We put together a team to perform our “Health Check for Digital Transactional Platforms” and hit the ground running the next morning.
Findings: Health Check
It quickly became evident that the agency partner had limited experience in professional service operations, and that our customer overlooked “technical debt reduction needs” brought forward by the agency partner. This led to the situation that only a very basic monitoring was existing but no alerting and SLA was agreed.
The infrastructure contained several Single Points of Failure and the applications had hard dependencies on surrounding systems (pricing). Furthermore, deployment processes and configuration management was immature and not well managed, therefore error prone. Service Management / Incident reports hardly existed and no one was able to report on KPIs and platform quality.
Downtimes could be first reduced to <5min and then prevented completely.