8 Important People to Connect with During a Major IT Incident

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Help Desk and Call Centers

Customer service representatives have to contend with increased call volumes from (mostly) angry customers who want answers. If your reps can’t give at least basic status information and customers start venting their frustrations on social media and the blogosphere, things could get ugly.

Major IT incidents and business disruptions occur at every company. When they do, specialized procedures kick in to restore service as quickly as possible. The IT service desk initiates IT’s response by alerting major incident managers, who assemble a major incident resolution team and get to work.

But restoration and resolution are only the tip of the major incident communication iceberg. Really effective major incident communication reaches out to a host of other people inside and outside the organization to share information, receive help, keep people up to date and prevent further interruptions.

In this slideshow, Abbas Haider Ali, CTO, xMatters, Inc., outlines eight important people to connect with outside the resolution process.

Abbas Haider Ali brings over 15 years of experience in networking, cloud-based services and multi-modal communications. As CTO of xMatters, he’s responsible for evangelizing the adoption of communications-enabled business processes, and has worked closely with more than 400 global IT organizations to create a vision for adopting intelligent communication strategies across business scenarios.


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