The Infomedia IT team is not only responsible for internal IT but also the hosting infrastructure for more than ten software and services offerings. Over the past five years, the business has transitioned from a traditional software provider (that shipped product disks to customers) to a cloud provider, which offers SaaS-based web applications.
Infomedia has a service-oriented architecture (SOA) where different teams autonomously make services that need to communicate with each other. They were seeing random outages and were having a hard time troubleshooting the applications. When they needed to troubleshoot a problem, developers did not have access to production and would have to ask IT for logs. They were trying to reproduce problems in the lab but this was proving unsuccessful in narrowing down the problem.
“Troubleshooting was a challenge, we spent longer than what we would have liked to resolve issues,” Jason Umiker, Global IT Manager for Infomedia, explains.
"One of the biggest issues was our IT and development teams were in multiple locations. We needed an online tool that both teams could access that would provide visibility into the whole transaction.”