Empathy in Monitoring
Download as PPTX, PDF1 like131 views
The document emphasizes the importance of empathy in effective monitoring to ensure the right information reaches the right users at the right time. It suggests proactively engaging with users to understand their needs and adjust outputs accordingly, while considering risks of user requests. Additionally, it highlights that being empathetic does not mean accommodating every request, but rather communicating clearly with users to maintain their trust.
Empathy in Monitoring
- 1. Increase Monitoring Effectiveness with Empathy Ryan Youngs – Secure-24 @RyanMonitors #galaxz17
- 2. @RyanMonitors © 2016 All Rights Reserved CONFIDENTIAL 2 Define Effective • Its more than SNR (Sound to Noise Ratio), but SNR is a part of it. • Its getting the right information in front of the right people at the right time.
- 3. @RyanMonitors © 2016 All Rights Reserved CONFIDENTIAL 3 Why empathize? • Leads to more effective monitoring. • It isn’t just hippie stuff. • Empathizing with your customers, users, and colleagues seems obvious. • You may be missing some opportunities.
- 4. @RyanMonitors © 2016 All Rights Reserved CONFIDENTIAL 4 Get to know your users. • How can you empathize if you don’t know your users? • You may have users you don’t know about. • You may have potential users, identify them.
- 5. @RyanMonitors © 2016 All Rights Reserved CONFIDENTIAL 5 Mapping Users to Outputs • List all of your outputs. • Events, reports, tickets, SMS, automation (triggers), etc. • Make note of outputs that you may not currently employ. • Start mapping users to the outputs • Don’t ignore the potential users • Assume that your mapping is not 100% correct • Engage your users!
- 6. @RyanMonitors © 2016 All Rights Reserved CONFIDENTIAL 6 Engage Your Consumers • Technical Training vs. Output Menu/List • Be mindful of your users time. • Full blown training may not be necessary for consumers of reports. • Technical training can be a great time to start gathering feedback to determine user’s expectations and use cases. • Initial engagements regardless of format or delivery should educate your users about your offering as much as it allows you to determine their needs.
- 7. @RyanMonitors © 2016 All Rights Reserved CONFIDENTIAL 7 Engagement Continued • Don’t wait for users to reach out to you. Don’t assume they will. • If you wait the context often switches to specific problems and requests for knee jerk type solutions. • Consider risks imposed by these requests for both today and tomorrow. Empathize with your future users. • Setup a recurring user engagement. • Requirements/needs change over time. • Useful as a feedback mechanism • Extra face-time with your users usually translates to a greater willingness to work with you in the long run.
- 8. @RyanMonitors © 2016 All Rights Reserved CONFIDENTIAL 8 Proactive Empathy • When you know your users you can begin to take proactive measures that fit their needs. • Make sure you present your solution or findings to your users • They need to understand and know when things change. • They may have issues with your solution. • Being proactive shows your users that you understand them and want to get things right for them. • Uncover issues before they become impactful.
- 9. @RyanMonitors © 2016 All Rights Reserved CONFIDENTIAL 9 Proactive Examples • Things you can look out for to help your users out. • Check out the event console • Noisey events • Patterns • Recurrence • Networks • Device Types • Frequency • Long Clears • Lack of Context • Lengthy remediation steps
- 10. @RyanMonitors © 2016 All Rights Reserved CONFIDENTIAL 10 Proactive Solutions • Things you can propose for items you have identified • Noisy events • Threshold value adjustment • Severity Escalation on threshold • Change severity on a data source • Transform the events based on certain contexts • Patterns • Usually requires additional investigation by the affected users but having the information you provided should add great context and shorten the investigation significantly. • Long Clears • Lack of Context • Create data gathering scripts and add them as commands to the web UI • Event Transforms for event enrichment • Lengthy remediation steps • Use triggers in Zenoss to initiate automation
- 11. @RyanMonitors © 2016 All Rights Reserved CONFIDENTIAL 11 Day to Day Empathy • Opportunities often present themselves in many specific issues. • Don’t assume that the user reporting the problem is the only one experiencing it. • Use the event console to sort and filter to add context, while this may not add extra value to the user at your desk it may help out other users. • These types of issues are often hard to predict and can vary immensely. • Perhaps empowering the end users might be the approach for handling some of the less frequent or edge case items. • Examine the requirements and the available Zenoss roles, and choose the best fit. If there are show stoppers, you may want to look at making a new role via the Zope management console. • If there are very specific items you would like to give users access to or even other systems access to you can extend the API by adding additional routers. • Consider future risk for the user in any solution they request or you present. • What helps now might make a mess tomorrow.
- 12. @RyanMonitors © 2016 All Rights Reserved CONFIDENTIAL 12 It is OK to say no. • Being empathetic doesn’t mean you have to accommodate every user request • Time constraints, resource constraints, etc. • Clearly state what you can do for them. • Don’t assume you can’t do what your users need. • Don’t assume your users can’t be flexible in order to get their requests handled • Make it clear that you understand where they are coming from • This potentially changes the users next steps and hopefully keeps the user’s good faith in you.
- 13. @RyanMonitors © 2016 All Rights Reserved CONFIDENTIAL 13 When you don’t empathize • Outputs may not be aligned with your user’s needs • Your user’s may become disengaged • User’s look elsewhere for viable solutions • Silos emerge
- 14. Questions?