Operations | Monitoring | ITSM | DevOps | Cloud

Call Routing

What is Live Call Routing?

If there’s one essential thing we’ve learned from being in the business of digital operations for more than 13 years, it’s that every business has a unique approach to building resilience with its bespoke tech stacks and processes. Many PagerDuty customers around the world are starting to provide direct access to their on-call teams with Live Call Routing (LCR).

How To Build an Escalation Policy for Effective Incident Management

Regardless of your organization’s size, industry, or security measures, you will inevitably face IT incidents. But what do you do if an incident affects a critical system and your on-call responders can’t resolve it? Does your team have a set of clearly outlined next steps they should take to handle the issue? Answering these questions can be complicated, even more so for large organizations that rely on cloud-based services to fuel their IT environment.

Alert Escalation in Enterprise Alert

Enterprise Alert® is the leading enterprise-class software for automated, targeted, and traceable alerting. But what does “escalation” mean in this case? In the course of my work, be it with new customers, existing customers or even prospects, I repeatedly find that the term escalation is often defined very differently. Therefore, I would like to clarify in the context of this blog what we mean by escalation.

Optimizing Your Alerting Escalation Policy

Reacting to alerts can be a pain, however, there are ways to be proactive and decrease frustration concerning IT Alerting. Developing an alerting strategy saves IT Operations and Development teams time, money, and eliminates notifications from low priority alerts. Keep reading for more information on routing and escalation chains, fielding alerts, and how to communicate an alerting strategy to management.

Building a Smarter Escalation Matrix with Uptime.com

The idea behind an escalation matrix is simple: the situation requires greater authority to resolve. Authority can take many forms, including experience with a particular toolset or simply the proper permissions to flip the right switches. Therefore, escalation must involve putting the proper information into the right person’s hands (well, device).

Escalations and Maintenance Windows Are Critical to Downtime Response

Uptime.com includes several advanced check options to provide the flexibility organizations need in creating a response plan to downtime. Maintenance and planned downtime for patches and updates don’t typically create severe downtime events. With escalations, teams have an automated alert system that contacts designated senior-level personnel with relevant technical data.

Four Reasons to Use an Escalation Policy

Let’s set the scene – an IT professional just received a critical alert, notifying him of an urgent matter. Unfortunately, due to a distracting social event, this professional is completely unaware of the notification. Even worse, he receives incident alerts via email, a communication method which doesn’t have the ability to forward the alert to another person if he doesn’t respond within a short time frame. Maybe he should stop attending social events.

Introducing OpsRamp #OpsQ

With OpsRamp OpsQ, IT operations teams can analyze IT event streams in real-time, extract meaningful insights from events for continuous improvement, drive faster deployments and better collaboration, and reduce downtime with proactive detection. In this webinar you’ll get an overview of OpsQ, including demonstrations of features to drive greater efficiency within modern IT operational environments.

Monitoring that Monitors the Monitors of the Monitors

One way to break the cycle of alert fatigue is by improving the quality of the signals you monitor. That can mean greater resolution at which monitoring data is ingested and processed, smarter statistical methods for aggregating and correlating data across multiple services, or routing alerts through an escalation and incident management system.