Streamline IT incident management with automation

IndcidentMgmtFor many IT operations, the process of identifying incidents, issuing alerts and putting a remediation in place runs less smoothly than it should. Often it involves time-consuming manual activities and leads to sub-standard results.

Examine this typical scenario: a network monitoring system detects an incident and generates an alert. From that point on, it’s likely anyone’s guess:

  • Whether the most appropriately matched technician will get the alert,
  • If the stakeholders who need to know will be notified of the problem,
  • How a remediation of the situation will be handled,
  • Whether SLAs are monitored and managed, or
  • If the ticket tracking the incident will reflect real-time status of the incident.

What should be a seamless, closed-loop circuit often turns out to be a convoluted process prone to human error.

That’s because no incident is simple. Environments are complex and IT teams are dispersed. And there’s constant pressure to a) keep systems available to five nines around the clock, and b) shorten SLA’s when something does go wrong.

Indeed, that pressure can be worst of all in a scenario where seconds count. When time is of the essence, manual processes to find the right people or fix the problem simply won’t cut it.

Making matters worse is the simple fact that when the pressure is on and the clock is ticking, the impulse to “put your head down and do the work” is strong. That means effective communication protocols often get pushed to the side—despite the fact that management and customers are the last people who should be kept in the dark.

Automation offers possibilities, however. Automated communication can get quick, accurate information to the right people at the right time, as well as reduce the effort needed to involve staff. And automated remediation processes can greatly reduce the time to diagnose root causes—and minimize the need for human intervention

Imagine a different scenario, one where an alert is intercepted by an intelligent, automated tool that parses it, then launches a workflow that finds on-call team members or SMEs to address it. That same workflow evaluates the incident and determines which stakeholders, customers or management resources should receive an informational message—automatically. Recipients are offered options to trigger automated remediation steps or execute standard forensic steps to immediately begin the resolution process. At the same time, a help desk ticket is generated and automatically updated every step of the way. Then, once the incident is closed by the system, the alert ceases.

Intriguted? Learn more in a new webinar from MIR3 and Ayehu: Streamline IT Incident Management with Automation. In it, we’ll show how organizations today are using automatic closed-loop systems to enhance IT incident management.