Increasingly Complex IT Threats and more Demanding Customers Require a New Generation, Automated, End-to-End Incident Response
Today’s digital businesses face ever more complex threats. These range from IT services failures, application latency and outages to performance and security issues, none of which your customers will tolerate. They expect services and applications to be available 24/ 7, wherever they are, and from any device.
With these digital offerings increasingly at the core of your business, ensuring good quality service must be your top priority. Therefore solving IT issues as quickly as possible is essential. That requires Intelligent Communications. Intelligent Communications goes beyond the targeted alerts which, while necessary, just alert stakeholders when things go wrong with IT. Today’s new challenges require new generation IT response solutions that leverage automation in order to efficiently guide those stakeholders through the entire end-to-end incident resolution process, from detection through full restoration. This includes the communications, collaboration and orchestration required to solve the IT issue and mitigate its impact on IT teams and on business users.
Giving these stakeholders the right information, and automating the required human and digital responses, requires a flexible self-service integration platform that easily shares the needed data and mixes and matches the required tools. Such an open integration platform must also seamlessly interoperate with associated functions ranging from patch management to security and trouble ticketing.
Five Critical Ingredients for a New Generation IT Response Automation
Here are the five key capabilities you should be looking for in an end-to-end incident response automation solution:
- Assess the IT issue with an integration platform…
that is open and flexible enough to easily ingest events from any of your current and future IT tools such as IT monitoring, application performance monitoring (APM), network performance monitoring (NPM), security information and event management (SIEM), event correlation, ticketing systems, DevOps, security, configuration management databases and patch management, release and change management. The solution should be open, provide self-service access to data by users, and receive alerts and critical event feeds from any point solution. It should process and analyze the inbound data, assess the criticality of events and trigger appropriate rules-based responses with no development required on the end-point solution. All this gives the customer flexibility in choosing and deploying tools without relying on vendors to deliver integrations or extensions.
- Locate the right responders…
automatically and engage with them via global multi-modal targeted notifications. If there is no response, automatic escalation should kick in and engage the next person in line based on the best matching profile. Meanwhile, key stakeholders and affected business users should be notified about the IT issue and updates about its resolution.
- Act to solve the IT issue…
by giving everyone on the response team one-click sign in to collaboration tools such as virtual war rooms, conference bridges and ChatOps channels. In case of a known issue where a runbook exists with predefined steps to provision or repair critical systems– its execution should be triggered directly from the notification itself. The IT task automation process should also embed human decision points within workflows. Using bi-directional communication, you should be able to remotely control the advancement or execution of any step within a process, such as re-starting a server or backing up a database. You should also be able to trigger such remote initiation via SMS, IM, email, or phone.
- Analyze the issue.
After the incident, the solution should store audit trail and key compliance data needed by auditors, including full conference bridge recording and a copy of the ChatOps communication during the incident. It should also provide detailed information on the IT teams’ response performance so it can be improved over time.
- Be “always on.”
The underlying communication platform should be rock solid and available at all times. Quiz your provider closely about the platform’s reliability, scalability, security and compliance. (Learn the critical capabilities an operational response platform must have .)
New Generation Incident Response, Available Now
Do such new generation IT response automation solutions already exist?
Yes. The Everbridge incident response automation solution, IT Alerting, delivers all five capabilities to help IT organizations automate their communications, collaboration and orchestration processes for faster incident resolution and more reliable and efficient service delivery.
It is hosted on the industry-leading Everbridge critical event management platform which provides a best in class uptime SLA, has sent over two billion messages in the past 12 months, and maintains the highest levels of security and compliance including SOC2, SOC3, FISMA, GDPR, NIST and FEDRAMP. This platform gives you the ability to reach more than 200 countries and territories with secure delivery to over 100 different communication devices.
All of this helps you to meet customer demands for faster time to market and higher service quality more efficiently and effectively than ever before.
Such benefits are why Everbridge’s IT Alerting solution was named the silver winner for Innovation of the Year in Pink Elephant’s 2017 IT Excellence Awards, in which the global training and consulting provider honors individual and corporate commitment to IT excellence and ITSM best practices.
For more information on Everbridge Incident Response Automation solution, visit www.italerting.com.