Beyond the ITIL Binder: Process Improvements Through Critical Communications
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David de Swaan Arons presents a webinar on the importance of integrating IT alerting within the ITIL framework, emphasizing the need for effective communication during IT incidents to minimize business disruption. The presentation discusses common challenges faced in IT alerting, practical tips for improvement, and the significance of a phased approach in implementing IT alerting strategies. Everbridge, the company presenting, specializes in enterprise software applications for critical information delivery and has a vast client base across various sectors.
Beyond the ITIL Binder: Process Improvements Through Critical Communications
- 1. David de Swaan Arons Beyond the ITIL Binder April 26, 2016
- 2. 2 Agenda Webinar + Introduction and housekeeping + David de Swaan Arons presents: Beyond the ITIL Binder + Connect with: David.deSwaanArons@Everbridge.com + Audience Q&A FOLLOW US ON TWITTER, @EVERBRIDGE TWEET DURING THE EVENT #ITILCOMMS JOIN OUR EVERBRIDGE INCIDENT MANAGEMENT PROFESSIONALS GROUP ON LINKEDIN
- 3. 3 Introduction Our Presenter David de Swaan Arons Global IT Alerting Sales Lead Everbridge
- 5. 5 Agenda •ITIL Framework vs Practice •What’s at Stake? •Common Challenges •Key Processes, Key Audiences •Practical Tips from the Field •Summary •About Everbridge 5
- 6. 6 Agenda ITIL & ITA Practical Tips Key Takeaways Q&A & Get a Cool T-shirt 1 2 3 4 5 What’s At Stake
- 7. ITIL Framework & ITA
- 8. 8 ITIL Framework & Communication 8 •Guidance for key IT processes, one language •Best practice, not a ‘how to’
- 9. 9 ITIL Framework & Communication 9
- 10. 10 ITIL Framework OK, so why are we talking IT Alerting? 10
- 11. 11 IT supports the Business Why is this important?
- 12. 12 IT supports the Business IT aligns with the Business Why is this important?
- 13. 13 IT supports the Business IT aligns with the Business Why is this important? IT is the Business An IT issue is a Business issue
- 14. 14 In Case of Critical IT Failure Your IT Department
- 15. 15 In Case of Critical IT Failure Your IT Department
- 16. 16 In Case of Critical IT Failure Your IT Department Your Customers Are Frustrated
- 17. 17 In Case of Critical IT Failure Your IT DepartmentIs Bombarded with Alerts Your Customers Are Frustrated
- 18. 18 In Case of Critical IT Failure Your IT DepartmentIs Bombarded with Alerts Your Customers Are Frustrated Your Execs Are Getting Anxious
- 19. 19 What’s the Cost of an IT issue Today?
- 20. 20 ITIL Framework OK… so why are we talking IT Alerting? 20 • Communications is key across processes • Critical Issues requires direct response & insight è Requires critical communication − Major Incident Management vs. Incident Management − Change Management à Emergency Changes − Release Management à Roll Backs? − Problem Management à Root Cause Analysis, MTTK?
- 21. 21 How do you Address the Cost of an IT Issue/Incident? Reduce the Mean Time to Repair MTTI 20min MTTK 105min MTTF 45min MTTV 30min MTTR example: 200 Minutes Best Opportunity to Eliminate Inefficiencies Source: Reduce IT Downtime With Automated Communication, Stephanie Balaouras, Forrester • Mean time to identify • Mean time to know • Mean time to fix • Mean time to verify
- 22. ITA Challenges & Tips
- 23. 23 Different Audiences, Different Messages RESOLVERS STAKEHOLDERS IMPACTED USERS • Technical summary • Get on a bridge ASAP to address the issue • 2-way communication • Acknowledgement • Business Impact • Seek guidance, approval • Acknowledgement • Customer focused information • Update on impact, workaround • Next update at
- 24. 24 Do you have a plan? What would happen if you had a major cyber attack? DO YOU HAVE A PLAN?
- 25. 25 Do you have a plan? Cyber attack leading to data breach
- 26. 26 Predefined process: message, roles, actions - Customer Support team? - Application teams? Which one? - CIRT? - Network team? - Server team? - Middleware team? - DB teams - 3rd Party Provider? ISP? SaaS provider? At 3:18 AM who exactly are you calling?
- 27. 27 Integration with ITSM & ITOM Tools èSmart Integration to Facilitate - ITSM tool - ITOM tools (Event Management, Monitoring) - Support single source of record èPhased approach èValue vs Cost èP1 vs P3 èK.I.S.S.
- 28. 28 Inefficient Workflows Caused by Disparate Systems & Point Solutions Servers Monitoring / NOC Help Desk & Ticketing System Customers & Workers Call Tree / Scheduling Calendar Email CellPhonePager Resolvers Incident Lead
- 29. 29 Avoid Point Solutions for Critical Communications IT Alerting Security HR Business Continuity Share: • Contacts • Locations • Departments • Comms Engine • Integrations • Contracts • …
- 30. 30 Don’t try to Boil the Ocean •Trying to roll out ITA across all areas at once èPhased approach - Rolled out to MIM (Major P1s) - Rolling out to Infrastructure Teams - ITSM integration
- 31. 31 Use the right communication channel Emails don’t wake people up!
- 32. 32 Coordination and Acknowledgement no response Fixing it now! Give me 5 I’m busy On my way Email System Down! • Include the ability to confirm message receipt as well as to confirm acceptance of tasks
- 33. 33 Learn from major incidents We keep running into the same issues when trying to get someone to respond to/fix an incident! • Analyze incidents and response through after-action reporting • Determine most effective communication paths and tactics • Find out how long it takes to get confirmation from on-call staff
- 34. 34 Key Takeaways Support ITIL Service Operation Processes with Critical Communication Option Phased ApproachHave a plan Integrate smartly Communicate with ü Your IT Teams ü Your Stakeholders ü Your Impacted Users
- 35. About Everbridge
- 36. 36 Everbridge We provide enterprise software applications to automate the delivery of critical information to help keep people safe and businesses running. Emergencies Community Events IT Outages Secure Messaging Geo-Targeting for Safety
- 37. 37 Who We Are 2,700+ Global
- 38. 38 Everbridge Market Leadership 2,700+ Enterprise Customers 4 of the 10 largest U.S. based healthcare providers 8 of the 10 largest U.S. cities Market Recognition 24 of the 25 busiest North American airports 7 of the 10 largest U.S. based investment banks 6 of the 10 largest global auto makers 6 of the top 10 consulting firms Top 3 nuclear plant operators 4 of the 10 largest U.S. health insurers
- 39. 39 Claim Your Free Tee Thank You! ITAlerting.com