Effectively Manage Your IT Infrastructure With The Alert Management Module
Organizations today use a wide range of apps and services as part of their IT infrastructure. This includes a combination of private and public clouds, third-party apps, security services, databases, and so on.
With such a complex infrastructure in place, organizations face the challenge of monitoring the uptime of all these services to ensure continuous business availability. Because, all it takes is one critical service disruption to have a serious impact on employee productivity, customer experience, and brand reputation.
According to reports, an average IT outage costs an organization somewhere from $72,000 to $300,000/hour. And, over 50% of Fortune 500 companies experience an average downtime of 1.6 hours every week.
To avoid this, IT and DevOps teams rely on monitoring tools to constantly keep a watch on their IT infrastructure. But just investing in monitoring tools alone won’t solve the problem.
Modern Ops teams need a tool that can monitor and identify service disruptions, provide the Ops teams with necessary insights, and enable them to act upon them on time. And, not just that! They should also seamlessly integrate with their existing service desk software and should also offer alert reports for every asset in an IT infrastructure based on historical data.
Without a proper system in place, Ops teams often drown in a sea of alerts and spend too much time manually going through each alert and identifying their course of action.
We, at Freshservice, wanted to solve this problem. We want to build a unified service management experience that offers the Ops teams a new way to monitor all their alerts from one place and act upon them immediately by routing them to the right teams.
This led to the conception of Freshservice’s Alert management system.
Introducing Alert Management in Freshservice
Alert management system (AMS) in Freshservice allows you to get a holistic view of your IT infrastructure. You can connect all your monitoring tools, set workflows to identify critical alerts, and assign them to relevant teams to resolve them on time.
Key features of alert management
Easy setup with out-of-the-box integrations
Setting up your Alert management system is really simple in Freshservice. It only takes a few minutes to integrate your monitoring tools and bring all your alerts into Freshservice.
At the moment, we’re offering native integration for over twelve monitoring tools and we’re looking to add native support for more monitoring tools in the upcoming months.
But, that doesn’t mean you can’t connect other monitoring tools. We also have a custom integration option that will allow you to connect your monitoring tool with Freshservice. If you wish to know more about how to integrate your monitoring tools with Freshservice, click here.
A unified view for all your alerts
The Alert module on the left sidebar gives you a unified view of all the alerts from different monitoring tools. You can use this module to drill down and look into specific alerts and also associate them with relevant incidents if needed.
Achieve inner peace with Alert grouping
A lot of customers we spoke to said that they either had a dedicated team or spent a lot of their time manually going through each alert and make a decision on how to handle them.
With alert management, we’ve tried to reduce this burden through alert grouping. Instead of receiving multiple alerts for the same issue, we group similar alerts under a single entry. So, clicking on one alert will give you a consolidated list of all the alerts generated. This will save Ops teams from alert fatigue and will allow them to focus their attention on critical alerts.
Automate Alert-based incident creation
With Alert management, you can configure rules to look out for specific alerts and create incidents. You can also set conditions to route these incidents to specific teams. We call these Alert rules. This will help you to automate your alert identification and resolution process.
Everything is connected
The Alert management module is tightly integrated with the Incidents module in Freshservice. By clicking on an incident, you can get information on all the alerts associated with it. Similarly, clicking on an alert will also show the incidents that are associated with it.
This feature along with alert-based incident creation plays a major role in bringing service and operations management teams together.
Auto-remediation and reports
Another thing we’re personally excited about is the auto-remediation of alerts. We’ve designed the Alert management system to automatically mark an alert as resolved if the alert status reverts back to normal.
We’ve also introduced alert reports that will help you study alert trends across your infrastructure, get insights, and use them to optimize your infrastructure for performance and cost.
And, all this is just the beginning. We’ll be rolling out more exciting features and enhancements to our Alert management system in the upcoming months.
To know more about alert management and its features, click here.
Cover design by Sharmila
