The business need

In industries where high IT availability is critical to business continuity, such as banking and insurance, reactions to IT failures must be speedy, reliable and traceable to ensure sustained customer service levels at a minimal cost.

While most large organizations have IT incident monitoring systems, they are often challenged when it comes to efficient alarm broadcasting to responsible technicians, escalation of task assignment and tracing of problem resolution. Communications bottlenecks when administrators attempt to quickly reach technicians on duty, lack of response or, conversely, multiple technicians engaging in the same task at the same time, are common reasons behind slow response times or inefficient resource management. Keeping support staff standby 24/7 on site is a cost-intensive alternative – an efficient incident management system must be able to mobilize staff in remote locations. The need for an automated and location-independent alerting and escalation management process is apparent.

The solution

Lekab’s intelligent solution incident management Mobility Add-ons allows you to efficiently minimize IT down time in the case of an emergency, by rapidly mobilizing responsible support technicians on or off-site. The solution integrates with leading service management applications such as Remedy ARS (Action Request System) to automate and track two-way communication with support technicians using your preferred communications channel such as voice call or SMS.

When your incident management system reports an incident, automatic voice calls or SMS are broadcast one by one in order of priority to the mobile phones of technicians on a distribution list, sorted according to their qualifications for the task and current geographical position. A defined time delay is allowed for a requested return SMS response accepting or rejecting the task, before the next person on the list is contacted. The notification process continues until a recipient has accepted responsibility for the assignment. The system then monitors that the incident has been reported resolved within a certain time frame, or sends an automatic call requesting an update from the technician assigned to the task. The complete history of each alert is tracked and logged in your incident management system for future traceability.

Unified Communications

Our multi-channel communications platform offers a flexible choice of multiple input/ output options via a single consolidated interface, including two-way SMS services, fax, e-mail and voice. Thus, user interaction can be automated regardless of the communications channels preferred by yourself and your end users or business partners.

Integration and consolidation

We integrate and consolidate your various business communications systems to a single robust and centrally managed interface. Whether you need to bring together multiple fax, e-mail and voice platforms or merge your various branch office communications solutions, our professional services organisation has long experience of designing and implementing consolidated business communications platforms and integrating them to your business applications.