IT Event Alerting and Response

Transcription

1 TelAlert IT Event Alerting and Response Information technology is critical to business and downtime means lost revenue. Maximize uptime with advanced two-way notification built to integrate with IT service management (ITSM) and network management system (NMS) applications. TelAlert uses powerful notification technology to simplify the administration of network management systems, help desk systems and financial processing systems by automatically launching IT event alerts to key personnel. With TelAlert, a notification is triggered whenever an event like an escalated help desk ticket or a hardware failure requires action, increasing service quality by decreasing time to resolve problems and lowering the risk that critical issues are missed. Every minute our reservation system or website is down means dissatisfied customers and lost revenue. Chris Pluta, systems analyst, Southwest Airlines Reliability and innovation TelAlert has been the event alerting tool of choice by IT departments for over twenty years. New TelAlert Advanced provides mission-critical messaging with an end-user, self-service Web interface. It s built on the Java 2 platform, runs on most popular enterprise operating systems and brings Web-based users into the TelAlert notification service. With a new end-user, self-service Web interface, TelAlert Advanced allows a TelAlert administrator to delegate the task of maintaining group and user contact information, essential to today s large enterprises. TelAlert Advanced runs on top of TelAlert and can optionally be used with TelAlert Voice (TTS) or the new TelAlert Gateway to extend messaging functions to inbound and outbound voice users.

2 Proven reliability TelAlert is the most reliable notification software on the market. It provides a fault-tolerant, redundant environment using multiple TelAlert servers in either a load-sharing (hot standby) or warm standby configuration. TelAlert sends automated alerts without the need for human intervention or the risk of human error. If an issue is detected, TelAlert will alert IT staff based on configurable schedules and escalation rules to ensure that problems are acknowledged and resolved quickly. It will automatically send alerts to a variety of communication devices including , mobile phones, SMS devices, pagers, landlines, signboards or loudspeakers. TelAlert provides two-way communication and allows staff to respond to communications from multiple devices as well. One study by a business continuity group revealed that 54% of businesses surveyed estimated that an hour of downtime would cost them anywhere from $51,000 to $1 million. The Definitive Guide to Business Continuity Planning Easy integration and rapid deployment TelAlert is designed to work with existing systems without additional effort. It runs on multiple operating systems, supports numerous communication devices and carriers and integrates seamlessly with the leading ITSM platforms from HP, IBM, Microsoft, BMC as well as home-grown applications. The RBA Integrator uses run book automation to provide tight integration between TelAlert and ITSM applications, allowing two-way communications between applications and any or all on-call personnel. The RBA Integrator provides data processing and workflow logic so you can fine-tune the interactions between your applications and TelAlert to communicate more effectively. It provides simple point-and-click data configuration for quick and seamless implementation of escalation rules without custom coding, scripting or significant professional services. Saves money and time TelAlert helps you maintain schedules and allows users to subscribe to group communications as well as peer-to-peer messages. It reduces costs by eliminating the need for an administrator to manually alert staff that can fix problems when they occur. It increases efficiency, helping meet SLAs by providing full reporting and tracking accountability for every event. TelAlert lets you: Plan and monitor the entire alert management process Designate personnel and groups Create detailed on-call schedules including holidays and vacations across multiple time zones Implement escalation plans to avoid delays caused by staff that cannot respond immediately Keep track of all events in progress

3 Which product is right for you? FEATURE TelAlert TelAlert Advanced Send automated alerts without human intervention or risk of human error Integrate with existing applications for two-way communication with any or all on-call personnel Full reporting and tracking provides accountability for every event and alert and help you meet SLAs Rapidly integrate with ITSM platforms from HP, IBM, Microsoft, BMC and more, as well as home-grown applications Create schedules with on-call work hours, vacations, holidays, with support for multiple time zones Decrease time to resolve with person-by-person or group-by-group escalation strategies Contact people on any carrier or device, including landline phones, mobile phones, pagers, and more Track alerts with detailed reporting of who received alerts, when, and with what response Work on any operating system including Windows, Solaris, HP-UX, Linux and more Extend the reach of your NMS, help desk and financial processing systems, reducing the risk of missed issues Notify whether connected to the Internet or not with an in-memory database that will continue automatic delivery of notifications when triggered by your NMS Seamlessly deliver messages to TTS, SMS and PIN-2-PIN recipients using TelAlert Gateway Extend messaging functions to inbound and outbound voice users with TelAlert Voice (TTS) Deliver messages via an intuitive Web-browser GUI with a modular, distributed architecture Send and reply to notifications via the Web from any Internetconnected PC Keep contact data clean easily and automatically with granular data management Enjoy a Web-friendly, snapshot view of all calendars and schedules Tightly integrate TelAlert with ITSM applications with data processing and workflow logic using the RBA Integrator Benefit from an end-user, self-service Web interface for mission-critical messaging Use TelAlert Gateway to connect with other users via a call bridge = included = not available

4 The TelAlert product line TelAlert The core TelAlert product is a favorite of IT professionals who are comfortable working with a command line interface. Custom integration is possible with virtually any application using the command line interface or the C or Java APIs. TelAlert is tailored for IT departmentsized needs and provides automated, closedloop communication through all types of communication devices with multiple server synchronization. TelAlert Advanced TelAlert Advanced has everything that the TelAlert core product has, but makes it easier to manage groups, schedules and reports using a modular, distributed architecture and an intuitive Web-browser GUI. TelAlert Advanced has its own application database that is synchronized to the TelAlert memoryresident database. If the Web application loses connectivity, TelAlert will continue to send alerts. + TelAlert Gateway TelAlert Gateway, a SaaS component, seamlessly delivers messages via OnSolve TM servers to TTS, SMS and PIN-2-PIN recipients. The gateway increases TTS delivery throughput, improves the user experience for TTS recipients and fully supports call-bridge functionality. It works by accepting delivery requests from a TelAlert remote port definition and forwarding contact information to servers (via INPP protocol). TelAlert configuration definitions directly reference the TelAlert Gateway remote ports. TelAlert event alerts are managed the same way as local event alerts. Alerts can contain a mixture of information that is processed by local TelAlert and remote port types. The TelAlert Gateway can be added to either TelAlert or TelAlert Advanced, making either a hybrid version. Whichever version you choose, know that TelAlert reliability has been extensively field-proven with years of maintenance-free use in daily operation by thousands of organizations around the world. MIR3 provides 24/7 customer support, from assistance with creating and sending notifications to more in-depth technical assistance.

5 TelAlert Features: Integrate out-of-the-box with leading ITSM platforms from HP, IBM, Microsoft, BMC and others, as well as home-grown applications. Maintain 24/7 coverage and create detailed schedules for all personnel and their individual devices, with regular and on-call work hours, vacation days, holidays, and support for multiple time zones. Easily create recipient groups based on departments and skill sets and manage group schedules. Decrease time to resolve incidents with personby-person or group-by-group escalation strategies to minimize the time it takes to locate someone who can immediately resolve an issue. If the first person on the list doesn t respond within a specified amount of time, TelAlert will move on to the second person and so on. Contact various devices on any carrier and on any number of devices, including mobile phones, landlines, pagers and s. Schedules can be set to contact different devices depending on the day and time. Benefits of TelAlert: Reduced network lag and downtime keep technology infrastructure and processes flowing smoothly. Increased productivity reduce downtime due to interrupted service. Enhanced service quality decrease time to resolve issues and maintain service level agreements (SLAs). Fewer administrative burdens easily manage groups, schedules and reports using an intuitive Web GUI (available in TelAlert Advanced) Improved accountability instant reports of all communications aid in process improvement Minimize financial impact keep valuable IT resources focused on more important, productive IT projects Track and report alerts, providing closed-loop communication with detailed reporting of who received alerts, when, and with what responses. This feedback loop is useful for continuous process improvement. Deploy on most operating systems, including Windows, Solaris, HP-UX, Linux and more. Choose your preferred user interface, whether that is a command line interface, or with TelAlert Advanced, a graphical user interface (available for an extra charge).

6 Why Customers Choose OnSolve The OnSolve philosophy is one of partnership. Our representatives act more as consultants than sales people, working closely with you to find the solution that s best for your organization. We focus on establishing a working relationship that will last and providing products that will grow as your company grows. Besides offering the best notification solutions on the market, we offer a full line of professional services to assist in providing solutions to suit your needs, and our worldclass support team is available to you around-the-clock. OnSolve: Always on. Solving communication challenges. OnSolve is the market leader in real-time, mass notification and collaboration solutions used by the world s largest brands and thousands of government agencies to deliver critical information in any situation. Mass notification and collaboration is an essential element of emergency response and business continuity planning, keeping teams on track and coordinating during critical events. The OnSolve suite of critical communication tools is a key component of the business continuity, emergency response, IT alerting, employee safety and security programs of every organization we serve. Technical Specifications: ITSM Systems Integrations: HP Operations Manager HP Service Manager HP Network Node Manager IBM Tivoli TEC IBM Tivoli Netview IBM Tivoli Netcool/OMNIbus BMC Remedy Microsoft SCOM Supported Operating Systems: Windows 8 to Windows XP Windows Server 2003/2008/2012 Linux (glibc2.5) (intel x86 32bit) (Red Hat 5.4) Solaris 2.9 (Solaris 9) + (SunOS 5.9+) (SPARC 32 bit) & (Intel X86 32 bit) Solaris 2.10 (Solaris 10) + (SunOS 5.10+) (SPARC 32 bit) & (Intel X86 32 bit) AIX 5.2 and higher OnSolve maintains a commitment to its customers with best-in-class support services including: Reliable 24/7 technical support Knowledgeable support engineers Comprehensive international support Online and onsite certification courses to train your team For more information: onsolve.com OnSolve, LLC. All rights reserved