Category Archives: DevOps

The Architecture of Intelligent Resolution: How MTTRx Combines JSM, SARJ, and JMWE

The Architecture of Intelligent Resolution: How MTTRx Combines JSM, SARJ, and JMWE

By Denis Boisvert, Solutions Architect, Engineering Reducing MTTR is no longer just about tracking metrics—it’s about creating an intelligent, automated, end-to-end incident management system. Introduction:The Challenge with Traditional MTTR Picture this:A critical incident is logged. The ticket bounces from Team A to Team B to Team C. Each team works a little, then reassigns, keeping […]

Why Are You Ignoring MTTR?

why are you ignoring MTTR

By Denis Boisvert, Solutions Architect, Engineering Why are you ignoring MTTR? Picture this: A critical incident hits. Team A takes the ticket, investigates for 30 minutes, and escalates. Team B spends another hour before passing it to Team C. Each team “resolves” or reassigns fast enough to protect their own metrics. On paper, everyone looks […]

Why is ESM important?

Why ESM is Important

One company, one mode of communication. Here’s how Enterprise Service Management unifies org-wide best practices into a common framework Enterprise Service Management (ESM) is an extension of IT Service Management (ITSM) tools, processes and/or best practices to non-IT departments, such as HR or facilities and other functional areas of the enterprise to better serve the needs […]