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Global 500® IT Consulting Company

About

This leading global professional services company, referred to as ‘Company Z,’ provides a broad range of services and solutions in strategy, consulting, digital, technology and operations. With approximately 425,000 employees serving clients in more than 120 countries, Company Z drives innovation to improve the way the world works and lives. Clients around the globe depend on Company Z’s services. So, it’s a necessity for their Incident management teams to collaborate efficiently in the event of a technical incident.

Note: Company Z and its employees have requested to remain anonymous for privacy reasons.

KEEPING EVERY TEAM AND STAKEHOLDER “IN THE KNOW”

Company Z’s international Major Incident Management (MIM) team prepares for any technical disruptions that may occur within the organization. The team returns service to the standard operating state as quickly as possible, whenever a disruption of service occurs.

During the investigation and closure of multiple incidents, it became evident that Company Z’s MIM team needed instant updates on any device, to get every team member’s attention, regardless of whether they happen to be travelling, in a meeting, or on a call. Instant updates would reduce the resolution time for future incidents.

AlertOps drove that communication for one of Company Z’s international Major Incident Management teams with a streamlined notification and alert system. When an incident occurs, this team gets everyone on a bridge call to identify the issue and develop recovery plans. An additional alerting layer gives their teams the ability to notify multiple individuals across multiple teams, simultaneously. AlertOps flexibility keeps Company Z’s management in the know so that their MIM teams can handle incidents without interference.

Pain points

Notifications and updates to be acknowledged by incident management team were not instant or simultaneous.

Solution

AlertOps empowers Company Z to streamline alerting across multiple teams and time-zones simultaneously. AlertOps provides updates to Company Z’s clients, team members, and stakeholders as incidents occur -- keeping everyone on the same page.

When a major incident occurs, getting everyone on a bridge to identify the issue, and develop recovery plans is the priority. It’s effective [and] we use it on a daily basis.
Major Incident Manager Global 500® IT Consulting Company
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