An incident management tool enables IT teams to categorize, organize and resolve major incidents that result in downtime or service interruptions. It sits at the center of an IT organization’s ecosystem and delivers real-time alerts to the right teams on their phones when an incident is detected. It aids in the labeling of incidents and can be seamlessly integrated with existing technology stack and workflows to accelerate incident resolution.
It needs to include a way to automate the alerting process to the right person that can handle the incident. It should also allow seamless and secure communication between incident respondents and support file attachments (i.e., images, voicemail recordings and documents) to provide contextual information regarding the incident.
Incident management solutions provide adequate reporting and metrics for post-incident analysis, to review team performance and develop plans for continuous improvement. Reporting capabilities include audit trails and mean time to resolution (MTTR) measurement.
Streamline incident management and alert the right person at the right time. Shorten time to resolution with alerting that gets attention. Automatically escalate alerts for better team collaboration.
Direct all critical notifications from RMM systems and cloud applications to deliver real-time alerts and reduce incident resolution time. Encrypt communications between IT team members for added security.
Ensure that critical incidents rise above the noise. Automate on-call schedules and balance the workload evenly among team members.
An incident management tool must have the ability to integrate with RMMs, PSAs, monitoring tools, IoT sensors and any solution that sends an email. With this feature, all incoming alerts that signal downtime or service interruption can be consolidated into one system.
An incident management tool requires features to automate alerts using rule-based algorithms. This allows users to configure their own escalation policies to alert the next person on call on the list if the first person does not respond in a timely manner.
Incident management solutions capture real-time statistics on individual and group workloads based on each responders’ alert volume and escalation order. Look at trends to help you optimize workflows.
It is important to enable multiple communication channels so that you have redundant alerts in case the primary smartphone-based app alerts are not heard. The incident management tool should enable notifications via secure email, SMS, mobile push and phone calls.
The solution should give incident responders full visibility into the incident and have fast, easy ways to respond—such as multiple-choice answer options—so they can take quick action as soon as they receive a ticket.
Platforms should allow the user to send messages in two different formats: High-priority and low-priority alerts. A unique ringtone and persistent alerts ensure that critical messages are not ignored. High-priority notifications must bypass the silent switch on all mobile devices.
Ideally, the solution will have a publicly available API, providing developers with programmatic access to the software application or web service so they can integrate it with their homegrown or out-of-the-box solutions.
An incident management tool should have built-in two-way messaging that supports attachments and pre-defined responses. Improve team communication and collaboration.
The solution should include a way to manage on-call schedules, recurring on-call rotations and shifts. This allows users to automate alerts according to on-call schedules and rotations. Distribute the incident management workload to reduce alert fatigue and engineer burnout.
OnPage is a SaaS-based incident management system hosted in secure, SSAE-16-compliant hosting facilities across the U.S. The cutting-edge technology streamlines incident response so clients can recover from critical IT incidents quickly. Support teams can achieve customer service excellence and minimize the financial impact of IT downtime.
With OnPage, incident response teams can:
OnPage provides powerful integrations with mission-critical systems through the industry’s easiest integration framework. IT teams can integrate OnPage with over 250 platforms including:
Override the silent switch on all devices. Alerts cut through the noise and bring critical alerts to the forefront, continuing for up to eight hours until acknowledged.
Schedule the on-call team as a group or as individuals, eliminating manual errors. Regardless of location, on-call engineers always receive critical notifications.
Escalate alerts to the next group or person if a team member is not available. Enable redundant messaging to phone, SMS and email.
Access secure two-way communications. OnPage messages are SSL encrypted and can only be viewed by message participants.
Simplify the alerting process for customers to reach multiple departments in a business through one dedicated number.
Analyze incident response time with real-time reporting. View how many alerts go unanswered and recognize trends to help optimize workflows.
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