beyond the itil binder: process improvements through critical communications
TRANSCRIPT
David de Swaan Arons
Beyond the ITIL Binder
April 26, 2016
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Agenda
Webinar
+ Introduction and housekeeping
+ David de Swaan Arons presents: Beyond the ITIL Binder
+ Connect with: [email protected]
+ Audience Q&A
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TWEET DURING THE EVENT #ITILCOMMS
JOIN OUR EVERBRIDGE INCIDENT MANAGEMENT PROFESSIONALS GROUP ON LINKEDIN
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Introduction
Our Presenter
David de Swaan AronsGlobal IT Alerting Sales LeadEverbridge
Beyond the ITIL Binder
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Agenda
• ITIL Framework vs Practice•What’s at Stake?•Common Challenges•Key Processes, Key Audiences•Practical Tips from the Field•Summary•About Everbridge
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Agenda
ITIL & ITA Practical Tips
Key Takeaways
Q&A& Get a Cool T-shirt
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What’s At Stake
ITIL Framework & ITA
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ITIL Framework & Communication
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•Guidance for key IT processes, one language•Best practice, not a ‘how to’
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ITIL Framework & Communication
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ITIL Framework
OK, so why are we talking IT Alerting?
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IT supports the Business
Why is this important?
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IT supports the Business
IT aligns with the Business
Why is this important?
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IT supports the Business
IT aligns with the Business
Why is this important?
IT is the Business
An IT issue is a Business issue
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In Case of Critical IT Failure
Your IT Department
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In Case of Critical IT Failure
Your IT Department
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In Case of Critical IT Failure
Your IT Department
Your Customers Are Frustrated
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In Case of Critical IT Failure
Your IT Department Is Bombarded with Alerts
Your Customers Are Frustrated
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In Case of Critical IT Failure
Your IT Department Is Bombarded with Alerts
Your Customers Are Frustrated
Your Execs Are Getting Anxious
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What’s the Cost of an IT issue Today?
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ITIL Framework
OK… so why are we talking IT Alerting?
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•Communications is key across processes•Critical Issues requires direct response & insightè 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?
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How do you Address the Cost of an IT Issue/Incident?
Reduce the Mean Time to Repair
MTTI
20min
MTTK105min
MTTF45min
MTTV30min
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
ITA Challenges & Tips
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Different Audiences, Different Messages
RESOLVERS
STAKEHOLDERS
IMPACTEDUSERS
• 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
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Do you have a plan?
What would happen if you had a major cyber attack?
DO YOU HAVE A PLAN?
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Do you have a plan?Cyber attack leading to data breach
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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?
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Integration with ITSM & ITOM Tools
èSmart Integration to Facilitate- ITSM tool- ITOM tools (Event Management, Monitoring)- Support single source of record
èPhased approachèValue vs CostèP1 vs P3èK.I.S.S.
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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
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Avoid Point Solutions for Critical Communications
IT Alerting
Security
HR
Business Continuity
Share:• Contacts• Locations• Departments• Comms Engine• Integrations• Contracts• …
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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
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Use the right communication channel
Emails don’t wake people up!
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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
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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
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Key Takeaways
SupportITILServiceOperationProcesseswithCriticalCommunicationOption
PhasedApproachHaveaplan
Integrate smartly
Communicatewithü YourITTeamsü YourStakeholdersü YourImpactedUsers
About Everbridge
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Everbridge
We provide enterprise software applications to automate the delivery of critical information to help keep people safe and businesses running.
Emergencies Community EventsIT Outages Secure
MessagingGeo-Targeting
for Safety
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Who We Are
2,700+ Global
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Everbridge Market Leadership2,700+ Enterprise Customers
4 of the 10largest 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 10largest U.S. health
insurers
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