IT On Call Alerting and Duty Scheduling

Respond up to 10x faster to unexpected critical IT incidents

The Challenge

Knowing about IT incidents as fast as possible is key in 24/7 IT Operations & Service Management. Especially during out-of-business hours. However, critical incidents or IT problems are often communicated poorly:

  • Either by email only with no sense of ownership or delivery tracking
  • Or by broadcasting an issue to the entire team
  • Without considering responsibility or duty schedules
  • Without strong escalation features

This not only leads to confusion about who taking care of what (“broadcast dilemma”) but also creates “alert fatigue”. Both deficits ultimately lead to poor responsiveness.

Solution

SIGNL4 allows for fully automated and targeted alert notifications to responsible IT engineers on duty/on call. The combination of mobile push, text and voice ensures a timely response.

SIGNL4

  • extends any IT monitoring systems with mobile real-time notifications considering availability and duties
  • built-in duty scheduling for drag&drop planning in your browser
  • routes alerts automatically to IT staff on duty
  • notifies persistently until acknowledgement
  • escalates to a management person if an alert is not confirmed in time
  • supports rich and actionable alert messages information, easing the decision whether immediate actions are necessary or not
  • reports on alerts and responses after each shift/duty

Results

SIGNL4 is the easiest way to send major and critical IT alerts to your team. It increases uptime of business-critical IT systems through a much faster response (meantime-to-respond). Users of Signl4 claim an up to 10x faster response over manual notification processes.

Mobile Alert Management

Sample Integrations

On Call Scheduling with SIGNL4

Shift Scheduling SIGNL4

SIGNL4 provides integrated, easy to use on-call scheduling. It provides for automated routing of critical alerts to staff on duty. All you need is your browser to schedule your team’s availabilities. Here is a list of on-call scheduling features:

  • Schedule multiple people for the same shift
  • Total planning flexibility including overlapping schedules/time slots
  • Schedule shifts and duties ahead from your browser
  • Full screen view and 3 zoom levels for great usability
  • Automated punch in/out of team members based on the team’s schedule
  • Granularity of 30 mins in scheduling
  • Display of next shift start and shift end in the mobile app
  • Simple stand-ins by punching in/out from within the mobile app
  • Handover assistant to display shift patterns in the scheduler
  • Automated post-shift reports if handover assistant is switched on
  • Past shifts are locked for audit reasons
  • Minimum staffing level enabled based on the number of scheduled team members
  • Time zone  support

Sample Videos

On-Call Duty Scheduling

Manager Escalations in IT On-Call

Mobile IT Alerting for Splunk

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Basic Principle

Mobile Alerting with SIGNL4

Critical events and alerts in IT monitoring or IT service desk tools like Azure Monitor, Splunk, Pingdopm, Datadog, SCOM, etc

Event categorization, enrichment and smart routing

Alert notifications via persistent push, voice, text to staff on duty with tracking, escalations and ownership