Digital company, why is it urgent to free yourself from 24/7 constraints ?

Any digital company needs to monitor its Cloud platform on which its web service our its software in SaaS mode is based, which is critical for its users. Most often, this obliges the company to organize its technical team for non-working hours, around an on-call system, allowing rapid mobilization to face any unexpected event reported by monitoring notifications.

Unfortunately, we have noticed with our clients that this on-call system has quickly upsets the balance of the team in place, starting with production managers who are forced to perform on-call at night and on weekends. They see their personal life gradually impacted. It then becomes essential for CTOs to anticipate and find an alternative.

Ensuring 24/7 monitoring of its Cloud platform requires for its technical team to have a highly restrictive 24/7 on-call system.

One of the solutions is to delegate the overall management of 24/7 incidents to a specialized company, which depending on the solutions offered, can provide up to 4 additional benefits.

1. Préserver la valeur ajoutée des profils techniques

With time and the increasing load of the platform, the notifications sent by the monitoring tool are intensifying and, in addition to accentuate the constraints of on-call at night and on weekends, directly pollute daily missions for technical profiles, sometimes highly qualified. The teamwork cannibalization by demanding tasks and often without added value quickly leads to a loss of motivation within the team, which can lead to departures.

Outsourcing 24/7 incidents management also means preserving the value of its teams on working hours.

2. Strengthen and industrialize production procedures

Production procedures (resolution procedures in case of incidents, disaster recovery plans, etc.) are often the weak point of any IT organization: not easy to interest a technical team in their writing, not easy to maintain all the procedures up to date, not easy not to forget, etc. And that is the problem. Document action is often underestimated even if it has a fundamental role: archiving of actions, reliability of the platform, organization stabilization by making it independent of any person.

Outsourcing 24/7 incident management also means keeping its technical platform documentation up to date and freeing its team from this burden !

3. Guarantee an availability rate to its users

Most of the users are employees who use a multitude of new tools on daily work: business software, collaborative work tools, videoconferencing, communication, document management, backup tools, etc. All this will force any company that publishes online service to contractually guarantee that its platform is 24/7 available because its use is now a need for its users, being the basis of their daily work .

Outsourcing 24/7 incident management also means making a contractual commitment to its users on an availability rate certified by a trusted third-party.

4. Take a step back on your Cloud platform

Often busy with daily tasks, the team underestimates the time to devote to the technical architecture of the platform, an architecture which must be in perfect harmony with the criticality assumptions and the increase increase in user load.

This constant step back, in particularly the technological watch, is all the most essential as the technical architecture must evolve regularly in order to take advantage on the latest technologies present on the market, to optimize its platform and to lower operating costs.

Outsourcing 24/7 incident management also means spending time on the technical architecture of the platform, which is the basis of availability.

Often seen as a loss of internal skills, relying on an expert Cloud partner for demanding production tasks such as 24/7 incident management, and more generally the maintenance of its Cloud platform in operational conditions, can be a real opportunity to relieve its technical teams to make all of its procedures more reliable on a daily basis, to display real guarantees for its users, to pilot an optimized architecture... in order to move more quickly toward a realistic goal, which is to offer its users and customers an availability rate of its web service on SaaS software greater than 99,9%.