How SRE Could Help IT Prevent Recurring Problems

Site Reliability Engineering (SRE) could help workplace IT teams identify recurring problems, reduce repetitive work and check whether fixes last, according to TechRadar. The approach applies software engineering principles to operational reliability, including measurable Service Level Objectives (SLOs) and error budgets.

The article describes examples from organizations that used endpoint data to spot issues and guide action. At a Fortune 100 insurance organization, about 25% of call-center downtime was not visible to IT. The company reduced ticket volume by 35% in a year and avoided more than 45,000 tickets with one self-service automation.

A large hospital network found that recurring issues involving file synchronization, security services, CPU utilization, network services and collaboration tools drove service desk activity. Using endpoint data to address those causes reduced annual ticket volume by roughly 50,000 incidents, with estimated savings of about $1.6 million.

Investment firm PIMCO used endpoint evidence and change correlation to cut root-cause investigations that had taken days to minutes, the article says. The author argues that teams should verify whether an intervention resolved the problem and whether the improvement persisted, rather than treating a completed script or update as proof of success. Subsequent telemetry can help assess results against reliability targets, including when AI initiates diagnosis or remediation.

The article is written by Oli Giordimaina, identified as Chief Product Officer and AI Officer at Lakeside Software. Its examples are presented as reported cases; no independent verification is provided in the source.