From Ticket-Time to Real-Time: Changing the Status Quo of Operations Work

In the wake of 2020's challenges, digital businesses have been forced to rapidly evolve, highlighting the need for real-time operations to address the increasing complexity and demands of modern IT environments. Traditional ticket-time operations, characterized by reactive and siloed processes, are proving unsustainable and inefficient, leading to frustration among engineers and business owners alike. Real-time operations, enabled by monitoring, observability, AIOps, service ownership, and self-service operations, offer a solution by allowing instant decision-making and action, distributing control within organizations, and reducing the number of handoffs. These practices enhance incident response, streamline operations, and ultimately improve business agility and velocity by empowering teams to work independently and efficiently, ensuring that systems remain reliable and responsive in a fast-paced digital landscape.