More and more information systems are running 24 hours a day, and the time slots for using applications are constantly increasing.
Involved? An international presence with teams all over the world, international customers, with different rhythms of life, a democratising use of mobile services at all hours of the day and night.
As a result of these service extensions, IT departments are under pressure to provide applications that are available 24/7, while keeping costs under control and without necessarily extending their workforce.
One of the solutions: On-call duty for technicians or application managers to ensure operation and corrective maintenance outside their normal working hours.
How to integrate ServiceNav in on-call duty? The case of one of our customers.
Our client, an outsourcing company, takes care of a fleet of about 1000 pieces of equipment for its final customer. On this fleet, about 200 equipments are subject to a 24/7 contract. He and his teams have therefore set up an on-call system. (He does not have a 24/7 team).
On each piece of equipment subject to the 24/7 contract (and duly identified in ServiceNav with a label), our client has set up a 24/7 notification to an "On-Call" contact group, with repetition of notifications every X checks (depending on the equipment, but generally every 3 minutes).
It has also set up escalations to a group of "On-call Managers" contacts if after 15 minutes the alert is not acknowledged.
Each time the on-call technician is changed, our customer changes the technician present in the "On-call" group so that he is the one who receives the call:
- Push notification on the ServiceNav mobile application on my mobile phone
(Our client preferred to double the notifications to ensure proper receipt in all cases)
When the technician is woken up by the notification, he can, from his computer and the ServiceNav mobile application, take the alert into account and thus stop the escalation process in order to avoid receiving other notifications and not wake up the manager.
It usually runs a manual check from the mobile application to ensure that the problem is still present. If it is, he can then get up and begin his diagnosis and resolution.
Depending on the case, he can also simply open a ticket that will be processed by a subcontractor.
With ServiceNav, its notifications and mobile application, the on-call technician's work is made easier with a first level of information from bed, the manager waking up only in case of technician failure and information systems working 24 hours a day.
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