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  • Serge Raynaud

Incident investigation by LOG'N'CALL

An incident is defined by ITIL as being “a single unplanned event which causes an interruption of service” and which in certain cases can go as far as paralyzing the activity. LNC's core business is to mobilize personnel capable of resolving these incidents and ensuring the resumption of service as quickly as possible.

In ITIL the problem is “a cause, or a potential cause, of one or more incidents”. The purpose of incident investigation is to find the problem, i.e. the cause, and thus anticipate service interruptions and avoid them.

How does LNC enable incident investigation? Our solution handles critical alerts in the event of a service interruption that require the mobilization of on-call staff, but not only. LNC goes much further and allows great flexibility in the definition of alerts by their nature, their sources, their severities and their treatments. LNC is therefore also used for less important alerts which, for example, indicate the state of the system. By relying on LNC to centralize and log all your alerts, you can better identify problems by correlating potential causes to your incidents. It is an ideal support for building the base of alerts upstream of the incident in order to solve the problems rather than mobilizing the personnel urgently on the incidents.

Example scenario:

  1. The incident: A service no longer responds and triggers an alert which mobilizes the on-call staff.

  2. The investigation shows that the problem comes from the disk space of the machine running the service.

  3. The action proposed to solve this problem upstream: it is to add an alert in LNC by positioning a probe which is triggered when the threshold of 80% of disk space is reached on the machine

Who is in charge of incident investigations? The investigation is carried out jointly by the on-call managers and the production teams. In general, the people who are in charge of the investigations:

  • Have experience in investigating the causality of incidents.

  • Are able to analyze the data collected in order to formulate areas for improvement.

Benefits of Incident Investigations:

  • Constant improvement of the information system. The use of LNC makes it possible to be aware of the problems that occur and to have targeted actions to anticipate and resolve them.

  • Through the history, LNC offers a way to realize weaknesses and take appropriate actions. For example : Thanks to the collection and centralization of alerts, the company can see if one department needs more attention than another and devote the necessary resources to it.

  • Stay on top of all relevant facts.

  • Reduce the volume of on-call treatment.

LNC's added value: The deployment of LNC for this on-call staff makes it possible to : - View/centralize/categorize alerts. - Make the correlations between incidents and potential causes - Use statistics to carry out targeted actions - Build the incident prevention alert base. Opting for LOG'N'CALL is the guarantee of a virtuous circle in the management of your on-call duty. Contact us for more information or a demonstration of the LOG'N'CALL solution.

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