Communication is critical to successful IT incident management but it’s not always an easy problem to fix.

It’s important that incident managers take control of their communication and put procedures and tools in place to ensure they’re communicating in a timely, efficient and clear manner with IT support teams, key stakeholders and users.

While the communication process is key, having the right IT alerting system can provide the support and structure you need. Instead of spending time using several different systems to reach everyone, why not use an unified system that allows you to send tailored messages to each of the main groups you need to talk to, exactly when you need to.

So, what are some of the other benefits of using an IT alerting system?

  • Speed up your resolution time: If resolution time is one of the KPIs you track, having an IT alerting system that allows you to reach out to every member of your IT support team at once and then seamlessly set up a conference line will save you time.
  • Create conference lines immediately: Set up and launch custom hotlines and conference bridges so groups can coordinate effortlessly. Send out conference information to every support team member and stop wasting time waiting on them to join.
  • Set up auto-escalation paths: With auto-escalation paths, your critical IT alerts are sent through various channels until the IT resource responds. Plus, IT service desk managers can specify device-to-device escalation rules and user-to-user escalations.
  • Don’t just email – text, call, page, etc.: With a secure, off-network IT alerting system, you can always reach your team – even when your own systems are down. And with the ability to send alerts on a variety of communication channels, you can always reach your people. With 99.5% uptime guaranteed, your alerts always get delivered.
  • Let your team select their preferred communication channel: Not everyone wants to get alerts via text, so give them the ability to choose the most effective communication channel – whether it’s email, text, voice call, fax, mobile app push notifications or pages.
  • Target specific messages to different groups: One message doesn’t work for every group, so make sure you’re sending out targeted messages that address each specific group’s concerns and needs. Avoid alert fatigue and improve engagement by avoiding these generic messages.
  • 100% current contact information: You don’t have to worry about whether your contact database is accurate. With an IT alerting system that is connected to your HR databases and automatically updates data, you’re guaranteed 100% accuracy for the entire organization.

To learn more about how to improve your organization’s ITIL communications, download our new eBook, “Make Communication Your Secret Weapon In ITIL Incident Management.”

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