Looking back at the first and second blog in this series, we see that by using ConsoleWorks IEMs the DETECT and ISOLATE steps are completed automatically in milliseconds (effective value = 0) taking a significant amount of time off of our MTTR. That leaves us with Detect = 0, Isolate = 0, Analyze = ?, Remediate = ?.
The Analyze step requires that we determine the nature of the real problem. In many cases, the events we start with including the issues described by things like Trouble Tickets are only a symptom of the underlying problems. Regardless of what many of us have been led to believe, Trouble Ticket systems and Event Management Systems often identify symptoms rather than root causes – ask any Admin responsible for dealing with those tickets or incidents.
In some cases, the human-readable descriptions from the vendor included in the IEMs will give us enough information to immediately identify the root cause of the problem. In these cases Analyze = 0, netting us an MTTR process of Detect = 0, Isolate = 0, Analyze = 0, and Remediate = ?.
In other cases, we need more information which typically pushes us back to our log files to troll through them for the important tidbits (other events) that can help us identify the root cause of the problem. With ConsoleWorks, that log file information has already been captured, stripped of spurious characters (noise), time-stamped, and ordered line-by-line in the same pane of glass so we can quickly zero in on the root cause of the problem. In cases where information from multiple assets is required to analyze the problem, ConsoleWorks lets us bring up processed log information for up to 4 assets side-by-side in our single pane of glass by just clicking on them. Using ConsoleWorks is far faster than trolling through log files or even log file repositories.
This takes us to an MTTR of Detect = 0, Isolate = 0, Analyze = 0 to (norm – x), and Remediate = ?