Where is the progress of the problem? 
What kinds of problems occur most often?
How are they being handled?

With full monitoring, you know where the problem is when it occurs, but you still don't know if someone is working on it after it occurs. Where is the progress? How is it being handled? You need a secretary role to help you track the status regularly.

SOOP-CLM    Dynatrace    Datiphy    Grafana