Downtime happens. That’s a fact, and it’s nearly impossible to predict. But there are some days when the chances of downtime are higher. Maybe it’s higher-than-normal website traffic, or increased app sign-ups. When planned high-traffic days are on the horizon, it’s a good idea to spend some extra time preparing for the worst.
As Symantec’s Principal ITSM Solutions Engineer, I was tasked 2 years ago with finding a way to quickly and effectively communicate incidents with our customers after a 4-day outage left our customers in the dark. I found Statuspage and knew it was the right tool for the job, offering a single place to send real-time updates to our customers across various channels (email, SMS, Twitter, etc.)
You’ve created a status page that reflects your brand’s look and feel, now let it shine through subscriber emails, too! Email customization is one of our most requested features, so we’re thrilled to announce that it’s now live for all Statuspage customers.
We caught up with three Statuspage customers to learn how their teams come together for awesome incident response. Want to learn from more incident response teams or submit your own tips and stories for us to feature? Head over to our new HugOps hub.
Downtime happens. While it can certainly be chaotic and stressful, if handled properly, it can also be a chance to build customer trust and loyalty. The way you respond to and communicate around incidents and downtime tells customers a lot about what you value. Therefore, it’s essential to show customers you value them by communicating early, often, and candidly during an incident.
You’ve just resolved an incident – congrats! High-fives and #HugOps all around.
Every company depends on tools that help them do their jobs. HR tools, CRMs, chat & collaboration tools, business intelligence tools, marketing automation tools… the list goes on. Bringing another tool into the mix involves approval processes, buy-in from execs, and the occasional boss-nudging for her credit card.
Last month, Atlassian attended SITS 2018, The Service Desk and IT Show. We staffed a busy booth, demoing our software and learning about challenges facing the support managers, analysts, IT directors, and CTOs in attendance. Our own Principal Solutions Engineer, Paul Buffington, also spoke to an overflowing crowd about best practices for incident management. We sat down with Paul to get his thoughts on some of the most noteworthy ITSM trends.
