Operations | Monitoring | ITSM | DevOps | Cloud

There are a common set of key performance indicators for incident management, such as MTTR and MTTA. What do these metrics mean, and why are they important?

According to Norton’s Cyber Safety Pulse Report, India faced over 18 million cyber threats in only Q1 2022, roughly 200,000 threats every day. Of the bulk, 60,000 were phishing attempts, and 30,000 were tech support scams. For perspective, phishing attempts around the world during the same period counted for approximately 16 million. CERT-In also reported over 2.12 lakh (~0.1 million) cybersecurity incidents until February 2022.

The managed services provider (MSP) industry is at a pivotal moment in its history. With data management, security, and privacy regulations getting strengthened and added to the books all over the world, and with awareness of the risks associated with those issues on the rise, MSPs must take their role in compliance seriously. Any failure to do so will put individual MSPs at a competitive disadvantage, and incidents involving MSPs will be a stain on the industry’s reputation.

Digital-first businesses are striving for service assurance, which has become the lifeblood for their businesses processes. But they are increasingly getting complex across legacy and cloud-native applications, multi-cloud distributed services, with the rise of edge and when leveraged with Kubernetes and microservices architectures. Service assurance needs full-stack observability; however, customers need an approach to tame the data deluge while enabling actionable insights.