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This leading enterprise in the retail market did not have a dedicated monitoring team, therefore their MTTRs took days to resolve.
The client had Dynatrace, therefore, they could see the errors or flaws in the middleware, but they were not able to identify why they were failing. The middleware acted as a bridge or intermediary in the communication of different systems, applications, and devices.
Also, the productive operation did not have the capacity to address that level of detail. This caused both the volume and functional tests to stop during the incident period, therefore the releases to production were delayed.
The client needed dedicated personnel to monitor and attend Dynatrace in the components that would help find the flaws and allow advancements in functional tests, and not become an obstacle for production releases.
Because of this, Getecsa entered the project with the intention of identifying the root cause of the problem to solve it in the least amount of time.
We implemented Dynatrace with the right licensing that was missing before. With this in mind, we applied permanent monitoring in the broker servers and later applied proactive attention to incidents. We also integrated critical alerts in the archival systems with Jira, and additional alerts that were integrated in Google Chat to notify teams.
Thanks to Getecsa’s solution, we achieved a 92% time reduction of problem resolution in Dynatrace. Therefore, the production team was able to focus their energy in continuing their tests, while the dedicated personnel for observability found the faults to address.
This situation went from being the client’s main issue to becoming just another simple task. Now, they look for Getecsa to solve their issues in a timely manner, even to document their operative fluxes.
Observability can identify the degradation of components before it affects services or the client. We recommend having a tool that gives you this information in real time, such as Dynatrace, Datadog, among others. As well as the help of experienced personnel in the implementation and operation. This will make affectations diminish, resulting in an excellent user experience.
In Getecsa we have experience in consultancy and implementation of observability services. Check our service page to learn more or to ask for a proof of concept.
Observability allows to identify the degradation of components before it affects the final user. This enables a proactive resolution based on the user's context, eliminating information silos and transforming the technological health into uninterrupted business continuity.
The Mean Time to Repair is a performance indicator that measures the average time that takes for a system to repair after a failure. It spans from the problem detection, to the complete reparation of the system.
Dynatrace, Datadog, Splunk, and New Relic are the leading tools of observability in the current market.
Getecsa is a supplier of observability services in Mexico and Latin America. We offer consultancy services and implementation of Dynatrace and other tools, adapting to each and every one of our clients’ necessities. With more than 20 years in the market, we have experience working with different leading enterprises as their IT service suppliers.
