What Is Reliability Engineering
Reliability Engineering is a workflow-driven application in SysTrack that helps you identify, investigate, and resolve issues affecting end-user systems.
IMPORTANT: The EUC Engineer workflow in Reliability Engineering is available without an agent upgrade. Support for the Experience Index and the DEX Specialist workflow is being rolled out gradually for customers who have upgraded 50% or more of their endpoints to SysTrack agent version 11.8 or later. If these features are not available after the upgrade, contact your Lakeside representative.
Watch a quick overview or read the detailed information below:
Key Concepts
Experience Index
The Experience Index measures the percentage of time users are not impacted by issues.
It is based on a curated set of sensors that reflect real user experience.
Impact is grouped into categories.
It helps DEX specialists identify which areas have the greatest effect on user experience.
For details, see Experience Index.
Sensors
Sensors represent symptoms of issues affecting systems in your environment.
They detect conditions such as resource constraints, application issues, or configuration problems.
They show how many systems are affected and how the issue is trending.
They are the starting point for investigation for DEX Specialists and EUC Engineers.
Impacting Sensors in Reliability Engineering are prioritized based on severity, affected systems, and trend, ensuring the most important issues are surfaced first.
Problems
Problems are used to track investigation and remediation work for a sensor.
A problem is created from a sensor when you decide the issue requires formal investigation or action.
It uses a fixed set of affected systems as a baseline.
It stores notes, actions, and communication.
All work related to resolving an issue in Reliability Engineering happens within a problem, making it easier to track progress and collaborate.
User Personas
Reliability Engineering supports two primary roles. Each role starts from a different view of the environment, but both follow the same workflow after selecting a sensor to investigate.
DEX Specialist
DEX Specialists focus on improving overall user experience.
Use the Experience Index to identify the categories that have the greatest effect on user experience
Use impacting sensors in those categories to identify issues for investigation
EUC Engineer
EUC Engineers investigate system-level issues across the environment.
Use signals such as notifications, anomalies, and sensors to identify issues that need attention
Prioritize issues based on severity, affected systems, and trend
Configure Reliability Engineering
You must have SysTrack administrator permissions to enable and configure Reliability Engineering for users.
Enable SysTrack Reliability Engineering (SRE) Features. Different persona templates can be assigned to different groups so users see the correct starting view based on their assigned role.
If necessary, adjust sensors for the Experience Index. For details, see Experience Index.