Forensic Analysis and Problem Management
Saturday, September 19, 2009 at 10:55AM This week a forensic report explaining the cause of the well-publicized incident that took down many web sites hosted at Fisher Plaza in Seattle this summer was released. I applaud the transparency into this incident so that all (especially tenants) can understand why this happened and what can be done to avoid this from occcurring again.
I also like the use of the word forensic here. In The Opposite of Luck, we dedicate an entire chapter to the use of forensic techniques to solve IT Service problems. We think Problem Management is like solving crimes. Before you can solve the case you must do the following:
- Preserve the crime scene
- Search for evidence
- Analyze the evidence
- Formulate hypotheses
- Reconstruct the series of events
- Reenact the most likely scenario
It's unfortunate that it often takes events of the magnitude of the Fisher Plaza fire for organizations to take problem management this seriously. Every incident doesn't necessarily justify a 12-page report, but applying forensics and crime scene processing methods to problem management can do wonders for the quality of your services.
Reader Comments (3)
I agree with you specially at one point: is really admirable the transparency of Fisher Plaza publishing this report.
The steps to perform forensic analysis looks really helpful as a guide for RCA when facing it as a crime-scene investigation --and it will probably make Problem Management look more appealing to technicians involved.
freelance writer
In The Opposite of Luck, we dedicate an entire chapter to the use of forensic techniques to solve IT Service problems.
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