Stages of Engagement

Pre-Qualify

The activity whereby we can check that a new deployment, upgrade or reconfiguration is going to perform suitably. Often this can be achieved with a simple agent install on an available computer and then running a 'standard' suite of tests to check performance during different times of day. Sometimes a small plug computer may be sent to site when a computer is not readily available.

Benchmark

Similar to a pre-qualification, benchmarking allows us to periodically check our tech-experiences using a 'standard' suite of tests. We can compare this to our acceptable performance indicators and also see if we are trending up or down over time.

Monitor

Using active testing, passive monitoring, people-surveys and big-data/machine-data we can watch for drops in real-user and synthetic-user experiences. We can ask the people and the infrastructure how things are performing and we can watch all manner of log, alert and event information for indicators of tech-experience issues.

Demarcate

Using pre-configured active testing and split-half-search methodologies we can quickly establish who is at fault and who owns the resolution. We can use these same tests to perform "proof-of-fix" testing to ensure a real resolution has been found.

Troubleshoot

Ad-hoc active testing allows us to quickly isolate symptoms and causes - with a wide and deep test suite at our finger tips being remote is not an issue - quickly identifying the problem and then verifying the solution using the same "proof-of-fix" testing methodology seen in demarcation.

Report & Trend

Reporting and trending allow us to measure and publicise our performance against the important and agreed indicators for the business and the users. Trending is a window into the future rather than the more common snapshot of today. It is as close to time-travel as IT nerds are likely to achieve!