Hi,
I am exploring possibilities to improve speed and efficiency surrounding our current incident management process.
To put this into context, in the event of a critical Infrastructure incident our current process involves the following set of manual steps:
1. We receive an alert notification informing us that some area of Infrastructure requires immediate attention.
2. We manually create a notification on an internal ‘Trust’ website for tracking purposes (that gets updated continuously until the issue has been resolved).
3. We send an internal email to stakeholders providing notification that we are experiencing an issue.
4. We send an external email to notify affected customers (if applicable).
5. We create a conference bridge. This involves manually setting up the bridge (providing user authentication details) and sending invite requests to relevant stakeholders.
6. Manually send update mails to relevant stakeholders until the issue has been fully resolved.
Ideally what I would like to happen is:
1. We receive an alert notification informing us that some area of Infrastructure requires immediate attention.
2. We dial into a preconfigured conference bridge that automatically sends a separate (customized) mail informing the relevant stakeholders of the issue at hand and provides automated updates until the issue has been resolved.
The less manual process overhead would increase the turn around time for our engineers to resolve critical issues.
Please let me know if this is possible.
Thanks.
D.
