ITIL Service Management: Integrating Normal Incident, Major Incident & Service Continuity Management
The nature of complex & dynamic systems makes it challenging to predict how any action will positively or negatively impact service availability and performance. However, one certainty that you can take to the bank is that eventually these systems will fail and require rapid recovery. Another certainty is that due to the dynamic nature of these same systems the impact and criticality of service failure can change quickly, dramatically and unexpectedly requiring very different support models. The ITIL Service Management process framework identifies three separate but highly dependent processes to deal with this challenge. However in most organizations these support practices are implemented as silos with little to no integration. In this informative session Troy DuMoulin, VP of Research and Development at Pink Elephant will provide an overview of the three separate processes. He will outline how they are related and how each one is triggered to support the rapid escalation or de-escalation of your service recovery processes to ensure the best possible Mean Time To Repair balanced with cost and risk. Watch the webinar on-demand: http://go.italerting.com/itil-service-management-pink-elephant
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ITIL Service Management: Integrating Normal Incident, Major Incident & Service Continuity Management
- 1. ITIL Service Management: Integrating Normal Incident, Major Incident, & Service Continuity Management Troy DuMoulin, Pink Elephant | 14 December 2016
- 2. Agenda •Troy DuMoulin •VP, Research & Development •Pink Elephant •Vincent Geffray •Senior Director Product, IT Alerting •Everbridge
- 20. Vincent Geffray, everbridge | December 14th, 2016 MIM, BCP, DRP… How Do Communications Fit In?
- 21. MI, Disasters, Crisis, Continuity… What do: • Major Incidents, • Disasters, • Crisis, • Continuity, have in common? •Potential High Business Impact •Time-sensitive events
- 22. Response teams need to act quickly, in a coordinated manner and can’t make mistakes.
- 23. • Send a blast email hoping someone will jump in • Set up a conference call • Invite staff to a Chat Ops • Escalate via a tool • Call stakeholders or management • Wait… What if some key contributors are • Away from their desks • Out to lunch • In a meeting • On the phone • On vacation • Sleeping • … Typical Crisis Communication Actions How Do You Know?
- 24. Best Practice #1: Have A Plan • Know when you are facinga Major Incident (urgency, impact) • Identify the Critical Services (DRP, DCP) • IT Response team for type of incident? • Agreed recovery timescales? Now What? Use: • Cross team On-call Schedule management • Rules engine to identify the right IT responders
- 25. Best Practice #2: Quickly Engage Your ResponseTeams • Emails don’t wake anybody up at 2 AM • Going through spreadsheet and call trees takes ages • Know who responds • Makesure ALL required staff will be contacted Use: • Sequential Multi-modal targeted notification • SMS, Voice, Mobile app push notifications… • 2-way notification systems • Globally local solutions
- 26. Best Practice #3: Error-proof,Clear and Crisp Messages • Don’t write messages in the midst of the crisis • Remember: Automation does not know how to panic • Send different messages to different audiences (Resolvers, stakeholders, impacted users) Use: • Error-proof communication systems • Operator forms with pre-defined Message templates • Systems with ability to send message updates • Systems with ability to differentiate messages for different audiences
- 27. Best Practice #4: Provide Ready-to-use Collaboration Tools • Conference bridges (technical, business) • No time to send dial-ininfo and access codes Use: • 1-click access to conference bridges • Group chat, ChatOps tools • Message templates
- 28. Best Practice #5: Continuousimprovement • Post-mortem after each major incident • MTTR, MTBF, MTTE • Accountability,SLAs Use: • Solutions including reporting, auditing (who joined, at what time, who left…) • Message templates
- 29. Why Do IT Organizations Use IT Alerting ? • Resolve IT incidents faster • Save hundredsof thousands of USD per incident • Engage IT response team in 5 min or less • Reduce inbound call volumes by 70% • Reduce alert fatigue • Increase team efficiencyand performance
- 30. Locate Automate CommunicateAssess The Everbridge Approach
- 31. Why Everbridge? • Recognizedasan industryleader • Best of breed solutionwithall-inclusive withall featuresavailable • No coding required • Global coverage and Local SMSshort codes • Secure messaging and encrypted group chat, voice and video • Scenariomanager (multi-messages to differentgroups simultaneously) • UnlimitedGlobal SMS,Phone, mobile app push notifications • 24x7x365 live technical support • 99.99% uptime (including planned& unplanned maintenance) • SOC2,SOC3 certified • Simple licensing model tomeet all your notificationneeds • Annual subscriptionincludes: • UnlimitedSMS,Voice,Emails • Conference Bridge numbers • UnlimitedITSM Connectors • 3,000+ customers
- 33. ITalerting.com Engage Your IT Response Team in 5 Minutes or Less intelligentnotifications•rules-basedescalation•1-click conferencing•on-callscheduling•auditing&reporting