itsm deep dive: prioritization, escalation, and alerting
TRANSCRIPT
Pink Elephant and Everbridge | 14 February 2017
ITSM Deep Dive: Prioritization, Escalation, and Alerting
Agenda• Housekeeping
• Introducing our Speakers
• Troy DuMoulin presents ITSM Deep Dive: Classification, Prioritization, Escalation, and Alerting
• Vincent Geffray presents Effective Alerting to Minimize Negative Impact on End Users and the IT Team
• Q&A
Today’sSpeakers
•Troy DuMoulin•VP of Research & Development•Pink Elephant
•Vincent Geffray•Senior Director of Product, IT Alerting•Everbridge
Troy DuMoulin, Pink Elephant
ITSM Deep Dive: Classification, Prioritization, Escalation, and Alerting
Vincent Geffray, Everbridge
Effective Alerting to Minimize Negative Impact on End Users and the IT Team
how it feels
Emaildown…Nowwhat?
NotIf butWhen
Source:2017EverbridgeStateofIncidentManagement
That’smorethanhalfamillionofUSDperhour
Source:2017EverbridgeStateofIncidentManagement
Where Can We Save Time to Reduce The Resolution Time Even Further?
MajorIncidentIdentified
ResponseTeamAssembled
Investigation Remediation Validation1 2 43 5
29% have no formal process in place to manage on-call personnel
24% use spreadsheets, notebooks, and company phone books
11% use a centralized on-call schedule mgt sol.
How do you know who to contact?
MajorIssueIdentified
Investigation Remediation ValidationResponseTeamAssembled
MajorIssueIdentified
Investigation Remediation ValidationResponseTeamAssembled
MajorIssueIdentified
ResponseTeamAssembled
Investigation Remediation Validation
MajorIssueIdentified ResponseTeamAssembled
27 mins $8,662 xaveragetimeittakestoassembletheresponseteam.
averagecost(USD)ofunplanneddowntimeperminute
CostofMeanTimetoAssembletheteam
$233,874 for every major incident
Locate Automate CommunicateAssess
Why an IT Service Alerting Solution?
ThreeThingsYouShouldDoNow
1. Assess:AlertFatigue&“AverageTimeToFindSomeone”
2. IfMTFS>5minutesà Roomforimprovement
3. ReviewYour:On-callschedulemgt,EscalationprocessandNotificationSystem
ITalerting.com
Automated IT Incident Response:Engage Your Response Team in 5 Minutes or Less
automated, multi-modal notifications • rules-based escalation • 1-click conferencing • on-call scheduling • auditing & reporting