Xmatters Adds New Features for Handling IT Incidents
March 04, 2019
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xMatters expanded capabilities to help enterprises reduce noise and optimize incident management. New features include richer alert reporting to ensure IT team accountability, as well as greater control in combating event floods at the individual integration level.

When an IT incident arises, xMatters automatically sends smart notifications to alert and engage the correct resources that can resolve the issue. These notifications are highly targeted and driven by contextual information such as the specific nature of the issue and necessary skillset, on-call scheduling, language, and geographical location.

xMatters’ new reporting allows IT leaders to drill down into the individual notification level and know who was notified, whether or not the individual responded, and whether or not a notification delivery failed. In addition, xMatters also captures data for how engaged users then respond — for instance, whether they then create a support ticket or escalate the issue to a higher tier. This extends the types of event data to which customers have unlimited visibility to include individual accountability.

“Responsibility for service performance is often shared across teams, and becomes more complex in a microservices environment. Notification response reporting helps IT leaders drive accountability across the organization, as well as better understand how their teams are responding,” said Doug Peete, Chief Product Officer at xMatters. “In today’s hypercompetitive markets, it’s no longer just about avoiding the high cost of downtime, which averages at $300,000 for one hour. Businesses simply can’t afford any degradation to performance or they risk losing out to competitors.”

xMatters’ event flood control interface provides end-to-end visibility of incidents across the IT environment. By suppressing similar requests in close succession from noisy systems, xMatters reduces information overload in real-time so teams can focus on what needs fixing.

Authorized users now have the flexibility to enable or disable default event flood control rules for each individual app integration. In addition, users can define parameters on an integration-by-integration basis, creating customized rules that filter out excess noise and prevents unwelcome interruptions.

The new features are available on the xMatters platform today.

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