerated the pace of change, and in order to keep up, organizations should pinpoint opportunities for automation and enhanced collaboration. Many companies are using DevOps to do so, boosting workflows by integrating new communication and collaboration tools.

Of course, some situations have no response template to follow. When Standard models run out, Case management should step in. Most IT organizations perform ad-hoc Case management without any formal guidance, rules, resources or methods. Applying a level of formality to Case management enables organizations to confront unfamiliar problems head-on, and maximize their opportunities to handle them successfully. This includes not only acquiring and analyzing useful data, but devising ways to improve mechanisms over time to eventually create new Standard models.

How Do You Devise a Case Management Strategy?

How do you devise a Case Management strategy? Embrace the flexibility and agility afforded by DevOps. Case workers can choose procedures from any number of sources to assemble a Case Management process, and toolchains can support this process by making team handoffs and collaboration more efficient and effective. This allows organizations to structure and control the response process as much as possible, even in unpredictable situations. If you have the right tools to help your teams work together, you can better adapt and respond to new information, external events, and actions taken. And, as I explain in my white paper, the benefits of Case management can extend beyond expectations and lead to greater flexibility in responding to user needs as well as higher customer and user satisfaction.

Having a robust Case Management process allows you to identify new unfamiliar scenarios and ultimately develop mechanisms for Standard models of response. Standardization is the goal: although we can never completely standardize the world, organizations should do their best to transform the uncharted into the defined. By treating Cases with the same level of rigor as standardized procedure, IT departments can truly maximize the benefits of DevOps.

The Standard+Case approach introduces Case Management to our thinking for the same reason that we introduced DevOps: to bring in defined practices, mature management, relevant reporting, and structured improvement, so that we can be more effective and efficient at responding to the situations the world presents to us.

Rob England is an IT Management Consultant, Founder of Two Hills, and Author of "The IT Skeptic" Blog.

Share this

Industry News

March 28, 2024

Check Point® Software Technologies Ltd. announced a collaboration with Microsoft that utilizes the Microsoft Azure OpenAI Service to enhance Check Point Infinity AI Copilot, marking a significant advancement in cyber security AI applications.

March 28, 2024

ArmorCode announced ArmorCode Risk Prioritization, providing a 3D scoring approach for managing application security risks.

March 28, 2024

AppViewX and Fortanix announced a partnership to offer cloud-delivered secure digital identity management and code signing.

March 27, 2024

WaveMaker has updated its platform in response to customer demand for more sophisticated API and code management tools.

March 27, 2024

Vercara announced the launch of UltraAPI™, a product suite that protects APIs and web applications from malicious bots and fraudulent activity while ensuring regulatory compliance.

March 27, 2024

Legit Security announced the launch of its standalone enterprise secrets scanning product, which can detect, remediate, and prevent secrets exposure across the software development pipeline.

March 26, 2024

Progress announced a strategic partnership with Veeam® Software, the #1 leader by market share in Data Protection and Ransomware Recovery, to provide customers with an enterprise-ready cyber defense solution that strengthens the security of their business-critical data.

March 26, 2024

GitGuardian released its Software Composition Analysis (SCA) module.

March 26, 2024

DataStax announced a milestone in its journey to simplify enterprise retrieval-augmented generation (RAG) for developers by integrating with Microsoft Semantic Kernel.

March 25, 2024

Check Point® Software Technologies Ltd. is collaborating with NVIDIA to enhance the security of AI cloud infrastructure. Integrating NVIDIA BlueField DPUs, which feature a broad range of purpose-built, innovative security capabilities, the new Check Point AI Cloud Protect solution will help prevent threats at both the network and host levels.

March 25, 2024

Sentry announced the release of Autofix, an AI-powered feature to debug and fix code in minutes, saving important time and resources.

March 25, 2024

Apiiro announced a product integration and partnership with Secure Code Warrior, the agile developer security training platform, to extend its ASPM technology and processes to the people layer.

March 21, 2024

Progress announced that Progress® Semaphore™, its metadata management and semantic AI platform, was named a Champion in SoftwareReviews’ 2024 Metadata Management Emotional Footprint Awards.

March 21, 2024

The Cloud Native Computing Foundation® (CNCF®) has partnered with Udemy, an online skills marketplace and learning platform.

March 21, 2024

GitLab has acquired Oxeye, the provider of a cloud-native application security and risk management solution.