“Complement IT Infrastructure Monitoring With IT Service Alerting”
A recent report from Gartner’s Pankaj Prasad provides a detailed overview of a market that we know very well– IT Service Alerting. As defined in the report, Prasad writes, “IT service alerting tools automate the distribution and management of notification messages to identified recipients. These tools integrate with ITOM tools that are the source of the notifications endpoints. The messaging capabilities of these tools extend beyond SMS to include the ability to call, page or notify via a smartphone app based on the preference of the recipient.”
In addition, Prasad describes use cases for these tools to include “critical or major IT-related events or incidents and business operations notifications” and elaborates that “the software can be used to organize contacts into multiple groups or subgroups for targeted notification and then to track acknowledgements for message delivery confirmation. These tools can be set to follow an escalation path to notify the next on-call personnel or next available personnel in case of delay in acknowledgment by a recipient.”
We believe this is clearly something that should resonate with Everbridge customers, as we provide our own IT Alerting tool that does precisely what Gartner describes: enabling professionals to alert and communicate with key members of their teams during an IT incident or outage. The application integrates with IT service management platforms, including ServiceNow and BMC Remedy, and uses automatic escalation of alerts and mobile alerting to automate manual tasks and keep IT teams collaborative during an incident.
According to Everbridge customer, Mark Hydar, Head of DevOps for Ericsson, “the beauty of IT Alerting is having a consistent, predictable, repeatable process with timely and relevant communications. And Everbridge facilitates every single piece of that.”
The report does not compare functionality as part of a vendor vs. vendor approach, but includes Everbridge as a representative vendor in the space.
An excerpt from the report states:
“Not everyone in IT operations is on duty when a major IT incident occurs; however, assigned individuals or groups must be notified to take action. IT service alerting tools manage the notification of messages to personnel based on predefined rules regarding who to notify for a given categorization of event or incident. These tools also support rule-based escalation, in case the primary recipients of the message have not acknowledged receipt of the message within a predefined time frame. This streamlines an organization’s capability to respond to major or critical events and incidents.”
Clearly, since every second of downtime costs a business thousands of dollars in lost productivity and revenue, Everbridge believes IT teams have a lot on their plate, working with multiple hardware and software solutions to respond to outages that can quickly overwhelm IT staff. It’s a better time now than ever to learn more about automated IT Service Alerting to improve the security and communications posture of your organization.
For more information, read the full report here (available to Gartner subscribers): Complement IT Infrastructure Monitoring With IT Service Alerting
Still have questions? Here are 10 Reasons Your IT Incidents Aren’t Resolved Faster
Gartner, Complement IT Infrastructure Monitoring With IT Service Alerting, Pankaj Prasad, December 4, 2015
Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.
