What are the incident management capabilities that Managed Service Provider (MSPs) need to help their customers digitally transform?
In an era where speed, productivity, and user experiences matter most what are the incident management capabilities managed service provider need most to grow, transform and mature their digital operations, processes and serve more organizations, faster and more efficiently.
Many of today’s enterprises still have operations that are largely manual, reactive and lack the in-house resources and expertise to undertake a digital transformation initiative. To succeed in our digital world, businesses need to become real-time, automated, and proactive. And this is where MSP’s come in, they bring a rich mix of solution, industry vertical and geographic focus, and expertise to serve unique and complex needs across a variety of DevOps, ITOps, CloudOps, Customer Service, Security Operations, and Industrial Ops business areas. Today more than ever it is critical that all businesses move from traditional incident management to digital operations and automated-driven transformation.
The AlertOps Platform helps MSP’s optimize the customer experience processes with world class end-to-end issue resolution capabilities. Our MSP customers rely on the AlertOps Platform with its industry-leading capabilities to help across all parts of real-time digital operations, including detecting and understanding incidents, responding, orchestrating, and automating real-time work, as well as providing an analytic-based approach to process and operations improvements.
Capabilities that help managed service provider of all sizes better meet end customer needs with real-time, automated incident management. Ensuring continuous service delivery for the customers they serve, with advanced features to help IT teams detect and respond to outages and better manage their digital operations across the organization
Key capabilities that help MSP’s deliver exceptional incident response management:
Automation To Accelerate Incident Resolution
Resolve major incidents at light-speed with improved granularity and flexibility. Reduce Mean Time to Repair (MTTR) – with finely tuned options and enhanced capabilities. For example, when an incident occurs, automatically open a ticket in ServiceNow, create a Slack Channel, update your Status Page, and notify relevant teams team based on the type of incident – simultaneously. Each business service can require a specific and unique service level agreement SLA requiring a specific workflow and notification process. With the technology that helps support teams work in concert delivering critical business services and preventing SLA breaches.
Easily Create Complex SLA-based Workflows
Fully automate incident management workflows based on rules, such as severity (P1, P2, P3, P4) manage outage communication using one of our pre-built Incident Response Templates that feature custom messaging for tech responders, stakeholders, and customers, based on their role. Orchestrate and automate your ticket lifecycle with bi-directional integrations between AlertOps and your ITSM tools. And for major incidents, the platform can automatically coordinate resolvers and mobilize a war room via web CD-Collaboration, toolchain-automation, conference bridge, chat, or API.
Tools To Collaborate Seamlessly and Mobilize the Right Resources, In Real Time, Every Time
The AlertOps Platform helps your organization collaborate seamlessly across Engineering/Operations and Customer Service to proactively manage customer issues. It is a platform designed from the ground up to ensure smooth management of agreed to SLAs across customer incidents with full case ownership and automated escalation to mobilize the right resources, in real time, every time.
Proven Technology to Keep-Pace with Customer Expectations
Today, customers expect and demand immediate action when the services they depend on are impacted. And this is where AlertOps helps by enabling rapid and automated escalation policies, bidirectional communications to quickly mobilize and activate the right response. Fully leveraging AlertOps technology to drive loyalty, improve NPS/CSAT scores, and exceed customer SLAs with faster, cross-organizational alignment across response teams.
Cut Through the Noise and Chart the Fastest Path to Resolution
Events are more than binary data – they take place within a meaningful context, for this AlertOps offers industry-leading alert intelligence filtering enabling you to group, suppress and delay alerts based on your own custom preferences. Cut the noise, focus on what matters. Using our dynamic routing match and escalate alerts to the right team based on detailed source data (source, issue type, skills, customer, etc.)