We are excited announcing the release of the 9th generation of our alerting signature product Enterprise Alert! Release 9 contains exciting new features and improvements. Read about all the details in this blog article.
Recently we have received a lot of requests for Enterprise Alert to not only alert on critical situations but to also take a proactive approach to initiate, record and track those situations through ITSM tools such as ServiceNow and BMC Remedy. This post will center around what happens when critical systems fail and tickets are not being created in ServiceNow due to a break in the workflow.
Targeted reliable notifications are the core of any alerting solution. Blasting out emails may be good for quantity, but Enterprise Alert focuses on the quality, this means notifying the right people at the right time. We often see monitoring and ticketing solutions creating an incident and then relying on the emailed recipient to not only identify and handle the incident but also to close out the ticket that is raised.
On-call planning is one of the most popular features in Enterprise Alert and is widely used by users, team managers and administrators. However, in our discussions we keep finding that it is not simply done with 5 minutes of planning. Scheduling often depend on external systems. This can range from a simple excel form provided to HR all the way to a comprehensive billing system such as SAP. As a result, it takes a quite a bit of time to transfer the planned shifts to third-party systems.
Apple announced some time ago that the Apple Push Notification (APN) will be deactivated for sending push messages as of March 31, 2021. To continue to ensure the sending of push messages to iOS devices, we have already implemented push shipping via Firebase in Enterprise Alert 2019. Unfortunately, the change could not be done automatically and requires manual intervention.
Integrations of third-party systems with Enterprise Alert, what is possible? In my work with new and existing customers, I keep coming across the assumption that Enterprise Alert is not able to be integrated with certain third-party systems in order to receive and process events and fault messages from this system. Basically, first of all, we have to say: We can integrate everything that communicates digitally in any way.
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.
“We wanted to have something directly on-prem and exchange our physical servers for virtual ones. Enterprise Alert ensures higher internal flexibility for our technical teams. The product was easy to implement and just as easy to use.” Gregory Beterams, NRB Group
As we are seeing subscription-based software license models ‘rule the world’, one might wonder why they are that successful. And we need to ask the question if they are truly in the interest of customers. A major driver of course has been the rise of ‘software as a service’ which natively involves permanent cost of hosting and operation by the software company on behalf of the customer.
2020 has certainly presented all of us with its fair share of challenges. Small businesses and large organizations alike have been forced to change policies and procedures to adapt to the concept of ‘the remote worker’. As more and more employees are working from home, it is critical that they are set up for success and armed with the tools to address issues that arise, no matter where they are located.
