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Orchestration Needs Real “Smarts” for Effective Incident Response

Posted by on April 24, 2018

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Editor's note: This guest post was written by Prashant Darisi, Vice President of Product Management and IT Alerting and IoT, at Everbridge.

In today’s increasingly digital and mobile enterprises, whether you like it or not, every company is an IT company. And every IT issue is a business issue. While it is common knowledge that IT incidents carry a huge price tag, reputation costs associated with critical events and downtime are often overlooked. The negative impact on customer experience not only leads to dissatisfaction, but a downstream effect of businesses outsourcing their needs to SaaS vendors willing to sign up for better SLAs.

While the need to align people, process, and tools to align with best practices like ITIL or COBIT are must-haves, organizations must be able to leverage analytics to understand the trends, discover and eliminate outliers, and most importantly, leverage data to improve and optimize both capacity and capability of the teams.

It is of course fashionable to talk about data analytics, artificial intelligence (AI), and machine learning techniques to the world of incident management. But it is important to crawl before we run. Effectiveness of response management is often hard to measure because the trigger for the incident comes from disparate sources. Furthermore, as people change, as time zones of events move, and skills of the resolution teams differ, the optics on how a team or an organization is doing is hard. What is needed is the notion of the closed loop response automation that can start with the trigger for the incident to measuring the response of individuals, groups, and teams that lead back to the resolution process, including execution of run-book automation procedures.

The obvious choice that every vendor will lead you to believe is to throw money at this problem. The plethora of the "out-of-the-box" tools to solve every dimension of the IT issue is giving customers a migraine. What is needed is to leverage the current investments in various tools, but invest in world-class platforms that can provide mature communication modalities that cover multi-nation and multi-regional teams, enable rapid collaboration with existing tools and enable seamless business process orchestration. The platform can start small in an agile fashion, demonstrate rapid return of investment, and also ensure organic growth to accommodate scale, size, and volume as the needs grow. 

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