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Mapping Incident Resolution & Process Automation: London Executive Dinner

Mapping Incident Resolution & Process Automation: London Executive Dinner
June 1, 2018 • Resolve Staffer

On 23 May, Resolve Systems hosted incident resolution and response experts at the plush Mews of Mayfair restaurant to discuss automation best practices with time to network over dinner. While the restaurant walls were covered in maps, the conversation was around mapping out network operations, cybersecurity, and IT process automation and incident resolution initiatives.

Step One: Know Where you Want to Go

Resolve Systems’ multinational telecommunications customer spoke briefly at the event about their mapped out, 4 year automation initiative to provide end-to-end digital services with one Center of Excellence (CoE):

  • Retain knowledge and expertise
  • Use automation for optimized network operations
  • Reduce OpEx Cost
  • Improve service and customer satisfaction
  • Simplify IT process automation to reduce escalations
  • Manage change within the organization better for overall process improvement initiatives

With the primary goal of fully automating 50% of activity within the next two years, the presenter discussed the challenges faced when embarking on this journey.

Want to hear why this customer selected Resolve? Watch the on demand webinar now.

Step Two: Start Small, but Start Somewhere

Tribal knowledge, disparate tools within a complex set up, and starting from an engineer-centric organization, how was this customer to achieve their ambitious goal? To reimagine and realize the centralized service orchestration vision, this customer had to start small – pick a use case, pick a department, pick the most menial, recurring task – and automate it away.

The rest of the audience had similar agile automation ideas top of mind.

One of the attendees, a VP at a global engineering company, is responsible for a big cost reduction program, This person shared that although they do need to reduce costs, their primary driver is actually retaining key personnel. Company culture and job satisfaction come into play with this. This is the perfect opportunity to free up everyone, from L1 to SMEs, with automation – so, to start small? Focus on the most mundane use case which is reoccurring or often escalated. To retain the best employees, free up their time for passion projects.

Another issue discussed at the dinner was how automation could help their bored 2nd and 3rd line analysts were with 1st line tickets, and how automation would go a long way to improve the morale of senior analyst, and therefore their longevity in the company. Sounds the same as the last issue, doesn’t it? Beyond cost reduction, this organization’s main paint point is excessive escalations. Using automation like Resolve, they would use the code less automation builder to create closed-loop automation for no touch resolution or create an interactive, human-guided automation for each process step. An audit of the hang ups – where lower level analysts are struggling – can then provide insight into where these issues get escalated. Whether it’s a skills or advanced directory issue, it can also be solved with automation!

Step Three: Slow Down for [Incident Resolution] Curves

With GDPR officially the law of the land creating roadblocks and slowdowns for marketing, legal, security, and IT/data providers, there was a flurry of discussion about their common pain. Half the guests have a GDPR project going on, but all were anxious to see the first wave of fines go out.

As referenced in the GDPR Infographic, 2/3 of enterprises say their Incident Response Plan cannot meet the GDPR requirement of breach disclosure within 72 hours, something must be done.

Resolve can help you comply to GDPR and Australia’s Notifiable Data Breaches Scheme by:

  1. Automatically act on triggered notifications of an incident to validate, diagnose, and respond to security incidents.
  2. Align crucial evidence to a case and capture a record of action, creating breach notification reports with orchestrated response.
  3. Respond to requests faster with automation to comply with the “Right to be Forgotten” and notification.

Want to learn more about GDPR? Read the Definitive Guide Now..

Digital Road Map: Plan for Incident Resolution Success

Where will a digital journey road map lead you? Digital transformation to reduce false alerts and accelerate incident response and resolution is no easy feat, so map out how you plan to achieve this and then talk to Resolve to see how we can help you realize these outcomes.


About the Author, Resolve Staffer:

This post was written by one of the awesome contributors on the Resolve team.

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