ITSM Deep Dive: Prioritization, Escalation, and Alerting
Slides from our webinar "ITSM Deep Dive: Prioritization, Escalation, and Alerting" with Troy DuMoulin, VP of Research and Development at Pink Elephant. Watch the webinar on-demand: http://bit.ly/itsm-deep-dive _______________________________ Imagine an IT department where there is no agreement on how much impact a given incident has on the business customer. In this organization one person believes an incident to represent a minor impact while another believes the sky is falling. If this sounds familiar then consider that an organization that does not have a solid agreement around a model for establishing ticket priority has no hope of supporting published service level agreements. We live in an age of relativism where a high value is placed on the concept of independent thought and self-direction. However, when it comes to coordinated support activities it is critical that organizations have agreement on shared truth related to the impact and urgency of a service outage or the sequencing of changes based on value and risk. Without this basic but critical policy, process and cross-functional collaboration is next to impossible. In this deep dive on prioritization, escalation, and alerting, Troy DuMoulin, VP of Research and Development at Pink Elephant explores how to establish a business driven, multi-factor priority model shared by multiple ITSM processes and how this model drives automation related to escalation and alerting practices.
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ITSM Deep Dive: Prioritization, Escalation, and Alerting
- 1. Pink Elephant and Everbridge | 14 February 2017 ITSM Deep Dive: Prioritization, Escalation, and Alerting
- 2. 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
- 3. Today’s Speakers •Troy DuMoulin • VP of Research & Development • Pink Elephant •Vincent Geffray • Senior Director of Product, IT Alerting • Everbridge
- 4. Troy DuMoulin, Pink Elephant ITSM Deep Dive: Classification, Prioritization, Escalation, and Alerting
- 23. Vincent Geffray, Everbridge Effective Alerting to Minimize Negative Impact on End Users and the IT Team
- 26. That’s more than half a million of USD per hour Source: 2017 Everbridge State of Incident Management
- 27. Where Can We Save Time to Reduce The Resolution Time Even Further? Major Incident Identified Response Team Assembled Investigation Remediation Validation1 2 43 5
- 28. 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? Major Issue Identified Investigation Remediation ValidationResponse Team Assembled
- 31. Major Issue Identified Response Team Assembled 27 mins $8,662x average time it takes to assemble the response team. average cost (USD) of unplanned downtime per minute Cost of Mean Time to Assemble the team $233,874 for every major incident
- 32. Locate Automate CommunicateAssess Why an IT Service Alerting Solution?
- 33. Three Things You Should Do Now 1. Assess: Alert Fatigue & “Average Time To Find Someone” 2. If MTFS > 5 minutes à Room for improvement 3. Review Your: On-call schedule mgt, Escalation process and Notification System
- 35. 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