AUDIENCE:
Our audience could range from a Network Architect all the way down to a Helpdesk employee. From interviews, feedback, and competitive analysis, we determined these were our key audience members:
Helpdesk:
“Typically trained monkeys looking for red lights.”
Low level / Unskilled
Limited technical knowledge
Follows a script
Seeking solutions to simple problems or an easy way to escalate difficult ones
Focus on speed and proper channeling of issues rather than making fixes
Network Engineer:
“I’m a network analyst, I should need a PhD to figure things out.”
Quick access to issue severity and scale.
Wants to know if he can solve it or if it requires an expert
Mostly trusts raw data
Summary helps him quickly, detailed data give him evidence
Real-time data is important but often looks for smoking gun
Network Architect:
“The buck stops here.”
Focus on large scale issues and fixes
Long term analyst with focus on effects by way of changes
Focus on performance of network
Problems often mis-routed to them
Responsible for business impacts
Spends a lot of time proving problems are not the network