How do you manage your alert notifications & escalation procedures in today complex IT?
How do you accelerate response to critical incidents, make sure proper assignment to improve customer satisfaction?
IT Operations & NOC managers are under intense demands to meet SLAs, providing better service to their customers.
With Ayehu eyeShare for Notification & Escalation (N&E) Management Solution IT operations and Network Operation Center (NOC) managers can automate their entire incident notifications and escalations procedures, gaining better control over their incident-routing communication to their employees and customers.
Automating alert notifications to IT operations will significantly improve your application, service availability and reduce the MTTR.
The benefit of eyeShare for Notification & Escalation solution (N&E)
Resolve incidents faster
Assign incidents without human intervention
Remove human error, inaccurate call-process and manual escalation
Real time event management, no delays no mistakes
Remote incident management and resolution
Guarantees delivery of critical alerts to the right personnel
Unified alert notifications and escalations management
Ayehu eyeShare for N&E includes a feature rich suite of professional IT tools:
Seeing the Bigger Picture - eyeShare Unified Dashboard
How it Works:
The Unified Dashboard provides unprecedented transparency for operations staff, IT managers and CIOs
everyone can see, at a glance, what is currently wrong, who is taking care of it and how long until the incidents are resolved. The dashboard shows:
Real-time status of all active incidents across the organization
Incident ownership
Distribution of incidents by severity and priority
Predicted MTTR for each problem-based on how long it took to resolve relevant incidents in the past.
Defining Responsibilities and Escalation - eyeShare Global Shift Management
How it Works: Ayehu eyeShare's web-based Global Shift Management module allows you to define a full shift schedule and escalation paths, specifying exactly who is responsible for which problem at which hour of the day.
This allows you to define in advance who is responsible for different types of incidents at any given time, eliminating the effort of seeking an owner for an incident.
Immediate Contact with Incident Owners - eyeShare Bi-Directional Notification Engine
How it Works:
eyeShare not only defines responsibilities and escalation. When an incident occurs, it automatically notifies the person responsible by any of these methods:
SMS, Email and Instant messaging
Telephone-eyeShare comes with built-in IVR (Interactive Voice Response) and text-to-speech capabilities, enabling it to call IT staff and deliver incident information over the phone.
How it Works:
eyeShare doesn't just send out notifications - it asks if the person notified can take responsibility for the incident, waits for a reply, and performs escalation if necessary.
Eliminates the effort of seeking an owner for an incident, cutting incident resolution time.
If the person notified replies and takes responsibility, eyeShare defines that person as the owner for the incident.
It then starts an automatic incident resolution workflow, and notifies the incident owner when a decision needs to be made.
If the person does not take responsibility for the incident, eyeShare escalates the incident to a superior, as defined in the escalation path.
If a group of people are notified, as soon as one takes responsibility, eyeShare can contact the rest to let them know they can stand down.
