IT Incidents

IT Incident Management

IT incidentsIn today’s world many businesses depend entirely on core IT systems to function.  Despite system architectures designed for redundancy, occasionally IT operations are interrupted. If an outage occurs within a key system, business operations could come to a halt.  For example, in 2013, American Airlines’ ticketing system was down for five hours which led to delays and cancellation of over 500 flights.  IT incident management teams create processes to avoid widespread outages and to solve outage and other IT systems issues when they occur.  However, the most well prepared plans will not be successful without the right tools.  For IT disaster recovery plans to be executed effectively, mass communication and incident management systems need to be in place.

MissionMode partners with IT disaster recovery managers across industries by providing the tools they need to quickly and easily communicate critical information and implement incident management procedures for fast and effective IT issue resolution.

Primary Applications

MissionMode Situation Center Suite supports IT disaster recovery by serving as a virtual command center for dispersed IT employees to review task assignments, log event status and view a common dashboard on the situation.  Some of the primary IT disaster recovery applications include:

Data Breach – For many companies, protection of personal information is closely tied to business success.  A data breach undermines customer confidence and can result in severe penalties.  MissionMode solutions can support internal and external communications in the event of a breach plus speed incident management and resolution.

IT System Failure – Mission critical systems must remain operational in today’s fast-paced business environment.  An outage in a core IT system can have serious impact on an institution’s ability to operate.  MissionMode tools can help communicate the issue to all who need to know and enable successful collaboration on IT disaster recovery.

IT Viruses – Every day it seems there is a new virus attempting to infiltrate our IT systems.  When a major incident occurs, IT Disaster Recovery teams need to secure back up files and support individual users until the situation is eradicated.

Physical Security Threat – An organization faced with a physical security threat impacting IT systems first needs to take steps to ensure the safety of employees. Next comes securing the facilities and IT systems themselves, MissionMode can help with tools for interactive communications and field information sharing.

Facilities – Damage or power outages at a company or hosting partner location can impact IT system operations.  Employees need to be alerted and advised on system impacts to make appropriate recovery decisions.

 

 

 

MissionMode Solutions

MissionMode has the tools IT disaster recovery teams need to effectively plan for disruptive events. Our Situation Center Suite was designed to enable simple two-way emergency communications and a collaborative virtual command center to speed issue resolution.

Intelligent, 2-Way Message DeliveryMissionMode Notification Center allows organizations to communicate with employees and customers via email, land-line, mobile devices, SMS and more to deliver critical information such as vulnerability of personal information and what to do in the event of a serious virus.  The solution easily integrates with existing HR systems to ensure timely and accurate contact information across customizable mailing lists.  Smart automation rules allow for sequential message delivery, escalation of alerts across devices and more. There are multiple ways for recipients to respond including one touch connection to a conference call.  Best of all, Notification Center is extremely easy to use and can be accessed from anywhere including our award-winning mobile application.

Collaborative Incident Management ToolsMissionMode Situation Center can dramatically improve IT disaster recovery team readiness and ability to effectively manage unplanned incidents by making event management collaborative, simple, and trackable.  The tool can be pre-configured to help IT disaster recovery teams manage a wide variety of disruptive events such data breaches, facilities damage and more by providing a collaboration platform that serves as a virtual command center.  The easy-to-use Situation Center includes a real-time dashboard giving all users a centralized view of event resolution activities and status, team and individual task checklists, event log, a file sharing library for key documents, customized online forms and seamless integration to our Notification Center for message delivery.

 

MissionMode Advantages

Managing incidents like IT system outages, wide-spread viruses and more while minimizing negative business impact takes planning, practice and the right partner.  A partner with the tools, industry experience and support to give you maximum operational control.

Unlike most emergency management systems, MissionMode provides an end-to-end incident management solution.  Because in a crisis, you don’t just need to communicate the problem, you need to resolve it.  MissionMode’s Situation Center Suite was specifically designed to support the five key phases of business continuity management in order to boost your organization’s overall readiness:

Planning

Early Warning

Risk Assessment

Response

Resolution/Evaluation

 

Key MissionMode advantages for IT disaster recovery managers include:

  • Ease of use
  • Virtual command center speeds incident recovery
  • Unlimited contact devices, recipients, teams and templates
  • Cloud-based applications -accessible from anywhere
  • Customized automation rules
  • Template driven – easy to pre-configure for multiple incident types
  • Choose recipients individually and by group, role, location or GIS mapping
  • Recorded voice alerts plus highest quality text-to-speech alerts
  • Multiple ways for recipients to respond including one-touch connection to conference calls
  • Easily integrates with existing customer systems
  • Real-time dashboards for project status at a glance
  • Individual and team level task checklists
  • Interactive field communications provides corporate visibility to incident severity
  • Configurable calling parameters –can cycle through preferred devices and stop when reached