The mission of information systems supervision is to limit breakdowns by anticipating events, however no one, nor any computer system, is immune to breakdowns. And in this case, communication, whether internal or external, is essential.
Indeed, user information is becoming increasingly important in the event of a disturbance. The expectations of the users in this area are constantly increasing. In the age of "everything at once", reliable information on a disrupted situation is essential.
Supervisory tools at the heart of communication
The supervision tools will often be the first to alert in case of an anomaly in the functioning of an information system. The main users of the application should then not be slow to raise the point with systematically the same symptoms:
- Drastic increase in support requests -> teams are mobilized to respond individually to users and fewer forces are available to resolve the incident
- Regular attempts by users to reuse the system causing the load to increase while the system may be suffering.
Communication with users is therefore essential, both at the beginning of an incident and throughout the incident.
Visible on their SharePoint or in the monitoring interface, a user can immediately know that their application or service is affected by an unavailability and avoid a call to support.
The addition of comments throughout the resolution is also a real communication channel towards users. With regularly updated information, users are informed that the situation is being treated and with a possible announcement of the time of return to normal, users can wait serenely, freeing the teams in charge of the resolution.
The example in and for ServiceNav
For the information of our customers in SaaS mode, we have made available the site https://support.servicenav.io. On the site, based on the ServiceNav solution, we monitor and communicate the availability of the ServiceNav SaaS platform.
Our customers have access to the Services Weather report according to their contract and can see in real time the status of the platform and the availability rate of the platform over the current period.
In case of a disrupted situation on the platform, communication to all our customers is set up. Users are informed in real time and do not need to go through our support.
Users of physical or IT services are increasingly demanding information.
Available and automated communication frees up resources to manage an incident.
Monitoring solutions that are accessible to users via dashboards, integrated into other products such as SharePoint or accessible via APIs to integrate into one's own communication portals are therefore a real time-saver for service providers and a comfort for users. A must for monitoring solutions.
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