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

Proactive Alerting & Intelligent Communication

Embed Size (px)

DESCRIPTION

Proactive Alerting & Intelligent Communication. Abbas Haider Ali. October 16, 2014. Top 5 places you’re likely to be when needed. Operations Verify impact Quick fix Avoid “red” consoles Create ticket Initiate Major Incident Know who to call. Incident Management Accept tickets - PowerPoint PPT Presentation

Citation preview

Page 1: Proactive Alerting & Intelligent Communication

1

Abbas Haider Ali

Proactive Alerting & Intelligent Communication

October 16, 2014

Page 2: Proactive Alerting & Intelligent Communication

2

Page 3: Proactive Alerting & Intelligent Communication

3

Page 4: Proactive Alerting & Intelligent Communication

4

Top 5 places you’re likely to be when needed

Page 5: Proactive Alerting & Intelligent Communication

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

Page 6: Proactive Alerting & Intelligent Communication

6

Page 7: Proactive Alerting & Intelligent Communication

7

With major incidents, all bets are off

Page 8: Proactive Alerting & Intelligent Communication

8

SaaS

Integrations

Audit trail

Synchronized

Page 9: Proactive Alerting & Intelligent Communication

9

Transparency & Accountability

E2E automation

Reporting & Analytics

Page 10: Proactive Alerting & Intelligent Communication

10

Mobility

Eliminate alert fatigue

Delivery channel diversity

Accurate IT consoles

Page 11: Proactive Alerting & Intelligent Communication

11

Eliminate people runbooks

On-call schedules

Escalations

Dynamic groups

Geotagged groups

Page 12: Proactive Alerting & Intelligent Communication

12

Collaboration

Reduce over-engagement

Team analytics

Elasticity

Page 13: Proactive Alerting & Intelligent Communication

13

Communication hub

Process specific messaging &

responses

Fine tune integrated systems with

feedback loops

Page 14: Proactive Alerting & Intelligent Communication

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

Page 15: Proactive Alerting & Intelligent Communication

15

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

OR

Page 16: Proactive Alerting & Intelligent Communication

16

Q&A

Page 17: Proactive Alerting & Intelligent Communication

17

Abbas Haider Ali

Proactive Alerting & Intelligent Communication

October 16, 2014