From the root word Med or ‘take appropriate measure’ we derive a long list of other words such as accommodate, meditate, medicate and moderate. Many of these words are related to healing or introducing order into a state of chaos/confusion. It’s clear that taking measure has always been an important part of human life and it’s essential to our managed services at CSP.
When Zeus is called médōn, this traditional epithet relates to the power possessed by the lord of the gods to apply the “measure” in given circumstances, on the occasion of a solemn oath or when help is required. We wish to secure his intervention in the resolution of a specific difficulty, since he has the power implied by the verb médō.
We appreciate SME’s do not have time to understand the intricacies of enterprise level metrics like mean time to acknowledge (MTTA) vs mean time to respond (MTTR), or developing Incident Response plans, but they do want to know their service level agreements (SLAs) will spring into action during higher severity incidents, and keep them protected and operating with minimal downtime. It’s not something they want to rush to organize while the house is on fire. We’ve also heard how organizations want to feel pro-actively supported, mature their compliance/security posture, and continuously improve how people engage with technology and process. All things that require measurement.
Our SLA’s and service level objectives (SLO’s) are integrated with our IT Service Management system which ensures our customers get informed about an incident in a time frame that is proportionate to the severity, along with bespoke reporting. These are tie into a RACI (responsible, accountable, consulted and informed) matrix and form part of the Incident Response plan. These processes enable consultation with the appropriate stakeholders during high-severity incidents, ensuring that decisions about containment actions are made swiftly and effectively, leading to a rapid response without confusion or delay.
We believe our metrics set us apart from the crowd. As a Microsoft Security Solutions Provider (previously known as a Gold Partner), we are deeply immersed in that technology stack which allows us to continuously share cutting-edge knowledge and insights directly from the coalface back into our customers ecosystem.
Being a holistic enablement and security partner means we can support your existing IT team or operate on their behalf to implement fixes, increase technology efficiency, and deliver pro-active support geared toward the Microsoft ecosystem. For example, Mean time to advice (MTTA) and mean time to implement (MTTI) ensure that after a global (or internal) incident occurs, we hold your hand in delivering the right mitigation steps needed to close those gaps and stay ahead.
We know that what worked yesterday is not guaranteed to work tomorrow which means learning and research are crucial to our customer’s success. Testing our processes, technology, pet theories and employees against reality or “taking measure”, reduces the constant possibility of confirmation bias (i.e uncritically seeking confirmation of what we already believe), which avoids leading ourselves or our clients astray. If we don’t measure, we don’t succeed……
Why did the ruler always get promoted?
Because it knew how to measure success!
Sources:
Concept of Measure (harvard.edu)
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