For when things go wrong with IT, companies have all invested a lot in:
- Early detection tools: APM, NPM, AANPM
- IT Monitoring tools and managers of managers
- ITSM and ticketing systems (ServiceNow, BMC Remedy, Cherwell…)
The next goal for organizations was to integrate all these solutions together, so that, as soon as a critical is detected, the IT monitoring picks it up. If a threshold is met than a ticket is created in the ITSM system.
At this point Service desk would review the information, escalate as necessary or assess the impact and the urgency (by ITIL standard). In worst situations, a Sev1, a P1 or a major incident is declared.
Great, we’ve got a major incident! All the information we’ve got has been entered in the system, and everything looks right from a support perspective.
But Now What?
Hundreds if not thousands of end-users, employees, customers, partners are just unable to do their job or to interact with your company.
- An airline reservation system down? You just hope you’re not traveling that day
- Your hospital EMR system down?
- Willing to pay your bill online and the website “is experiencing technical difficulties”
- Just at work, and the system is down
The Ticketing systems manage ticket… but don’t close them!
Whether we like it or not, self-healing IT systems is not a reality just yet and “Real People” need to be contacted to fix these issues, preferably in a timely manner to minimize the impact on the business users.
But that’s where your ticketing system falls short. It was not designed to manage the actual resolution of the incident.
And this is where companies are not equal. Only 40% of them have invested in some kind of Incident Response Management solution.
Everbridge IT Alerting’s incident response fully integrated with your ITSM solution will:
- Automatically assess the IT event’s severity
- Activate the appropriate response plan
- Automatically identify and contact the on-call response team
- Communicate that the response team has been activated
- Send synchronous, multimodal, contextual,
- targeted notifications
- Send geographically specific communications, using
- local caller IDs
- Escalate communication if response team members
- don’t respond
- Provide tools for quick and seamless collaboration
- (such as one-click conference calls and ChatOps)
- Help confirm and coordinate who will work on what,
- based on available personnel and skills
- Automate workflows that remediate known issues
- Ensure a more predictable, consistent response
- process across the organization
- Streamline communication with non-IT staff
- and key stakeholders
- Proactively notify potentially affected business users
- Improve information capture for post incident debriefing,
- compliance audits, and future event responses