Operations | Monitoring | ITSM | DevOps | Cloud

September 2018

Massachusetts Natural Gas Explosions - A Lesson in The Importance of Alert Automation

The pressure in the natural gas pipelines under three Massachusetts communities spiked to 12 times their normal level last week, just before the explosions and fires that destroyed dozens of homes and killed an 18-year-old man. Columbia Gas went under fire for their mismanagement of the incident. The NTSB says a Columbia Gas control room in Columbus, Ohio, registered pressures of 6 pounds per square inch last Thursday in pipelines that are intended to carry just 0.5 PSI.

An MSP's Guide to Happy Customers

An MSP’s ability to do effective work depends on their technical expertise. However, their ability to ensure customer satisfaction is what really grows their business. This is because high levels of customer satisfaction retain current clients and win over future ones. Given this reality, MSPs need to be strategic about how they approach their work as every interaction is an opportunity to improve customer satisfaction.

The downside to using email to manage your on call team

There are a number of reasons why email is predominately used to manage an incident. Everyone usually has access to email and the email technology has already been “paid for”. Therefore it’s easy to think of email as being a cheap resource that’s easy for MSPs to use. But easy isn’t always best…or even appropriate.