Faster problem diagnosis and resolution
Resolving a customer’s problem often means escalating it across the moat that insulates the technical experts
from the business. Not knowing what caused the problem and who needs to fix it means the escalation process
runs on conjecture rather than fact.
The tools available for manually diagnosing problems are the drawbridge controls on the far side of the moat.
They’re powerful data viewers, but they’re too difficult for anyone but technical experts to use. That means
they provide value only on problems severe enough to warrant the experts’ attention, and only late in the
escalation process.
Glassbox is the troubleshooting tool for the rest of the company, which enables people upstream to diagnose
problems early, route them appropriately and communicate them accurately. Problems pass through fewer hands,
handoffs are based on fact rather than finger-pointing, and fixes are delivered faster.
Actionable application monitoring
Monitoring the application layer is hard to do well. Because app instrumentation and monitoring are generally
done by separate teams on different schedules, the instrumentation—if it exists at all—often doesn’t match what
the business really ought to be monitoring. At best companies need to work hard to keep a tight loop between
instrumenters and pager-wearers. More typically, operations ends up ignoring alerts lacking an obvious business
impact, rebooting more often, and talking about a monitoring overhaul someday.
You can learn more about the Glassbox view of Automated Problem Diagnosis and our approach to the market in the
Glassbox Whitepaper.
Augments your existing monitors
Existing monitoring solutions work well for some things, Glassbox fills in the gaps and augments instead of
re-inventing the wheel.
Glassbox can work with your existing frameworks to deliver alerts with complete information: a specific
technical fault in the context of its high level impact on your SLA.
To find out more about how Glassbox can work hand in hand with your existing monitoring infrastructure, please call us at
(415) 284-9117.
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