Manual Incident Management vs. Orchestrated Incident Management – A Tale of Two Processes

Manual Incident Management vs. Orchestrated Incident Management – A Tale of Two Processes

Manual Incident Management vs. Orchestrated Incident Management – A Tale of Two Processes

 

Recently we shared a blog post that explored what orchestration, how it can be used and several of the many existing business benefits. Today, we thought it might be helpful to dig even deeper and provide a real-life scenario to demonstrate the vast difference between manual and orchestrated incident management. So, without further ado, let us present to you: a tale of two processes.


Manual Incident Management

Meet Manual Joe, an IT administrator who is tasked with keeping the sensitive information of his employer secure from potential breaches. Unfortunately, Joe is buried under a sea of manual tasks, processes and workflows.

Whenever an incident occurs, it almost always means a stressful afternoon for Joe and his team. First, they receive an alert letting them know something is wrong. A hard drive has failed. A system or portion of the network isn’t functioning properly. The website isn’t responding. The list goes on and on.

Manual Joe and his team respond to these alerts by implementing a series of documented manual processes. As the day goes on, Joe’s team has to spend hours of their time hammering out these tasks and monitoring their progress. They constantly have to log in and out of various systems and leverage different tools in order to perform their job duties. It’s a huge drag.

When they are able to resolve an event, they’re elated. Unfortunately, this doesn’t happen nearly as often as it should. Instead, Joe and his team find themselves running in circles, chasing their tails and frequently wasting precious time and resources on things like false positives. Complex issues often have to be escalated to senior level agents, which results in frequent delays and a whole lot of frustration.

Meanwhile, because they are overworked and mere mortals, keeping up with the volume of incidents is becoming an exercise in futility. As a result, critical events are allowed to slip by undetected until it’s too late. In some cases, the entire organization suffers as a result.

Perhaps what frustrates Joe and his team members the most, however, is that they are all extremely talented individuals who bring a lot of value to the table. But since the vast majority of their time is spent putting out fires and carrying out repetitive, mundane tasks, those skills and talents go unused. Not only is this affecting the morale of the IT department, but the business is also missing out on the opportunity to achieve greater performance through IT innovation.

This is the life of Manual Joe and his team, day after day after painful day.


Orchestrated Incident Management                                                                                                                  

Down the street, there’s another organization where Orchestration Jane is employed. She too is an IT administrator, but unlike Joe, her company has invested in a powerful orchestration and automation platform which she and her team use to their fullest advantage.

With orchestrated incident management, Jane is able to automatically remediate the vast majority of all incoming alerts and incidents. In most cases, neither she nor her team needs to get involved in the process at all.

In an orchestrated environment, when an incident occurs, the platform automatically identifies it and implements the appropriate course of action to resolve the issue. The orchestration tool can handle every step of the process, from opening an incident ticket to keeping that ticket updated on steps taken or progress made. Once the incident is effectively resolved, the orchestration tool then updates and closes the ticket. All of this is done without any manual effort from Jane or her team.

In instances for which automated remediation cannot be achieved, the escalation process is also carried out by the orchestration platform. The appropriate individuals receive notification and can respond remotely via a number of different methods, including email or SMS text. If the initial contact does not respond in a timely manner, the next appropriate individual will be notified, and so forth. This eliminates costly and frustrating delays.

Jane and her team particularly appreciate the fact that with orchestrated incident response, there’s no need to write, deploy or maintain scripts. Instead, the platform seamlessly integrates and coordinates actions across multiple systems, servers and tools. This is a huge savings of time for the IT department.

In addition to incident response, the orchestration and automation platform Jane’s company uses also allows her to proactively schedule and execute maintenance tasks. This helps to keep the infrastructure functioning better and reduces the number of alerts that will ultimately occur.

Finally, because Jane and her team isn’t bogged down by time-consuming manual tasks, processes and workflows, they are able to focus their attention and apply their skills to higher-level projects, such as those involving planning, innovation and growth. As a result, Orchestration Jane and the rest of her crew look forward to going to work every day because they know their abilities are being put to good use.


The fact is, each of these scenarios is being played out in IT departments across the globe and in just about every industry. If you can relate more to Joe than Jane, it’s time to make a change in the right direction. Start your free trial of Ayehu orchestration and automation platform and experience for yourself what an incredible different orchestrated incident management truly can make for your organization.

Be like Jane. Download your free trial today!

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