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1 Abbas Haider Ali Proactive Alerting & Intelligent Communication October 16, 2014

Abbas Haider Ali Proactive Alerting & Intelligent Communication October 16, 2014

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Page 1: Abbas Haider Ali Proactive Alerting & Intelligent Communication October 16, 2014

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Abbas Haider Ali

Proactive Alerting & Intelligent Communication

October 16, 2014

Page 2: Abbas Haider Ali Proactive Alerting & Intelligent Communication October 16, 2014

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Page 3: Abbas Haider Ali Proactive Alerting & Intelligent Communication October 16, 2014

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Page 4: Abbas Haider Ali Proactive Alerting & Intelligent Communication October 16, 2014

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Top 5 places you’re likely to be when needed

Page 5: Abbas Haider Ali Proactive Alerting & Intelligent Communication October 16, 2014

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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

Page 6: Abbas Haider Ali Proactive Alerting & Intelligent Communication October 16, 2014

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Page 7: Abbas Haider Ali Proactive Alerting & Intelligent Communication October 16, 2014

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With major incidents, all bets are off

Page 8: Abbas Haider Ali Proactive Alerting & Intelligent Communication October 16, 2014

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SaaS

Integrations

Audit trail

Synchronized

Page 9: Abbas Haider Ali Proactive Alerting & Intelligent Communication October 16, 2014

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Transparency & Accountability

E2E automation

Reporting & Analytics

Page 10: Abbas Haider Ali Proactive Alerting & Intelligent Communication October 16, 2014

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Mobility

Eliminate alert fatigue

Delivery channel diversity

Accurate IT consoles

Page 11: Abbas Haider Ali Proactive Alerting & Intelligent Communication October 16, 2014

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Eliminate people runbooks

On-call schedules

Escalations

Dynamic groups

Geotagged groups

Page 12: Abbas Haider Ali Proactive Alerting & Intelligent Communication October 16, 2014

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Collaboration

Reduce over-engagement

Team analytics

Elasticity

Page 13: Abbas Haider Ali Proactive Alerting & Intelligent Communication October 16, 2014

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Communication hub

Process specific messaging &

responses

Fine tune integrated systems with

feedback loops

Page 14: Abbas Haider Ali Proactive Alerting & Intelligent Communication October 16, 2014

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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

Page 16: Abbas Haider Ali Proactive Alerting & Intelligent Communication October 16, 2014

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Q&A

Page 17: Abbas Haider Ali Proactive Alerting & Intelligent Communication October 16, 2014

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Abbas Haider Ali

Proactive Alerting & Intelligent Communication

October 16, 2014