Overall, schools need to seek out “observability tools that can process, analyze and route data — metrics, events, logs and traces — across any IT environment,” Prevost says.
That end-to-end visibility “empowers ITOps, engineering and security teams with shared data, context and workflows to see where a problem originated and its impact,” she says. To get there, “higher ed organizations should seek out observability solutions that make it easy to search and analyze unstructured data, and then turn that data into insights to take action on.”
Ideally, the right observability platform will provide “real-time detection and guided root-cause analysis that tells your teams where to look when investigating a problem, why the problem occurred, its impact on your business and how to fix it,” Prevost says.
With the right tools in place, leadership then can focus on process questions to make best use of those capabilities. Once IT teams have access to unified visibility, “it’s important that they’re empowered to detect and investigate business-impacting issues more quickly,” she says.
To make that pivot effectively, to go from monitoring to true observability, “you need to have that high-level vision and strategy,” Ostrowski says.
“This is not only a technology issue, It’s a people and process change. You’re changing the way you align your resources,” he says. If various components of the IT team have been siloed in the past, “you want to bring them together now, get them all in alignment.”
It makes sense to have non-technical stakeholders at the table as well.
“How long did it take folks to go through the registration process? How many folks were able to pay their tuition?” Ostrowski says. A range of university functions stand to benefit from observability, and the owners of those functions should be part of the process of bringing observability to life. “They are all stakeholders in that overarching strategy,” he says.
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