Reduce MTTR with IT Alerting:

Transcription

1 Solutions for Unified Critical Communications Reduce MTTR with IT Alerting: Integrating Systems, Improving Response with Everbridge 2 September

2 Agenda IT Alerting Demo Webinar + Introduction and housekeeping + Brief background on Everbridge + Reduce MTTR with IT Alerting: Integrating Systems, Improving Response with Everbridge + Audience #ITAlerting JOIN OUR EVERBRIDGE INCIDENT MANAGEMENT PROFESSIONALS GROUP ON LINKEDIN 2

3 Housekeeping Webinar Functions USE THE Q&A FUNCTION TO SUBMIT QUESTIONS #ITAlerting 3

4 Introduction Our Presenter Michael Matonis Senior Technical Sales Engineer Everbridge #ITAlerting 4

5 Everbridge: Unified Critical Communications Founded 2002 Offices LOS ANGELES BOSTON BEIJING LONDON FRANKFURT GLOBAL 18 Global Offices & Data Centers 150+ COUNTRIES & 100+ MODALITIES 3,000+ UNIFIED CRITICAL COMMUNICATION CUSTOMERS SCALABLE 1 Billion Messages per Year 100 Million Contacts Managed MARKET LEADING 11 th straight year of growth as the Market Leader 5

6 3,000+ Customers Across Multiple Markets CORPORATE FINANCE HEALTH / BIOTECH GOVERNMENT TRANSPORTATION ENERGY 100 of the Fortune of Top 5 Investment Banks 9 of the Top 10 Healthcare Systems 6 of the Top 10 US Cities 21 of the Top 25 Airports 3 of the Top 5 Nuclear Systems 6

7 Leverage Value: One Platform Multiple Solutions BUSINESS HEALTHCARE GOVERNMENT SAVE LIVES/PERSONAL SAFETY OPERATIONAL EFFICIENCY EMERGENCIES STANDARD OPERATIONS 7

8 Everbridge IT Alerting helps customers Bridge the gap between identifying and fixing a critical IT incident Automatically reach the required people quickly Immediate collaboration with 1-click conference bridge Keep stakeholders and customers informed of the situation 8

9 Minimize Downtime Goal: Lower the Mean Time to Repair MTTR MTTI MTTK MTTF MTTV Mean time to identify Mean time to know Mean time to fix Mean time to verify Here s the opportunity to reduce MTTR Source: Reduce IT Downtime With Automated Communication, Stephanie Balaouras, Forrester 9

10 Three Critical Communication Channels Engage Resolver Teams Inform Executives & Stakeholders Notify Key Customers 10

11 IT Alerting Evolution MANUAL PROCESS LEGACY SYTEMS EVERBRIDGE Conference On-call Escalations Painfully slow and time consuming No way to escalate issues to the right teams Tracking down On Call resources is a manual effort Can t quickly bridge people on a conference call Poor message consistency On premise or home grown Responders ignore messages due to alert fatigue Can t reach people globally in key areas Templates are inflexible or require custom coding Limited or no audit trail/reporting capabilities CLOUD BASED FULLY AUTOMATED IT ALERTING COMMUNICATIONS 11

12 Everbridge IT Alerting: Automated Communications Predefined templates automate the communication workflow WHAT To alert? Low Impact Routine Event Degradation of IT Service Major Application Outage Massive Cyber Security Attack WHO Needs to know? On-call RESPONDERS STAKEHOLDERS CUSTOMERS HOW To reach them? HOW To collaborate? Are You? 1. Available? 2. Busy with other issue? ONE CLICK CONFERENCE BRIDGE ESCALATE BASED ON RULES POLLING 12

13 Everbridge IT Alerting IT Systems Critical Apps Event Cyber Security Breach Application outage Performance Degradation Minor Incident IT Monitoring OR Help Desk Experts automatically joined to conference bridge Rules Based Automation Time of Day Severity System Location Skills Required Escalations to Management Stakeholders informed and expectations set 13

14 ServiceNow Workflow Example

15 Everbridge IT Alerting: Helpdesk Integration Help Desk Single Pane of Glass Everbridge IT Alerting automates communication behind the scenes Key incident details, e.g.: Ticket # Description? Details? Affected systems? Location? Alerting status info: To whom did we reach out? Via which paths? Who responded? When? Who didn t respond? How often did we try? Was this escalated? and reports back to the help desk application 15

16 Service Outage Workflow: Incident Automation Based on configurable conditions, an Everbridge incident is triggered automatically 16

17 Service Outage Workflow: Incident Automation Behind the scenes Business hours SERVICENOW EVERBRIDGE CONNECTOR Time = 10:33 PM After hours Based on ticket conditions, Everbridge Incident automatically launched EVERBRIDGE COMMUNICATION LOGIC Skills required Who is on call Time of day Location 17

18 Service Outage Workflow: Confirmed Response Response Team Acknowledges Alerts on Preferred Devices Sarah confirms availability to address the issue 18

19 Service Outage Workflow: Confirmed Response Closed loop assignment 19

20 Service Outage Workflow: No Response Response Team Acknowledges Alerts on Preferred Devices No response Escalate 20

21 Service Outage Workflow: Escalation Dave s preferences IT Alerting records that there is an escalation Bill s preferences Both Service Delivery Directors start receiving notifications Bill confirms ownership All other notifications stop 21

22 Service Outage Workflow: Collaboration After a few minutes looking at the issue Bill knows he needs additional help Press 1 to join the conference bridge 22

23 Service Outage Workflow: Company Wide Notification Keep customers and stakeholders informed Severity Likely duration Next update Use their preferred contact paths! 23

24 ServiceNow Off the Shelf Connector All information available from single pane Easy access to Everbridge Incident phases and details 24

25 ServiceNow Off the Shelf Connector Easy to configure Define conditions when to launch Everbridge Incident All ServiceNow parameters available for configuring conditions 25

26 Summary: What makes Everbridge IT Alerting different? Targeted user experience RECIPIENT: Receives information on their preferred devices with the right language, globally local caller ID and SMS codes ADMIN: Easy drag and drop IT template creation, Multi-threaded escalation and on call schedules, automated data management, flexible reporting, and more Global and Scalable Unified Platform Critical communications scale anywhere in the world with hyper redundant and reliable platform Established Market Leading Provider 11 years of growth and market leadership Continual investment in infrastructure and new capabilities Commitment to your success Support, Everbridge University, etc. ROI Value and ROI Unified platform for IT Alerting, ENS and other use cases All communications, including Telco managed for you Consolidate data, security, training, support and legal 26

27 THANK YOU

28 Q&A Webinar Functions Contact Us: Everbridge USE THE Q&A FUNCTION TO SUBMIT QUESTIONS #ITAlerting 28

29 Thank you for joining us today! Learn more about IT alerting: IT Alerting Data Sheet everbridge.com/it-alerting/ On-Call Scheduling Data Sheet everbridge.com/on-call-scheduling/ Everbridge Resources On-Demand Webinars: White papers, case studies and more Follow us: Request a one-on-one demo: go.everbridge.com/request-ita-demo.html Linkedin 29