The Big Cliché to Avoid When Handling IT Operations

    August 28, 2015

    By Per Bauer

    Clichés are sometimes helpful  other times, they mislead us by oversimplifying things or employing inaccurate analogies. Instead of getting stuck in the same rut that others fall into, your IT team should pave its own path.

    Clichés exist for a reason  no matter how trite, people repeat them over and over again because they’re useful. And as a discipline full of complicated ideas and puzzling terminology, the world of IT is no stranger to hackneyed habits like these.

    With its focus on building sustainable IT solutions — and not on quick fixes  TeamQuest is here to debunk one well-worn cliché: that whatever problem you’re facing now is always the problem you should give top priority.

    Urgency Over All


    In a culture that benefits the quick, it’s easy to get caught up in the concerns about “right here, right now” and forget those we might deal with in the long term. Even though a quick fix provides a moment to catch your breath, a jerry-rigged solution will always lead to future problems. We at TeamQuest refer to this common pitfall as the tyranny of the urgent.

    Like the name suggests, when you’re dealing with the onslaught of day-to-day demands, the most pressing concerns tend to conquer all. A company functioning under a regime like that focuses every day on what will keep IT operations running smoothly, but for that day and that day only.

    For example, the company may start their morning with a meeting reviewing any problems that occurred overnight and within the past 24 hours. From that meeting come the actionable items of the day, as well as any urgent requests from management.

    Between what’s discussed in the meeting and the needs of management, IT has little free time each day to process improvements and basic preparatory functions, such as capacity planning. In the case of a runaway problem that happens the night before, the company must summon a veritable SWAT team of troubleshooters  or at least borrow some resources from the capacity planning team.

    Although the fast reaction may extinguish the fire within 24 hours, high-stakes problem solving completely distracts from the longview planning work that could prevent those situations from occurring in the first place. Most IT shops respond to the tyranny of the urgent, which paralyzes them in the present and future.

    Escaping the Now

    To make real, ROI-positive improvements, IT departments must finally break out of the daily scramble. A company can split the team up to tackle short-term and long-term concerns separately, or they could graduate to a whole new level of service. If you’re smart and choose the latter, TeamQuest’s IT Service Optimization Maturity solutions provide just the fix you need to break out of the cycle.

    Instead of evaluating issues on a daily basis, our model outlines how an IT team can slowly take on a more controlled approach that keeps an eye on the long-term. The system replaces last-minute solutions with automated analytics that align with an organization’s overarching business goals. In turn, mature processes support the analytics to maintain a clip that outpaces arising issues.

    Specifically, analytics refers to transmuting raw data into intelligence and information that is actionable and contextualized. The gathered intelligence directs improved decision making, thereby playing a key role in the optimization effort. TeamQuest employs four types of analytics that cater to a company’s needs, each one more advanced than the last.

    Descriptive analytics makes sense of incoming data to create actions and alerts, intuitively learning the ins and outs of a company’s infrastructure. Leveling up, diagnostic analytics mine data to uncover key patterns and their origin.

    Next, predictive analytics analyze the optimal setup for current and future needs. Finally, prescriptive analytics are so advanced that they can offer the best course of action for hypothetical situations.

    Trust TeamQuest

    In sum, TeamQuest can help your company mature at its own rate, but most importantly, mature at all. In addition to the IT Service Optimization Maturity Model, we use our vast array of tools to guide a company on the path to optimal functionality and capacity management.

    So don’t fall prey to the tyranny of the urgent  TeamQuest can help your IT department learn from the past, conquer the now, and predict the future.