IT Event Management

This guide teaches users how to create and manage the IT Events and Incidents in Z Suite. Here is a quick video for you get the complete idea of IT Event Management and the role of IT Event Manager

IT Event Alerts

Provides organizations with the ability to accelerate on-call staff response to unplanned IT issues and restore services within their service level agreements. IT Alerting calendar and shift management keep staff on-call schedules up to date and automatically determine who’s on-call (primary and backup), and who to escalate should that be needed. 

• ‘1-click’ conferencing capability means people can quickly jump on a team call. No number to memorize or dial, no access code to enter; get automatically connected to the conference from a voice message, a SMS or an email from anywhere in the world. Incident managers can also easily decline callers or mute participants. 
• Quickly access detailed reports and audit trails. Know instantly who was contacted, via which communication channel, as well as who responded, and at what time. 
• Keep stakeholders and impacted users informed during the resolution process 
• Reduce Noise of alerts coming from Monitoring tools.
• Deduplicate all alerts from monitoring tools. Analytics on Type of Alerts and incidents.
• Highly Customizable to meet business needs
• Improves Mean Time to Resolve.
• Ensure Communication & Collaborative Workspaces for Response Teams during Incident.
• Alert only staff who are on duty or on call.
• Brings responders, stakeholders on to common page
• Incident and communication tracking for Compliance needs.

IT Event Alerts:

IT Event History: Here you will find all the previous Templates. Every detail you see in the Template will be seen here also.

IT Event Templates

Creating a Template: To create a new template, click on the “Create Template” button given on the right top.

After clicking on the “Create Template” button you will be redirected to the page where you have to fill in some details like Template General Details, Fields, Messages, Responders and Settings.

Template General Details:

Incident Template Name: Give the name of the Incident you want to post.

Priority: Click on dropbox, there are “High”, “Medium” and “Low” priorities. Select your priority.

Process Name: if you click on the drop box given there you will see the names of the process already present. Select from them.

Service Impacted: 

Next, we have a Message option, where we can give the information which we wanted to share.

If we select the check below to SMS, then we will have the flexibility of adding up a separate message for Email Notification. 

This is not mandatory but if we want to share a separate message then we can opt for this option.

Next, we have an option of Speech. Where we can convert text to audio, or we can also upload a voice recording, or we can select None.

Next, We have the option of selecting the responders, which we can select the respective responders from the dropdown.

Now we have to select the required Email Format and select the required Settings from their respective dropdowns and click on Save or Submit buttons for saving the new template.

IT Event Analytics

Click on Name of the IT Event Analytics to view it. Here are the Details you find there likeincident Trend, Incident response, Team Response, Alert Trend , Process Close Times,Service status.

Viewing a history:

Incident Trend: Click on History Incident Trend  Here are the Details you find for past incidents launched, Mean Time to Acknowledge, mean Time to Resolve.

Incident Status & No of Incidents per process view modes :

Here we have three types of modes are there like Table, pie and Bar 

In Table View Mode

In Bar view Mode :

Incidents opened by date and Status:

Incidents opened by date, process and Status

In table view Mode

Incident response: Click on History Incident response Here are the Details you find for past avg Time per service ,max Time per service .

Here we have three types of modes are there like Table, pie and Bar 

Meantime to ack per Service and mean time to resolve per service

mean time responded by date, service, and priority

Team response: Click on History Team response Here are the Details you find for past Mean time team response,Meantime Resolved.

Here we have three types of modes are there like line, Table and Bar 

In table view Mode

Meantime team response and Mean time-resolved

Alert Trend: Click on History Alert Trend Response Here are the Details you find for past No of Alerts per Service, Alerts by Date, and Service.

Here we have three types of modes are there like Table, pie and Bar 

no of Alerts Per integration type and no of Alerts per Severity

Process Close Times: Click on History Process Close Time Here are the Details you find for past Open Time, Response Time, Close Time.

Service status :

IT Event integrations

Click on Name of the IT Event integrations to view it. Here are the Details you find there like Integrations App List .

IT Event Management

Companies use IT monitoring tools such as Datadog, Grafana, New Relic, AWS Cloudwatch, or GCP Stackdriver to monitor IT Applications and IT Infra. Users of these tools can configure monitors to send out an email when a certain metric threshold exceeds the acceptable value, i,e if the disk space usage has exceeded 80% of allocated disk space. 

These alerts can be classified as “error”, ”warning”,  ”fatal “ or  “recovered”  messages. On a day-to-day basis, these tools generate thousands of messages, where 95% of them are “warning” messages and only 5% of them need attention such as “fatal” messages. Even in these “fatal” messages, most of the modern applications or IT infra is self recoverable. When an application or IT infra recovers automatically, monitoring does send a follow-up recovery message to inform service back to normal. These messages create lots of noise to on-call support personnel, they have to go through each message and realize when to act on them or when an issue becomes an incident. 

Z-Suite IT Event Management provides an “event intelligent solution” to minimize the noise and activate support teams only when they are needed so that support teams’ time can be used more productively. 

Who Can Access These Features?

1. IT Event Manager : This role will have full access permissions on all Entities belonging to IT Event Management  .

2. IT Event Operator :  IT operator can launch Existing Incident Templates or Create New IT Incidents or View Alerts or  View Integration & Analytics .

3. IT Responder :  IT Responder is the one who is responsible to fix the underlying issue with the Incident . IT responders will receive notification either as SMS or EMAIL or Voice CALL or Push Notifications. Each IT Responder must be first created as a Contact in Zsuite, so that  Staff Scheduling and contact details for Incident related Notifications are available during Broadcast. In case, if the Organization is using Zapoj Workspaces , then contact will be generated as Workspace Member for Team Communications & Collaborations .  Additionally IT responders will have access to Zsuite to monitor incoming Alerts , Metrics , Incident status etc .

IT Responder role users, can only View Incident , Alerts, Analytics and Integration flows. IT Responders can add notes to Open Incidents.

4. IT StakeHolder: IT Stakeholders are the Business owners of Services or Processes, who want to be informed of various incidents and metrics belonging to their Service or Incidents. IT StakeHolders will  get notifications based on their wish to receive it as part of the staff schedule  . IT Stakeholders can be logged in as Zsuite user , this role will have View access on Operations , Analytics tabs only. 

IT Event Management Overview

Companies use IT monitoring tools such as Datadog, Grafana, New Relic, AWS Cloudwatch, or GCP Stackdriver to monitor IT Applications and IT Infra. Users of these tools can configure monitors to send out an email when a certain metric threshold exceeds the acceptable value, i,e if the disk space usage has exceeded 80% of allocated disk space. 

These alerts can be classified as “error”, ”warning”,  ”fatal “ or  “recovered”  messages. On a day-to-day basis, these tools generate thousands of messages, where 95% of them are “warning” messages and only 5% of them need attention such as “fatal” messages. Even in these “fatal” messages, most of the modern applications or IT infra is self recoverable. When an application or IT infra recovers automatically, monitoring does send a follow-up recovery message to inform service back to normal. These messages create lots of noise to on-call support personnel, they have to go through each message and realize when to act on them or when an issue becomes an incident. 

Z-Suite IT Event Management provides an “event intelligent solution” to minimize the noise and activate support teams only when they are needed so that support teams’ time can be used more productively.