Unified Incident Management (UIM) is a new approach to managing today's incident fault remediation, as well as complex administrative and routine tasks.
UIM was developed based on the realization that an effective management of incident and events requires going beyond a single dimension, one directional process, as well as a product that will enable its users to create and implement new workflows in minutes.
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How it works
UIM takes a holistic approach to incident management and allows IT professional to integrate, orchestrate, and automate all or parts of the resolution process.
UIM provides IT professionals with the ability to create incident management resolution workflows that include bi-directional communication as well as flexibility to automate some or all of the resolution process (people and IT tasks), all while maintaining control, keeping an audit trail, and ensuring a timely, accurate and effective resolution process.
eyeShare for Unified Incident Management
Ayehu eyeShare for Unified Incident Management is the first solution in the market to combine the different elements required for an effective incident management process:
from enabling the most effective notification and escalation process, to providing those involved in the resolution process with the ability to initiate an automated corrective actions as part of the entire process.
Ayehu eyeShare unifies prevailing processes that involves notifying people, personal taking ownership of an issue, running remote actions and experts making decisions. All that, with just click of a button, while maintaining control over the resolution process and the automated actions being used.
As a result, the availability level of critical systems improves and so does the quality of service.
Identifying events by using eyeShare rule Engine, correlation, aggregation and filtering mechanism
Proactive events management throughout automated workflows
Manage processes that have a mix of scripts and human decisions/actions
Allow management to know who took ownership at each given point
Notification and escalation abilities by using various communication channels
Bi-directional communication channels (Email, SMS, Phone, IM) that allow remote control and allow personal to actively take ownership of an incident
Managing people and shifts by using eyeShare integrated shift management system.
Central dashboard that allows real time status report, Events documentation and statistics reports.
eyeShare for UIM Capabilities
eyeShare Executive Dashboard
Shows real-time status of incidents, ownership, severity and priority.
Predicts Mean Time to Recovery based on historic recovery times.
In-depth reporting on problem resolution performance - incident resolution rates, SLA breaches.
Complete toolset for continuous improvement of your process.
eyeShare Workflow Studio
Documents and guides the entire problem resolution process.
Defines automation for problem resolution steps - eyeShare can automate all common IT activities.
Automates simple decisions - based on data like device status or system parameters.
Notify a human and wait for response when a call needs to be made.
eyeShare Rules Engine
Integrates with existing monitoring systems - including CA Unicenter, IBM Tivoli, HP, BMC Patrol, Nagios, or What'sUp Gold.
Converts expert knowledge into diagnosis rules - stops experts from becoming a bottleneck.
Automatically diagnoses IT problems and identifies the correct resolution workflow.
eyeShare Task Automation Library
eyeShare can automate most problem resolution steps - get CPU activity, restart service, ping a machine, query registry, restart application pool, and so on.
eyeShare can also execute existing scripts or C#/VB.NET code.
Reduces manual work and cuts time to recovery.
eyeShare Notification Engine
Allows you to define a full shift schedule and escalation paths - clarifying who is responsible for which types of problems.
Notifies relevant staff automatically by SMS, Email, IM, or phone - using advanced IVR technology.
Ensures someone replies and takes ownership of the problem - within seconds.
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