An IT alerting system plays an important role in helping to execute the ITIL framework and enable ITIL incident management communication. The right alerting system allows the IT service desk to respond faster and minimize downtime by ensuring the right IT staff are engaged quickly, stakeholders stay informed and users are notified.

The system should easily integrate with your service desk solution, be flexible enough to accommodate your organization’s unique needs and align to the ITIL framework with ITSM connectors.

You Still Need A Solid Communication Strategy

Rather, an IT alerting system facilitates communication by connecting the IT incident management team with the business leaders and the users. Because during a major incident, the last thing you need is to be scrambling to contact key stakeholders and specialists.

Here are some of the benefits you’ll gain by using an alerting system for ITIL incident management:

  • Get faster resolution: Reducing time to resolution from hours to minutes helps businesses save significant money in lost productivity. An IT alerting system is designed to provide timely and targeted communication with one-click instant alerts. This proactive communication can decrease ticket volume during major IT incidents and get issues resolved quicker.
  • Start conference lines easily: Set up and launch custom hotlines and conference bridges so groups can coordinate effortlessly. Keep the lines secure by requesting identification by phone number, user name, PIN number or other company identifier. Your IT alerting system should exceed stringent requirements for security, availability, processing integrity, confidentiality and privacy.
  • Launch auto-escalating alerts: The alerts will continue to ping anyone across designated channels until the message is acknowledged. This means you don’t have to worry about an on-call resource not responding and an alert going unanswered. Plus, IT service desk managers can specify device-to-device escalation rules and user-to-user escalations.
  • Provide alerts via several channels: You need to be able to communicate and send alerts, even if your network is compromised. IT is the lifeblood of any organization. That’s why an IT alerting system that offers secure off-network alerts supported by redundant data centers is so valuable. With 99.5% uptime guaranteed, your alerts always get delivered.
  • Tailor alerts to people’s preferred communication method: You’re able to reach employees on multiple channels, including email, text, voice call, fax, mobile app push notifications and pages. In a major IT incident, you’re likely to send messages on multiple channels, but it’s always helpful to have the ability to send messages via people’s preferred methods.
  • Alert business leaders and users with targeted messages: Target only the people who need to be alerted and avoid “alert fatigue” by reducing companywide alerts. In addition, you can send polls to specific people and capture caller-entered responses to get their status during an IT incident.

Today’s IT alerting tools are sophisticated and can be overly complex. Look for technology that works well within the ITIL framework and mirrors the maturity of your service desk.

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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