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Differential Diagnosis (DDx) in Operations Management

Walter Chomak: This post is a slight divergence from the typical technical postings. I’d like to discuss OpsMgr and diagnostic practices, specifcally using the ‘Differential Diagnosis (DDx)’ method. Yes. I am a big fan of House, MD. No. This is not where I thought of this. I learned about using DDx in IT some time ago by one of my professors.
You would be surprised, or maybe not, at how many customers request assistance with diagnostics and troubleshooting. I use to think that after OpsMgr was deployed and working correctly my job was done. I could not have been any more incorrect. Some, well most, of my customers were overwhelmed with the type I alerts. (I refer to type I alerts as actionable alerts, a real condition that must be resolved. Examples include low disk, failed SQL job etc.) They did not have a sound method of troubleshooting or diagnosing situations where a solution was not readily apparent. I always took for granted that once they were ‘alerted’ to a problem they could simply assign it to the correct SME and be done with it.(continue at source)

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