Incident Management
Elevate your incident management with rapid notifications and anywhere response, ownership transparency, digital reporting and much more
- RRe-imagines your incident management
- RTrusted by 1,000+ customers globally
- RTop security and data privacy
- RUp and running in 5 minutes
Next-level Incident Management
Well prepared for the unexpected major Incident
Incident management aims to manage the lifecycle of all incidents. And the simple goal is rapid response and resolution, hence IT and OT uptime.
SIGNL4 is the perfect tool to accelerate and mobilize critical parts of the incident management process. It has a significant impact on the effectiveness and efficiency of handling time-sensitive and major incidents.
“This system works as advertised and the perpetual notifications until acknowledgment really helps when things go bad in the middle of the night. Also love the fact you can setup a chain so that if the 1st responders do not reply in a set period of time, it will start alerting the next person on your list.”
How SIGNL4 works
SIGNL4 is a cloud software for advanced incident management and alerting, streamlining and improving all sub-processes of the incident management cycle with a strong focus on anywhere response and handling
Cutting through the noise
Event Logging & Categorization
SIGNL4 receives events from IT and OT monitoring and operational tools. SIGNL4 streamlines categorization of events. Its event processing engine helps to filter “noise from signals” and to categorize incidents. Features like de-duplication or auto-recovery delays before “creating” an incident and kicking-off the incident notification workflow help to increase effectiveness of incident alerting. On top of all SIGNL4 helps to route the incident alert to the right team and its members on duty.
When minutes matter
Rapid Incident Response
In many organizations, incidents go to 1st level support, e.g. an own NOC or a 3rd party service company, before being directly handled by experts. SIGNL4 can facilitate an effective notification process for major and critical alerts which often even enables to make the entire 1st level support or parts of it obsolete.
With its effective categorization and the ability to route alerts to responsible teams and workers on duty, SIGNL4 can limit the number of false alerts and make the very evaluation obsolete that is usually done by 1st level support. The typical “filter function” of 1st level support becomes unnecessary.
Accelerate your handling of major incidents
Handling of major Incidents
Major incident needs special care. They are defined at incidents that cause serious interruption of business activities and need to be resolved with greater urgency, i.e. faster and with dedicated resources.
SIGNL4 provides various features dedicated to responding and resolving major incident in the shortest time possible. Its targeted, mobile alert notifications make sure the right people get notified. The delivery tracking and rapid escalation features ensure that somebody responds in a timely manner. The built-in on-call duty scheduling and calendar ensure the software always has an escalation path at hand it can process automatically. User and team synchronization keep phone numbers and other contact information up-to-date.
The ad-hoc collaboration features facility a smooth coordination of troubleshooting, root-cause-analysis and resolution work. Even across teams.
And the unique anywhere remediation capability of SIGNL4 enables to troubleshoot and to remedy incidents from wherever personnel is located.
Transparency makes a difference
Incident Monitoring and Escalation
SIGNL4 provides unmatched transparency of ongoing incident management. As alerts can and need to be confirmed and acknowledgement using multiple channels, e.g. from the mobile app or by replying via email, there is always a clear record of which incident is handled by whom. And this information can be accessed from anywhere in real-time, e.g. from the mobile app. Additionally, incident ownership information, incident annotions and other action records are looped back into the IT monitoring or service desk tool. From the app, each incident owner can be contacted by a single click using all communication channels that are available.
The automated escalation feature of SIGNL4 goes beyond what the ITIL incident management process suggests. It is targeted towards a more rapid response and the escalation feature kicks in much earlier than the SLA-based escalation.
Digital journaling
Incident Evaluation and Reporting
SIGNL4 also provides helpful features to get an insight into handled incidents. The timeline provides a comprehensive history on notifications, actions taken and resolution steps. SIGNL4 also delivers automated post-duty reports on all incidents that happened, their owners and the handling timeline. This provides great insights and is of help in evaluating incidents.
Keeping everybody in the loop
Proactive User Information
SIGNL4 also has built-in features to pro-actively inform users who are affected by service interruption. This includes the ability to update these users when the handling of the incident progresses and finally can be resolved. This helps affected users to prepare for service unavailability and reduces unnecessary helpdesk calls.
Can I receive after-hours phone calls?
Problem Management
SIGNL4 is designed to facilitate a rapid incident response and resolution but sometimes incidents need to get transferred to problem management. SIGNL4 can be easily linked to an ITSM tool including ServiceNow, Heat, Micro Focus Service Manager and most others. This enables the automated or semi-automated creation of a problem management record from an unresolved incident alert.
Can we connect our existing systems?
Incident Management with powerful APIs
SIGNL4 incident management integrates with ITOM, ITSM, SCADA and others system via Email, Webhook, REST and 2-way connectors. It consolidates events and alerts from multiple sources. We have tested and verified 175+ integrations. The powerful REST API also allows to sync schedules from other systems and we provide sample scripts on Github.
Summary
Incident Management with SIGNL4
SIGNL4 adds value to basically all sub-processes of the incident management process. It saves costs, increase effectiveness of incident response and resolution, introduces a new “anywhere” quality of incident management. It is in particular helpful to accelerate response and resolution of major and close-to-major incidents. SIGNL4 represents a must-have incident management tool if availability of your IT and OT is crucial.
Next Steps
Learn more about SIGNL4 and start your free 30-days trial of Incident Management
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How effective Incident Notifications and Ownership Transparency change the Incident Management Game
Meet restless Ralf
Ralf is in charge. In charge of various applications that are used by hundred thousands of customers. His company hosts IT services and applications for major insurance companies. Ralf loves his job. But it is a lot of responsibility, too. And Ralf used to not sleep very well. It has only been a few weeks ago since they had to deal with that major incident at night – and it was even worse than the one last year. One of the applications he’s in charge of simply stopped working at 2 am.
But Ralf didn’t find out until much later
When he woke up at 6 am and turned his cell phone on (which he switched off to protect his kid’s sleep) he was immediately bombarded with menacing mailbox notifications. Oh gosh, he knew he was in trouble when he checked those voice mails. He didn’t know what was worse – his boss or his company’s client. Customers of the insurance company in overseas had been unable to use some of their services including the mobile app since their early morning.
He immediately called his boss and the client, telling them he’s on the job, tracking what happened and figuring out how fast they could fix it. Uh, what a job to calm down the client. He then started calling his team – one team member after the other, attempting to nail the problem down. First of all Peter who he remembered being on call this week. But Peter didn’t answer the phone. What was wrong with that man? Ralf started boiling. He called another team member and was told that Peter had been trying to find a stand-in last night because his son had broken his leg at a football game. But who had jumped in as a stand-in?
Meanwhile it was 7 am
Finally, he reached Mike. Mike had jumped in for Peter. But Mike claimed to have not received the alert notification that had been sent by email and text. Ralf didn’t want to finger point, but in all fairness, Mike had never been the most reliable person. Unfortunately, he couldn’t prove anything as he didn’t have any track record of the alert message and its delivery. Their monitoring tool didn’t produce any notification records. On top of it all, Mike claimed that although he had seen the incident early that morning – he didn’t feel responsible for it, as he was certain that only the network team could solve the issue. After all, it wasn’t anything that had to do with their application not running. Right…
Ralf then tried to setup a call with the network team – what a morning – he couldn’t get hold of anyone there. And he didn’t have access to their on-call calendar. At 7.30 am, Ralf gave in, fired up is notebook and started to dig into the IT stack himself. At 9.15 am he seemed to have found a potential cause – so, apparently, if you want something done, do it yourself. It still took him, his team and the networks guys until 10.45 am to fix the issue and to have everything up and running again. Unfortunately, this hadn’t been the first disruption of crucial services. The reputation of his company as well as his own was at stake.
Ralf’s Team needed a Tool
He knew what he wanted. Gaps and bottlenecks were easily identified. He needed to respond to such major incident much better. So, his and his team’s top priorities were:
- 100% reliable alert notifications that were traceable, so there is clear accountability
- A ‘who’s on call’ that was accessible, ideally from a mobile phone, to check what’s going on
- Some good and transparent on-call scheduling, to comfortably ensure timely responsibilities
- Automated alert routing to the person on call, to make sure incidents are not overlooked
Above all, he needed to stay in the loop. So, he could provide his boss and his client with the answers they were looking for.
What Ralf needed for himself and for his Role was even more
- To be looped-in when the “sh…hits the fan”. And yes, please persistently, on the red line…
- See who’s taking care of what, so he doesn’t need to run after the information he so desperately needs
- Ideally, some sort of early morning, post-night-shift report with incident ownership information
- And finally, some way of easily setting up a conference bridge. With his team or even cross-team.
Ralf needed a tool that would ensure a reliable means of “letting the right person know” and deliver the desperately needed transparency about incident accountability and resolution progress.
Ralf looked at SIGNL4 and knew he’d found what he was looking for. And even more.
