Manage Office 365 Outages with ITSM Integration
September 15, 2020

Sidharth Kumar

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Enterprises continue to invest heavily in modernizing their IT infrastructure. That leaves network administrators and NOC analysts challenged with effectively monitoring an evolving digital landscape, thus meeting the service needs of customers and ensuring that the underlying infrastructure remains resilient. Connecting performance and uptime telemetry from a monitoring tool into incident management systems can yield improvements in corporate employee satisfaction and productivity while accelerating change.

However, despite the efforts in modernizing and building a robust infrastructure, IT teams routinely deal with the application, database, hardware, or software outages that can last from a few minutes to several days. These types of incidents can cause financial losses to businesses and damage its reputation. Sadly, outages caused due to software configuration changes or any other reason still remain valid and exist in the industry today. According to the Ponemon Institute, the cost of an unplanned outage can cost around $5,000 per minute. The longer an outage remains open, the higher the downtime cost to a business along with the potential loss of customers.

Cloud service, provider and Internet outages continue to plague the best network and SaaS designs. Information Technology professionals must respond to these outages on a daily basis.

Several firms today utilize incident tracking and service management tools to immediately mitigate outage risk. These tools can be effective in tracking incidents, capturing details in ticket entries, assigning and escalating tickets, and building custom workflows. But these incident management tools rely on an upstream application monitoring system to send them notifications. Recently, Microsoft Teams suffered an outage due to an expired certificate. Onsite support teams were able to able to detect it earlier, thanks to a well-known modern Office365 monitoring tool available in the market today.

Integration with service management can be configured easily via Alarm Web HooksEmail Hooks, or on-premises log integration. These Web Hooks, once created, can send HTTP post requests to ITSM or the RESTful URL of your choice. With improved API integration capabilities, there are different ways a service management tool can consume and disseminate monitoring real-time alerts. Once the integration channel is configured, test the connection so correlated single or multiple alerts in the monitoring tool show up as resulting incidents in ITSM.

Often, it's not the "what" but the "how" that matters in dealing with service outages. To efficiently track all outages and become productive, IT operation teams need a comprehensive view of all incidents in a single service desk tool. A seamless built-in API integration via Web Hook with ITSM can help teams streamline and efficiently manage their incident management automation workflow. The deployed monitoring agents can collect sensor outage data anonymously and pass this critical information downstream in real-time. Customers can detect outages faster and escalate issues to the right teams quickly.

Sidharth Kumar is Director of Product Marketing at Exoprise
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