In a fast paced, highly competitive space, organisations are constantly evolving. Organisations are scrambling to improve customer service and retention by cost-effectively satisfying the ever-growing expectations of their customers. Customers demand uninterrupted service. Operational support and system availability is assumed.
It is no longer good enough to fix issues when they occur. Engineers are required to know about developing issues before they escalate and resolve before Customers experience any discomfort. The days of Customers monitoring systems and alerting Organizations are over.