How to work across organizational silos in modern IT Operations management

Background

Silos can occur in IT organizations whenever different departments are use different processes and tools to achieve their objectives. Often, this characterized by a lack of communication between departments. This can happen due to differences in goals, customers and sometimes even differences in values and cultures. Each department refines their own processes to achieve their own goals.

Organizations may define strategies and objectives at a high level but will then typically give individual teams and departments the freedom to choose their own approach. This allows for more innovation, faster time to value and better results. The alternative to this approach might be to force each department to adopt the same processes and use the same tools, possibly even share the same broad measures. This sort of ‘centralized’ approach would certainly inhibit innovation, slow the pace of change and, ultimately, will not achieve the desired results.

Problem

The increasing complexity of today’s IT infrastructure is introducing more silos; security teams need access to the same infrastructure to deploy their tools, customer experience teams are asking for access to the application stacks. Developers (DevOps) are being asked to step in to support roles to help speed incident resolution. Adding to the complexity are the myriad of different tools and processes used by each function is the need for collaboration and communication.

Communication between systems is often a manual process, adding more time and detracting focus from the main task of incident resolution. Customer support needs to be able to respond to customers when there are outages. Senior management needs to receive regular updates on the situation when there are major outages. Much of this communication is time consuming, using contact sheets, manually dialing several phone numbers, and sending multiple emails. Manual communication creates a time burden and distraction for incident respond teams that are focused on

Solution

Modern systems can now be connected using REST APIs and JSON data packets. Communication, whether for responders or stakeholders, can be much more effective and highly automated; messages can be targeted to the right people with the right message. Automated voice, text, chat, and email messaging reduce the burden of manual communication. Chat communications can be sent to specific channels for different groups, such as customer service, stakeholders, and responders. Users can automatically be directed to web or voice conference rooms for collaboration.

Find out how AlertOps can help to bridge silos in your organization.