The use of on-call penalties is explained by the exceptional nature of certain interventions. On-call payments make it possible to guarantee the continuity of services for the latter. To meet these needs, companies define an alert strategy in line with industry regulations following a 4-step plan:
Step 1: Prepare for different script
To be effective, reflection must be carried out prior to the implementation of on-call management for human, technical and organizational resources. Hence the importance of arming oneself with a tool like LOG'N'CALL in order to automatically alert stakeholders to risks of any kind and thus allow them to be responsive to crises.
LNC is able to trace events of very diverse origin via several media in 60 seconds flat. Depending on the type of incident, several people may need to be alerted. In such a scenario, LNC will be able to send mass alert messages on several channels to warn these people.
Step 2: Automation of incident management activities
This functionality initially facilitates the responsiveness of interventions and secondly the organization of production by easily feeding your CMDBs into an ITIL organization.
Developed with an open API, our solution allows different architectures to interface with alert functionalities for the triggering of on-call duty. It also allows you to monitor your installation and trigger a call from the operators concerned when an alarm is detected. LNC comes with a set of tools to maximize production performance such as:
FTA – Tool to scan log files
MTA – Tool to control the arrival of emails and their content
SNMP2BOX – Tool to monitor SNMP objects
TSUPERVISOR – Tool for monitoring machines and their network services. It also makes it possible to monitor the content of databases and their tables (infrastructure and functional control)
ALERT – Web console for issuing an alert
3rd step: Reporting of incidents
Once the incidents have been identified, the next step is to report them to the right people through several means of alerts. In addition to email, on-call staff can be alerted by text message or by phone call (LNC interactive media) on their own phone and with several numbers, allowing the incident to be properly taken into account. If the responder is unavailable, the system escalates and notifies the next most qualified person to resolve the incident in question.
To provide further management, the tool is not limited to sending events. It gives team supervisors the opportunity to have an overview of the evolution of event volumes, sources of alerts, processing times thanks to post-incident analysis.
4th step: Acknowledgment of alerts
When an operator is alerted by receiving an incident, he confirms that the event has been taken into account by accepting the alert. If he does not answer (or does not accept), the call is considered unsuccessful and the escalation rules allow the alert to be reiterated to the next speaker in the on-call schedule.
LNC is equipped with functions that automatically calculate the on-call periods for the following days, months and years.
The security of the alert system is reinforced by the implementation of a redundancy system (Fail-Over) to guarantee you receive a critical alert.
Opting for LOG'N'CALL means improving your production performance and internal communication for on-call management.
Contact us for more information or a demonstration of the LOG'N'CALL solution.
*LNC: LOG'N'CALL