Proactive Alerting & Intelligent Communication

1

Abbas Haider Ali

Proactive Alerting & Intelligent Communication

October 16, 2014

2

3

4

Top 5 places you’re likely to be when needed

5

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

6

7

With major incidents, all bets are off

8

SaaS

Integrations

Audit trail

Synchronized

9

Transparency & Accountability

E2E automation

Reporting & Analytics

10

Mobility

Eliminate alert fatigue

Delivery channel diversity

Accurate IT consoles

11

Eliminate people runbooks

On-call schedules

Escalations

Dynamic groups

Geotagged groups

12

Collaboration

Reduce over-engagement

Team analytics

Elasticity

13

Communication hub

Process specific messaging &

responses

Fine tune integrated systems with

feedback loops

14

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

15

A lot of you are thinking it, so let’s get it out in the open…

OR

16

Q&A

17

Abbas Haider Ali

Proactive Alerting & Intelligent Communication

October 16, 2014