There is a huge gap between incident response and incident resolution. And it can make the difference between uptime and downtime of critical systems.
When an unexpected incident occurs, every person in charge needs to know as soon as possible. And the alerted person needs to act, i.e. to respond before the business is impacted. Alert notifications are meant to trigger a response. To achieve a recognition and response various methods are common, like multi-modality of notifications, escalations, etc. A response could consist of acknowledging an alert, informing other, more capable people or starting to investigate at the issue (by firing up your notebook to VPN into the corporate IT). A solid notification solution forces and almost guarantees a response. But a response can only be the first (while an essential) step in actually resolving an incident. An alert notification system that provides capabilities for mobile notifications enables an “anywhere incident response”. But nothing else.
In contrast hereto – incident resolution means that the incident actually is resolved, i.e. the problem is neutralized or cured. It goes far beyond the mere acknowledgement of the existence of that incident. However, it requires a different set of tools and a much more capable solution. A solution that provides a more comprehensive, complete approach (a “closed-loop incident management” approach). But ultimately, such solution is required to provide capabilities for an “anywhere resolution”.
In Derdack Enterprise Alert we’ve implemented what we call “remote actions” or “anywhere” actions. From the mobile app of Enterprise Alert you can trigger any IT-enabled workflow or process. That includes IT automation flows (e.g. in System Center Orchestrator, HP Operations Orchestration or Powershell) or the control of operation technology, e.g. machines on the shop floor. This empowers IT and maintenance staff to investigate and troubleshoot incident and to resolve them “on-the-go”. Enterprise Alert even “recommends” actions that are likely to neutralize and solve a problem.
Our customer CBR Fashion Group is an excellent example for using Enterprise Alert to keep important IT and logistics systems up and running. CBR is using the anywhere incident resolution capabilities of our Enterprise Alert system with great success.
Read more about Enterprise Alert.