abbas haider ali proactive alerting & intelligent communication october 16, 2014
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Abbas Haider Ali
Proactive Alerting & Intelligent Communication
October 16, 2014
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Top 5 places you’re likely to be when needed
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Sample wishlist for an IT alerting platform
Incident ManagementAccept ticketsReject ticketsUpdate ticketsClose ticketsChase ticketsEscalate / Hand off ticketsFYI execsFYI / feedback usersFYI stakeholders
Change ManagementApprovalsSchedulingAlert impacted partiesSuccessful completionRollbacks / FailuresEmergency changes
OperationsVerify impactQuick fixAvoid “red” consolesCreate ticketInitiate Major IncidentKnow who to call
Major Incident MgmtInitiate conference callsPull people onto bridgesAdd people to bridgesUpdate respondersUpdate service ownersUpdate execsUpdate LOB stakeholdersUpdate users
AutomationDetail on failuresWhat else is impactedRun diagnostic stepsAttempt to resolve
People RequirementsDon’t forget about meDon’t disturb meDon’t spam meReduce volumeReduce noiseCall me if it’s urgentText me if it’s important
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With major incidents, all bets are off
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SaaS
Integrations
Audit trail
Synchronized
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Transparency & Accountability
E2E automation
Reporting & Analytics
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Mobility
Eliminate alert fatigue
Delivery channel diversity
Accurate IT consoles
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Eliminate people runbooks
On-call schedules
Escalations
Dynamic groups
Geotagged groups
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Collaboration
Reduce over-engagement
Team analytics
Elasticity
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Communication hub
Process specific messaging &
responses
Fine tune integrated systems with
feedback loops
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7 key things to make it work
1. Integrations – end to end
2. Reduce noise, improve
targeting
3. Collaboration
4. Tailor inputs, messages,
and responses by process
& audience
5. Mobile
6. Security & compliance
7. Reporting & Analytics
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A lot of you are thinking it, so let’s get it out in the open…
OR
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Q&A
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Abbas Haider Ali
Proactive Alerting & Intelligent Communication
October 16, 2014