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More and more information systems are operating 24 hours a day, and the production windows for applications are constantly increasing.
The reason? businesses with international presence, with teams all over the world, international customers, operating at different times of the day and night.
As a result of these extended service requirements, IT departments are under pressure to make applications available 7 days a week and 24 hours a day, while controlling costs and without the need to increase headcount.
One of the solutions: The constraints of technicians or application managers to ensure the functioning and corrective maintenance outside their usual working hours.
Our client, an outsourcer, takes care of an estate of about 1000 devices for their end user. About 200 of these devices are subject to a 24/7 contract. So they have, within their team, an ‘on-call’ system. (they do not have a team posted 24/7).
On each device subject to the 24/7 contract (and duly tagged in ServiceNav), our customer has set up a 24/7 notification to a group of “on call” contacts, with repetition of the notifications every X check reruns ( it depends on the device, but usually every 3 minutes).
They have also set up escalations to a group of contacts “Managers on call” if after 15 minutes, the alert is not acted upon.
At each rotation of on-call technician, our customer changes the technician present in the “On call” group so that it is they who receive:
– Push notification on their mobile via the ServiceNav mobile app
– SMS (text)
(Our customer preferred double notifications to maximise the chances of receipt in all cases)
When alerted by the notification, the technician can, from his smartphone and the ServiceNav mobile application, acknowledge the alert (thus stopping the escalation process to prevent receipt of duplicate notifications and not alert the manager).
Typically the receipt of the alert results in the initiation of a manual check using the mobile application to ensure the problem is still present. If this is the case, the technician can then get up and start his full diagnosis and resolution.
Depending on the situation, the technician may simply open a ticket to be processed by a subcontractor.