Use one platform to minimize IT downtime

We help IT organizations, Service desk, IT Operations and DevOps teams manage their schedules, shifts, rotations, improve their communication processes and streamline their incident management processes so that they can repair IT service disruptions faster.

Reduce Downtime Caused by Unexpected Service Disruptions

Challenge

Major IT service outages can harm business operations, your customers and ultimately your company’s bottom line. These disruptions can be due to critical application outages, data breaches and DDOS attacks, ERP failure, EMR outage, natural disasters, or network and infrastructure failures.

The Everbridge Solution

IT Alerting Integrations

Everbridge IT Alerting features multiple integration options that support several platforms in the following categories:  ITSM, Operations Monitoring, Application Performance Monitoring, Automation, Web Application, Web Performance and Cloud Monitoring, Data Management and Project Management.  

Multi-Message, Multi-Channel

Targeted Notifications enable you to automatically identify and contact the right IT staff via multiple communication paths simultaneously.

Integrated On-Call Notifications

Use on-call resources as contacts to automatically send multimodal notifications via SMS, email, push notifications and more, to communicate with employees currently on a shift or employees who are scheduled to be on a shift in the future.

Team Collaboration

IT Alerting's '1-click’ conferencing capability means people can quickly jump on a team call during an IT incident. No number to memorize or dial, no access code to enter; get automatically connected to the conference from a voice message, a SMS or an email from anywhere in the world.

Engage the Right IT Staff to Respond to Incidents

Challenge

When things go wrong with IT, companies need to act quickly to restore the failed services. Wasting time by searching through directories, spreadsheets and using call trees to identify the right responders is not an option.

The Everbridge Solution

On-call Scheduling Workforce Management

Does your IT team currently use a manual process to identify available personnel? On-Call Scheduling workforce management combines real-time shift calendars with integrated on-call notifications to help you better manage your employee resources. Simplify workforce scheduling by creating multiple calendars and shifts to meet the needs of each team. Assign shift quotas based on certification, skill or any attribute.

Automatic Escalation of Alerts

IT Alerting makes it easy to manage rotation and escalation. If the person notified does not respond, the alert is sent to the next person in line.

Automatic On-Call Communications

When you need to reach on-call staff quickly, you don’t want to spend time searching schedules on whiteboards or sifting through spreadsheets to find the people you need. On-call communications engage the right message to the right person, at the right time through automated staffing.

Multi Modal Alerting

Even when connectivity is weak or unavailable, use IT Alerting to broadcast messages to virtually any communication device with support for multiple contact paths including voice, SMS, push notification app, email, pager, landline and more. 

 Integration with Ticketing systems

IT Alerting integrates directly with ServiceNow, BMC Remedy and other ITSM systems to improve the communication workflows and streamline the end-to-end incident management processes. Using the two-way certified integration, your ITSM system becomes a single pane of glass for all your incident communications.

Improve Customer Service

Challenge

On-line customers are one-click away from moving to your competition, or sharing bad experiences with thousands of people on social networks in seconds. Keeping people informed during IT disruptions is the best way to keep them satisfied and customers.

The Everbridge Solution

Customer Critical Communications

Use IT Alerting to keep stakeholders and customers informed of the severity and likely duration of IT downtime or system failure using their preferred contact paths.

Reduce the Volume of Inbound Calls into your Helpdesk

Major incidents (P1 or Sev1) generate substantial volumes of calls into your Service desk. This event increases wait time, frustrates customers and increases your IT costs. With proper proactive communication to impacted customers/users, IT Alerting helps reduce call center costs and increase customer satisfaction.

 

Keep Customers Informed

Don’t keep your customers in the dark. Make sure your customers are aware when a crisis or issue has occurred. Proactively notify customers, based on their contact preferences and subscriptions, to decrease the likelihood of them flooding the call center.

Meet your SLAs

Not restoring IT service within the agreed upon Service Levels can subject you to financial penalties. By reducing the average Time to Resolution (MTTR), IT alerting helps you meet your SLAs and avoid fines.

 

Mark Vaillancourt Senior Manager Customer Service, Digital Realty
Implementing Everbridge has been a huge win, both internally and at the corporate level, because our customers recognize the value of using a secure, reliable customer communications solution to notify them when critical incidents occur.