The State of IT Automation: New Pressures Invite New Opportunities Read Report

The Triple Threat of Incident Response Automation: Company, Customers, and Team

The Triple Threat of Incident Response Automation: Company, Customers, and Team
August 11, 2017 • Resolve Staffer
Triple Threat Impact on Incident Response

Imagine what reducing Mean Time to Incident (MTTI) from 31 hours to asingle minute could mean for your organization – acknowledging an alarm in 1/1,889th of the current time.

Compressing the time of an Incident Lifecycle, from detection to remediation, can have major benefits to your business’ productivity and bottom-line. This is what Forrester Consulting found of a composite organization’s results and documented in The Total Economic Impact™ Of Resolve Systems’ Incident Response Automation Solution.

Want to read the whole study? Dive in here.

Forrester also identified other critical and quantifiable benefits of error-free decision making with human-guided automation. The largest impacts to you – the triple threat to time-consuming, manual processes – are summarized below:

Impact on your Company

For the first help desk center, we’ve automated 80% of the work. And of that work that’s been automated, 80% is touchless, meaning we’ve automated the entire end-to-end process. – Network Systems Manager, Telecommunications Company

Clearly documenting and automating end-to-end processes will create digital Standard Operating Procedures (SOPs) to help everyone from engineer to technician identify and resolve issues. This could lead to impactful results like a 248% ROI with a payback period of one month. Getting more done faster and with fewer escalations also reaffirms the investment from an unquantifiable perspective: how your IT organization is viewed internally as a proficient and productive group.

Impact on your Team

We’re using the Resolve solution in a way that enhances the technician’s ability. – Director of Engineering, Telecommunications Company

Avoid employee morale pitfalls with consistent incident response. Not only will SOPs help a fast-paced team, but consolidating data into the Resolve system, as opposed to silos of information, keeps decision making and incident response consistent. Alarming, ticketing, inventory, and dispatching viewed in one screen, with automated decision making for L1s, frees up time for L2s and L3s to focus on bigger ticket items. The cost avoidance labor savings were 63% of the total benefits in Forrester’s estimation.

Want to learn more about shifting left? Read the blog post here.

Impact on your Customers

Customer satisfaction associated with reducing MTTI from 1,889 minutes to one speaks for itself. With Resolve Systems, wait times are vastly shortened: One key example is reducing a service desk employee from spending 6 minutes manually gathering data to seeing the same data in 4 seconds. The single pane of glass view gives technicians the ability to more effectively validate the problem. Customers now wait 1% of the time to have issues diagnosed which provides the technician more time to resolve.

Triple Threat Financial Impact of Incident Response

The impact of engaged employees, synchronized operating procedures, and customer satisfaction cause a ripple effect. Not only will you reap financial benefits with labor cost avoidance savings like this composite organization, but your customers will take note of your world-class incident resolution.

All of these results, plus many more, of an enterprise-wide incident response solution designed to accelerate incident resolution will be explored in an exclusive webinar featuring guest speaker Bob Cormier, VP and Principal Consultant of Forrester, and Larry Lien, CPO of Resolve Systems.

Watch the on-demand webinar now.

The Forrester Total Economic Impact™ Study was commissioned by Resolve Systems in July 2017.


About the Author, Resolve Staffer:

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

Recommended Reads

What Is the State of IT Automation Going into 2023?

What Is the State of IT Automation Going into 2023?

Where is automation heading? Business leaders track the latest trends.

Automate. Innovate. Celebrate.

Automate. Innovate. Celebrate.

Automation is the backbone of the digital enterprise.

Observability and Auto-Remediation

Observability and Auto-Remediation

Learn how Resolve addresses alert overload with auto-remediation