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The State of Incident Management: Lack of Automation Hinders Speed of Response to IT Outages and Incidents

Lack of Automation Hinders Speed of Response to IT Outages and Incidents

The State of Incident Management

Lack of Automation Hinders Speed of Response to IT Outages and Incidents

with Roy Atkinson , vincent geffray
Tuesday, Jan 17, 2017

Register now!

Incident management is one of the primary processes of a support center. In order to better understand the current state of this process—which gives insight into the state of IT in general—Everbridge conducted a survey of 152 IT professionals, seeking to better understand the frequency and severity of incidents. In this webinar, HDI’s senior analyst, Roy Atkinson, and Everbridge practitioner Vincent Geffray will engage in an exchange of ideas and questions about the Everbridge survey and findings, also introducing elements of HDI’s own 2016 research findings. Some items under discussion will be:

     
  • The number of major incidents experienced
  • The effects of IT incidents and outages
  • The average cost of IT downtime
  • Response times for various support channels
  • Customer satisfaction with the support center

Register now!

* This webinar is being hosted on HDI's BrightTalk channel. You will need to have a BrightTalk account to register for the webinar. Fortunately, registration is free!

About Our Speaker(s)

Roy Atkinson
Roy Atkinson
Group Principal Analyst
Roy Atkinson serves as CEO and Principal Advisor for Clifton Butterfield, LLC, a business advisory practice, and is one of the top influencers in the service and support industry. He is a Fellow of the Institute for Digital Transformation and a member of the HDI Strategic Advisory Board. Roy received the HDI Lifetime Achievement Award in 2019. He holds a master’s certificate in advanced management strategy from Tulane University’s Freeman School of Business. Follow him on Twitter @RoyAtkinson
Vincent Geffray
vincent geffray
senior director of Product
Vincent Geffray is Senior Director of Product Marketing with focus on IT service alerting, IT team collaboration and process orchestration at Everbridge. He has over fifteen years of experience in the IT operations and service management space, with expertise in critical communications, IT service alerting, application performance management, IT process, runbook, and workload automation. Vincent holds a MS in mechanical engineering and computer science, two certificates from MIT Sloan School of Management and has an international experience and he worked in Europe and in North America.

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