The Snapshot
Streamlined notification process and reducing the number of unnecessary emails.
Faster issue resolution and improved time to acknowledge alerts.
Consolidated alerts from multiple systems into a centralized platform.
The challenge
The IT team at a financial services firm was overwhelmed by the sheer volume of emails they received, containing events and notifications. Without a proper incident management system in place, it became challenging for the team to detect, notify, and resolve issues quickly and efficiently. The lack of a centralized location to consolidate alerts made it difficult to identify critical alerts amidst the noise of numerous emails. This hindered their ability to respond to incidents in a timely manner and prioritize the work that mattered.
The solution
Devoteam implemented Opsgenie, which provided a centralized location to consolidate alerts, emails, events, and notifications from multiple sources. This solution allowed the team to cut through the noise and find real issues faster. Opsgenie’s capabilities helped the team prioritize critical alerts, streamline the notification process, and reduce unnecessary notifications.
By implementing Opsgenie, Devoteam enabled the team to overcome the challenge of email overload and inefficient incident management. Opsgenie’s integration with various third-party tools, such as PRTG, email sources, and Splunk, further enhanced its versatility and ability to manage alerts from multiple systems in one place.
Devoteam’s role in this success story was crucial in providing the expertise and implementation support to integrate Opsgenie effectively. Their partnership with the financial services firm helped transform their incident management process, leading to improved efficiency, faster issue resolution, and a more reliable IT infrastructure.
The better change
Improved the team’s efficiency and responsiveness: reducing the number of unnecessary emails by an average of 38,500, allowing the team to focus on critical alerts.
Ability to handle incidents effectively: the team improved their mean time to acknowledge alerts by 10% and the mean time to resolve incidents decreased by 34%.
More reliable IT infrastructure: the platform successfully handled 3730 alerts from PRTG, 1444 alerts from email sources, and 1298 alerts from Splunk.
Results
By consolidating and reducing unnecessary notifications, the team is now able to clearly see and prioritise the work that matters, drastically reducing the time to acknowledge and resolve issues before they can impact on business operations! The mean time to acknowledge alerts has improved significantly, achieving an average of 2 hours and 47 minutes this month, representing a 10% decrease from the previous month. Meanwhile, the mean time to resolve incidents has decreased by 34%, with an average of 5 hours and 25 minutes this month. This means that the team is becoming more responsive and faster in identifying and resolving issues, which can ultimately lead to improved uptime and better user experiences.
Manage alerts from multiple systems in one place
Since the launch of Opsgenie, the team has received 3730 unique alerts from PRTG, 1444 from email sources, and 1298 from Splunk, with the remaining 169 alerts being used for testing purposes. This data highlights the versatility of Opsgenie in integrating with a wide range of third-party tools, allowing teams to centralise and streamline their incident management processes.
Conclusion
Finally, Opsgenie’s ability to consolidate alerts and notifications has allowed the team to make sense of the noise and prioritise critical alerts effectively. Opsgenie is enabling teams to work more efficiently and effectively, resulting in a more reliable and resilient IT infrastructure.
For assistance in improving your incident management platform, do not hesitate to contact us or have a look at our dedicated Atlassian Partner Page.
