Shift from Reactive to Proactive for a Positive User Experience Similar to many government agencies around the world, this organization manages seasonal demand when the performance and avail- ability of its systems are put to the test. With a complex infrastructure there was a lack of integration across tools with only a fraction of the environment being monitored. The or- ganization is supported by Intact T echnology. Intact’s CTO Derek Truesdell comments: “Unfortunately, a lack of observability allowed a high-profile outage to occur which impacted citizens. The internal analysis which followed showed the need for improved configuration and change management, as well as more comprehensive monitoring.” The organization’s IT Operations Command Center (ITOCC) already leveraged

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