Case Study: Automating Outage Monitoring & Communication
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West Virginia University faced issues with service monitoring and communication during outages, relying solely on email notifications. To address this, the university implemented a solution using statuspage.io for automated monitoring and a tiered communication workflow, improving response times and the reliability of updates. The new system enhances both internal and external communication by integrating various notification channels, ensuring better management of outages.
Case Study: Automating Outage Monitoring & Communication
- 1. WEST VIRGINIA UNIVERSITY UNIVERSITY RELATIONS - DIGITAL SERVICES CASE STUDY: AUTOMATING OUTAGE MONITORING & COMMUNICATION Dave Olsen, Professional Technologist University Relations - Digital Services WEST VIRGINIA UNIVERSITY UNIVERSITY RELATIONS - DIGITAL SERVICES
- 2. WEST VIRGINIA UNIVERSITY UNIVERSITY RELATIONS - DIGITAL SERVICES AGENDA • The Problem: Lack of Monitoring and a Manual Communication Workflow • The Solution: Automating All The Things • Quick Overview of Our Connected Services • In-depth Feature Tour of StatusPage.io
- 3. WEST VIRGINIA UNIVERSITY UNIVERSITY RELATIONS - DIGITAL SERVICES THE PROBLEM • Slowly lost central monitoring of services • Received only email notifications for three services that were monitored by a 3rd party UR - Digital Services set-up • Communication workflow wasn’t standardized • Had no way to communicate during a complete system failure
- 4. WEST VIRGINIA UNIVERSITY UNIVERSITY RELATIONS - DIGITAL SERVICES THE SOLUTION • Took responsibility for monitoring our own services • Re-engaged Systems to find additional monitoring opportunities • Evaluated solutions that could send voice, text, and push notifications in addition to email • Documented a tiered communication workflow • Identified an off-site hosting solution for comm
- 5. WEST VIRGINIA UNIVERSITY UNIVERSITY RELATIONS - DIGITAL SERVICES THE SOLUTION MONITORING 1ST LEVEL COMM app performance/uptime uptime voice, text, push notifications off-site website internal comm, logging 2ND LEVEL COMM hardware (planned) @wvuurdigital Listservs outages, prof tech cohort Individual Emails statuspage.io subscribers automated, internal automated, internal/external manual, external, WOPE
- 6. WEST VIRGINIA UNIVERSITY UNIVERSITY RELATIONS - DIGITAL SERVICES THE SOLUTION MONITORING 1ST LEVEL COMM app performance/uptime uptime voice, text, push notifications off-site website internal comm, logging 2ND LEVEL COMM hardware (planned) @wvuurdigital Listservs outages, prof tech cohort Individual Emails statuspage.io subscribers automated, internal automated, internal/external manual, external, WOPE
- 7. WEST VIRGINIA UNIVERSITY UNIVERSITY RELATIONS - DIGITAL SERVICES THE SOLUTION MONITORING 1ST LEVEL COMM app performance/uptime uptime voice, text, push notifications off-site website internal comm, logging 2ND LEVEL COMM hardware (planned) @wvuurdigital Listservs outages, prof tech cohort Individual Emails statuspage.io subscribers automated, internal automated, internal/external manual, external, WOPE
- 8. WEST VIRGINIA UNIVERSITY UNIVERSITY RELATIONS - DIGITAL SERVICES THE LINCHPIN StatusPage.io is the bridge between the automated monitoring and the manual second-level communication channels.
- 9. WEST VIRGINIA UNIVERSITY UNIVERSITY RELATIONS - DIGITAL SERVICES STATUSPAGE.IO TOUR
- 10. WEST VIRGINIA UNIVERSITY UNIVERSITY RELATIONS - DIGITAL SERVICES CREATING INCIDENTS
- 11. WEST VIRGINIA UNIVERSITY UNIVERSITY RELATIONS - DIGITAL SERVICES CREATING INCIDENTS
- 12. WEST VIRGINIA UNIVERSITY UNIVERSITY RELATIONS - DIGITAL SERVICES CREATING INCIDENTS
- 13. WEST VIRGINIA UNIVERSITY UNIVERSITY RELATIONS - DIGITAL SERVICES CREATING INCIDENTS
- 14. WEST VIRGINIA UNIVERSITY UNIVERSITY RELATIONS - DIGITAL SERVICES IMPORTANT! Incidents are the only things in StatusPage.io that generate tweets & emails. Component updates do not. Incidents are manual.
- 15. WEST VIRGINIA UNIVERSITY UNIVERSITY RELATIONS - DIGITAL SERVICES COMPONENT STATUSES
- 16. WEST VIRGINIA UNIVERSITY UNIVERSITY RELATIONS - DIGITAL SERVICES IMPORTANT! Component statuses can be automated. This way your page can show the real status of your system without manual intervention. Automated updates can only toggle between major outage and operational.
- 17. WEST VIRGINIA UNIVERSITY UNIVERSITY RELATIONS - DIGITAL SERVICES COMPONENT STATUSES
- 18. WEST VIRGINIA UNIVERSITY UNIVERSITY RELATIONS - DIGITAL SERVICES COMPONENT STATUSES
- 19. WEST VIRGINIA UNIVERSITY UNIVERSITY RELATIONS - DIGITAL SERVICES COMPONENT STATUSES
- 20. WEST VIRGINIA UNIVERSITY UNIVERSITY RELATIONS - DIGITAL SERVICES COMPONENT STATUSES
- 21. WEST VIRGINIA UNIVERSITY UNIVERSITY RELATIONS - DIGITAL SERVICES
- 22. WEST VIRGINIA UNIVERSITY UNIVERSITY RELATIONS - DIGITAL SERVICES
- 23. WEST VIRGINIA UNIVERSITY UNIVERSITY RELATIONS - DIGITAL SERVICES
- 24. WEST VIRGINIA UNIVERSITY UNIVERSITY RELATIONS - DIGITAL SERVICES SCHEDULED MAINTENANCE
- 25. WEST VIRGINIA UNIVERSITY UNIVERSITY RELATIONS - DIGITAL SERVICES NOTIFICATIONS
- 26. WEST VIRGINIA UNIVERSITY UNIVERSITY RELATIONS - DIGITAL SERVICES NOTIFICATIONS
- 27. WEST VIRGINIA UNIVERSITY UNIVERSITY RELATIONS - DIGITAL SERVICES EMBEDS FOR WEBSITES
- 28. WEST VIRGINIA UNIVERSITY UNIVERSITY RELATIONS - DIGITAL SERVICES
- 29. WEST VIRGINIA UNIVERSITY UNIVERSITY RELATIONS - DIGITAL SERVICES
- 30. WEST VIRGINIA UNIVERSITY UNIVERSITY RELATIONS - DIGITAL SERVICES REDUNDANT OFF-CAMPUS SERVICE
- 31. WEST VIRGINIA UNIVERSITY UNIVERSITY RELATIONS - DIGITAL SERVICES COSTS & FEATURES
- 32. WEST VIRGINIA UNIVERSITY UNIVERSITY RELATIONS - DIGITAL SERVICES HIGHER ED CLIENTS • Georgia State University • University of Derby • University of California - Davis • Macquarie University • San Jose State University • University of Michigan
- 33. WEST VIRGINIA UNIVERSITY UNIVERSITY RELATIONS - DIGITAL SERVICES WRAPPING IT UP StatusPage.io is now the hub for our automated and manual outage communication efforts.
- 34. WEST VIRGINIA UNIVERSITY UNIVERSITY RELATIONS - DIGITAL SERVICES THANK YOU & QUESTIONS Dave Olsen, Professional Technologist University Relations - Digital Services