Incident Management Jumpstart
Empowering your teams to stay in control during incidents.
This solution accelerates your Incident Management capabilities - establishing fast, effective processes to ensure your Incidents are met with industry best practice and a reduced Mean Time to Resolution (MTTR). This is backed up with team scheduling & alerting, service definition and automations to save everyone time.
Our ITSM experts have curated this solution based on extensive experience implementing best-in-class JSM solutions for clients of all types.
The outcomes are based on industry best practice, and the deployment is faster than traditional implementations meaning you can access the value of JSM fast:
Centralise all alerts
Aggregate incoming alerts and signals from all your monitoring, service desk and logging applications.
Categorise and prioritise issues
Automatically reduce noise and surface the most important issues to the right team.
Ensure critical issues are never missed
Notify the right people using powerful routing rules and multiple communication channels including SMS, email, push notifications, chat and voice calls.
Make sure you get your implementation right, the first time - and establish a solid foundation for service excellence.
Solution Inclusions
- Incident Management Workshop
A kick-off workshop with key stakeholders (Service Desk Manager, Agents, etc.) to establish goals, understand pain-points and define your Incident response.
- Software Training
A full-day software training course, with presentations, demonstrations and extensive hands-on lab activities.
- Tool analysis & configuration
Implementation of your Incident response process, including configuration and best-practice setup of JSM & Opsgenie.
- Support on-demand
For peace of mind and to maintain momentum, our experts are available on-demand to answer questions, or tweak configuration at any time as you roll this out.
- Enabler workshop
A review and handover of your new Incident process, with a roadmap for continuing your service management maturity.
Solution Outcomes
- A defined and implemented Major Incident catalogue & process
- Configured services and dependencies
- Opsgeneie Teams configured
- Alerting, on-call scheduling & routing requirements documented and configured
- Configured dashboard and reports to monitor success
Most Suitable For
Users of JSM Cloud looking to quickly elevate their Incident management process to reduce future down-time and frustration.