Proactive monitoring: stop discovering problems from customers

Too many alerts can also create blindness

Proactive monitoring does not mean receiving more alerts. It means receiving the right alert, with enough context and time to act. When everything beeps, nothing guides priority.

The customer should not be the first sensor of the operation. If they report that the system is down, the company has already lost the chance to contain, communicate, or reduce impact.

Signals need to become action

BigPanda's 2025 observability report points to a noise problem: only 18% of analyzed incidents were actionable. That helps explain why many companies have tooling and still discover failures late.

Useful observability connects metrics, logs, traces, deployment events, infrastructure changes, and business impact. The alert should say what changed, who is affected, and which runbook to follow.

Proactivity starts with critical services

Do not monitor everything with the same depth. Start with services that affect revenue, support, security, or physical operations when they fail. For each one, define technical symptom, business symptom, and owner.

Then create communication triggers. Sometimes the problem is not solved yet, but early notice reduces anxiety and protects trust.

The maturity indicator

Measure the percentage of incidents detected internally before customers, time to diagnosis, and number of alerts without action. These three indicators show whether monitoring helps or only produces noise.

Where Diglion comes in

Diglion helps design observability and managed services around action. The goal is moving from polished dashboards to faster operational response.

Sources consulted

• BigPanda, 2025 Observability Report, retrieved 2026-07-22.
• Dynatrace, State of Observability 2025, retrieved 2026-07-22.