Reactive operations
Teams respond only after an incident has already affected users.
The current challenge
Technology operations cannot rely on constant firefighting
As platforms grow, reactive support consumes specialized capacity and makes service levels difficult to predict.
Limited capacity
Daily support takes time away from strategic initiatives.
Unclear ownership
It is not always clear who responds, escalates or communicates an issue.
Limited operational insight
A lack of indicators makes trends and improvement opportunities difficult to identify.