As a large enterprise or service provider, you are likely grappling with thousands of incidents everyday relating to your network, applications, end-user devices, cloud platforms, and more. These incidents can span application failures impacting users or customers to serious security breaches that can put your most critical data at risk. Not responding to these incidents quickly and efficiently can lead to lost revenue, high cost of resolution, hefty penalties from lawsuits, and severe damage to your company’s reputation.
Many enterprises have explored solutions like IT Process Automation and Knowledge Management for incident response and have failed to achieve desired results. In hindsight, these solutions have turned out to be too simplistic; not taking into account the complex nature of the organizations and systems. Enterprises need to more deeply examine capabilities of Incident Response software from many dimensions to find an effective solution. Let us look at some of these key dimensions.
Not one, but many teams across the enterprise, including Service Desk, Network Ops, Identity and Access Management, IT Apps Management, etc., need to work collaboratively to address an incident. Investment in point solutions designed only for specific silos such as security ornetwork will eventually lead to breakdown on the response process. Resolve is the industry leading software that addresses the needs of all the response teams including content and connectors. Additionally, Resolve is the only incident response automation and orchestration software to integrate the various teams with technology and process, removing all barriers, for cross-organizational collaboration.
Automation is an important asset to address incidents at scale. Unfortunately, most automation tools are designed for a small fraction of situations where the complete diagnostic and remediation process can be feasibly fully-automated. This has undersold the potential for automation in the majority of processes where there is a role for human actions. Resolve provides support for human-guided Automation, apart from the end-to-end automation. With Resolve, automation can be created to perform specific sub-tasks – such as gathering diagnostics data or updating tickets – which can be inserted seamlessly within a manual procedure. Automation results can also be used to lead a human through a guided decision tree to the exact response steps. Adaptable automation supporting human actions is essential for the success of an Incident Response strategy.
New incident types are born every day as new systems are constantly added. It should be possible for SMEs to very swiftly build new standardized responses, either fully automated or partially-automated, to roll out to frontline responders rapidly. As the system is used, frontline agents should be able to flag gaps and obtain updates quickly from the SMEs. A continuous collaborative loop between the knowledge and automation creators (SMEs) and consumers (frontline agents) is essential for long term sustainability of the system.
Resolve provides numerous capabilities such as:
Additionally, with Resolve’s SaaS platform, enterprises can eliminate delays associated with hardware procurement and software setup/test to further accelerate time to market.
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