Chapter 14. Triage with Single Metrics
A single tree doesn't make a forest.
—Chris Bradford
The ability to triage is what almost everyone believes will be introduced or enhanced when they undertake an APM initiative. If you dig for a bit more detail, you will also find that IT folks tend to treat triage and root-cause analysis as the same thing. They are not. While they both depend on processes to augment the various tools employed, triage is what you do to eliminate suspects during an incident, and root-cause analysis is what you do to understand how the incident occurred—after triage has confirmed your suspect. In reality, there are four levels of triage capability that an organization will achieve as APM becomes established. You need to understand ...
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