Question 2 - Everbridge.com

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IT Incident and Disaster Alerting: Expert Panel Webinar

Robert Pick VP/CTO and CISO

John O’Keefe Senior Director of Operations

TMNA Services, LLC

Acquia

Branko Miskov Director, Product Management BlueCat Networks

Imad Mouline CTO Everbridge

Submitting Questions

Use the Q&A function to submit your questions.

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Agenda • • • • • •

IT Incident Response Processes Reducing Mean Time to Repair (MTTR) Automation vs. Human Intervention Workforce Mobility Customer Communication Q&A

LinkedIn Member? Join our LinkedIn Everbridge Incident Management Professionals Group #ITAlertPanel

Robert Pick VP/CTO and CISO TMNA Services, LLC

John O’Keefe Senior Director of Operations

Branko Miskov Director, Product Management

Acquia

BlueCat Networks

Imad Mouline CTO Everbridge

IT Incident and Disaster Alerting Given the potential impact of critical IT incidents, we believe the focus should be on improving “Mean Time to Know” MTTR

MTTI

MTTK

• Mean time to identify • Mean time to know • Mean time to fix • Mean time to verify

Source: Forrester Research graphic from Everbridge webinar: IT Incident and Disaster Alerting: Using Communication to Improve Response, 2014

MTTF

MTTV

Question 1

How does your incident response and alerting process change when your organization is dealing with a business-critical IT incident vs. a routine operational incident?

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Question 2 Given the goal of reducing the Mean Time To Repair (MTTR), where are the greatest areas of potential improvement? MTTR

MTTI

MTTK

• Mean time to identify • Mean time to know • Mean time to fix • Mean time to verify

Source: Forrester Research graphic from Everbridge webinar: IT Incident and Disaster Alerting: Using Communication to Improve Response, 2014

MTTF

MTTV

Question 3 Can IT incident management and resolution ever be fully automated, or will it always require human intervention?

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Question 4 How do trends like worker mobility and distributed workforces impact how critical IT incidents are addressed?

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Question 5 From an industry perspective, do IT organizations today do enough to communicate with customers, both internal and external, related to IT incidents?

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Reducing MTTK MTTK can be reduced by: • Identifying On Call Resources • Confirming Response or Escalation • Enabling Collaboration

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Improving Processes through Intelligent Automation Additional benefits of automating MTTK processes: • Optimize Employee Productivity • Keep Customers Informed • Platform for Ongoing Process Improvement

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Q&A

Note: Presentation slides will be available on our blog at blog.everbridge.com

Use the Q&A function to submit your questions. #ITAlertPanel

Robert Pick VP/CTO and CISO

John O’Keefe Senior Director of Operations

Branko Miskov Director, Product Management

TMNA Services, LLC

Acquia

BlueCat

www.tmnas.com

www.acquia.com

www.bluecatnetworks.com

Request a demo of Everbridge IT Alerting: http://www.everbridge.com/request-demo/

Everbridge Resources On-Demand Webinars: www.everbridge.com/webinars White papers, case studies and more www.everbridge.com/resources Follow us: www.everbridge.com/blog @everbridge Linkedin