SYS-CON MEDIA Authors: Liz McMillan, Elizabeth White, Pat Romanski, Gary Arora, Zakia Bouachraoui

Blog Feed Post

Integration Spotlight: Communication Tools

To ensure applications meet customer expectations, many organizations deploy numerous solutions to monitor, alert, analyze, and share information. Finding the best tool for the job often results in several different teams using different tools and confusion over which tools are best or where to look first when trying to resolve an incident; hence, the purpose of this series. Each blog will cover a description of the category, vendors, common features of the tools, and relevant Catchpoint integrations. Categories to be covered include:

  • Application performance monitoring
  • Alerting and notification
  • Collaboration
  • IT operations and analytics
  • Configuration and release

Communication methods have evolved. Long gone are the days of the Pony Express, as individuals are now looking for near-instant communication and ways to collaborate. Email used to be the preferred method of communication but that is slowly being replaced by collaboration and messaging platforms.

These platforms include features such as:

  • Instant individual and group chats
  • File sharing
  • Workflow automation
  • Task management
  • Video and voice conferencing

With today’s distributed workforce, being able to quickly communicate and collaborate with team members in different locations can increase employee and organizational productivity. Communication and collaboration are important at all times, but one of the most critical times is when trying to resolve an incident. When systems are not behaving as expected and customers are unhappy, every second counts. Being able to quickly communicate and access the relevant information can lead to faster incident resolution.

While organizations are becoming flatter, work is still sometimes done in silos. There may be multiple teams trying to resolve an alert for their area of focus, and the events are all related. Collaboration tools help to remove the communication silos and mystery of what other teams may be working on.

One of the most frustrating aspects of incident resolution for me was the seemingly constant interruptions from people asking for status updates. It sometimes seemed like more time was spent responding to emails asking for status updates than troubleshooting. With collaboration platforms, all messages can be visible in public workspaces eliminating the stream of emails requesting status updates.

Additional resources are often needed when troubleshooting such as runbooks or conference bridges. This information can be stored and quickly accessed from the workspace streamlining workflow and saving valuable minutes.

Collaboration tools are becoming essential for organizations to adapt to the changing needs of the workforce. When implementing a collaboration solution to help with incident management, ensure you have processes in place to identify which tools should send messages to which workspaces and how those messages are managed. Initial alerts can go to a general team workspace but then may need to move to a war room or specific incident workspace for better tracking and archiving purposes.

Catchpoint Integrations

Being able to rapidly communicate with key stakeholders when an incident is occurring is a critical component of incident resolution. No longer is email the preferred method of communication for many organizations. Through our integrations with collaboration and messaging platforms organizations can receive alerts and take action without waiting for an email to be delivered.

The information sent in the alerts can be customized and tailored to your organization’s needs. Details including the severity of the alert, which systems are impacted, and indications as to potential reasons for the incident can be included. If/switch statements can tailor the message and routing. For example, if a critical alert occurs send it to the Sev1 channel with a note that says “Attention NOC: Critical incident for core application in US-West.”

The Alert Webhook from Catchpoint can push data to an alerting & notification system when a test triggers an alert enabling customers to kick off meetings, assign tasks, and start collaborating. Any tool supporting Webhooks or providing a URL to POST data can be used. Alert Webhook templates can be customized to fit a tool’s format and content-type using Macros. Catchpoint customers can get more details on configuring alert webhooks from the Alert Webhook Guide.

A sampling of alerting & notification vendors that Catchpoint integrates with:

Microsoft Teams

Microsoft Teams drives intelligent communication across an organization by combining conversations, meetings, documents, and third-party integrations into a single platform. Create persistent or threaded chats with files such as runbooks and procedures attached to quickly resolve incidents.

Teams Integration Guide

Slack

Slack provides a platform to connect teams with the applications, services, and resources necessary for collaboration. With thousands of applications, organizations can streamline work and automates tasks to increase operational efficiency.

Slack Integration Guide

Stride

From Atlassian, Stride is a complete team communication solution. It combines everything you need for collaboration in one place with group chat and direct messaging, voice and video conferencing, and built-in collaboration tools. Assign tasks based on conversations, or flag a discussion to be able to quickly reference and find them in the future.

Stride Integration Guide

The post Integration Spotlight: Communication Tools appeared first on Catchpoint's Blog - Web Performance Monitoring.

Read the original blog entry...

More Stories By Mehdi Daoudi

Catchpoint radically transforms the way businesses manage, monitor, and test the performance of online applications. Truly understand and improve user experience with clear visibility into complex, distributed online systems.

Founded in 2008 by four DoubleClick / Google executives with a passion for speed, reliability and overall better online experiences, Catchpoint has now become the most innovative provider of web performance testing and monitoring solutions. We are a team with expertise in designing, building, operating, scaling and monitoring highly transactional Internet services used by thousands of companies and impacting the experience of millions of users. Catchpoint is funded by top-tier venture capital firm, Battery Ventures, which has invested in category leaders such as Akamai, Omniture (Adobe Systems), Optimizely, Tealium, BazaarVoice, Marketo and many more.

Latest Stories
Alan Hase is Vice President of Engineering and Chief Development Officer at Big Switch. Alan has more than 20 years of experience in the networking industry and leading global engineering teams which have delivered industry leading innovation in high end routing, security, fabric and wireless technologies. Alan joined Big Switch from Extreme Networks where he was responsible for product strategy for its secure campus switching, intelligent mobility and campus orchestration products. Prior to Ext...
Isomorphic Software is the global leader in high-end, web-based business applications. We develop, market, and support the SmartClient & Smart GWT HTML5/Ajax platform, combining the productivity and performance of traditional desktop software with the simplicity and reach of the open web. With staff in 10 timezones, Isomorphic provides a global network of services related to our technology, with offerings ranging from turnkey application development to SLA-backed enterprise support. Leadin...
On-premise or off, you have powerful tools available to maximize the value of your infrastructure and you demand more visibility and operational control. Fortunately, data center management tools keep a vigil on memory contestation, power, thermal consumption, server health, and utilization, allowing better control no matter your cloud's shape. In this session, learn how Intel software tools enable real-time monitoring and precise management to lower operational costs and optimize infrastructure...
Public clouds dominate IT conversations but the next phase of cloud evolutions are "multi" hybrid cloud environments. The winners in the cloud services industry will be those organizations that understand how to leverage these technologies as complete service solutions for specific customer verticals. In turn, both business and IT actors throughout the enterprise will need to increase their engagement with multi-cloud deployments today while planning a technology strategy that will constitute a ...
Cloud-Native thinking and Serverless Computing are now the norm in financial services, manufacturing, telco, healthcare, transportation, energy, media, entertainment, retail and other consumer industries, as well as the public sector. The widespread success of cloud computing is driving the DevOps revolution in enterprise IT. Now as never before, development teams must communicate and collaborate in a dynamic, 24/7/365 environment. There is no time to wait for long development cycles that pro...
At CloudEXPO Silicon Valley, June 24-26, 2019, Digital Transformation (DX) is a major focus with expanded DevOpsSUMMIT and FinTechEXPO programs within the DXWorldEXPO agenda. Successful transformation requires a laser focus on being data-driven and on using all the tools available that enable transformation if they plan to survive over the long term. A total of 88% of Fortune 500 companies from a generation ago are now out of business. Only 12% still survive. Similar percentages are found throug...
Every organization is facing their own Digital Transformation as they attempt to stay ahead of the competition, or worse, just keep up. Each new opportunity, whether embracing machine learning, IoT, or a cloud migration, seems to bring new development, deployment, and management models. The results are more diverse and federated computing models than any time in our history.
Andrew Keys is co-founder of ConsenSys Enterprise. He comes to ConsenSys Enterprise with capital markets, technology and entrepreneurial experience. Previously, he worked for UBS investment bank in equities analysis. Later, he was responsible for the creation and distribution of life settlement products to hedge funds and investment banks. After, he co-founded a revenue cycle management company where he learned about Bitcoin and eventually Ethereum.
Data center, on-premise, public-cloud, private-cloud, multi-cloud, hybrid-cloud, IoT, AI, edge, SaaS, PaaS... it's an availability, security, performance and integration nightmare even for the best of the best IT experts. Organizations realize the tremendous benefits of everything the digital transformation has to offer. Cloud adoption rates are increasing significantly, and IT budgets are morphing to follow suit. But distributing applications and infrastructure around increases risk, introdu...
Financial enterprises in New York City, London, Singapore, and other world financial capitals are embracing a new generation of smart, automated FinTech that eliminates many cumbersome, slow, and expensive intermediate processes from their businesses. Accordingly, attendees at the upcoming 23rd CloudEXPO, June 24-26, 2019 at Santa Clara Convention Center in Santa Clara, CA will find fresh new content in full new FinTech & Enterprise Blockchain track.
DevOps has long focused on reinventing the SDLC (e.g. with CI/CD, ARA, pipeline automation etc.), while reinvention of IT Ops has lagged. However, new approaches like Site Reliability Engineering, Observability, Containerization, Operations Analytics, and ML/AI are driving a resurgence of IT Ops. In this session our expert panel will focus on how these new ideas are [putting the Ops back in DevOps orbringing modern IT Ops to DevOps].
While a hybrid cloud can ease that transition, designing and deploy that hybrid cloud still offers challenges for organizations concerned about lack of available cloud skillsets within their organization. Managed service providers offer a unique opportunity to fill those gaps and get organizations of all sizes on a hybrid cloud that meets their comfort level, while delivering enhanced benefits for cost, efficiency, agility, mobility, and elasticity.
Bill Schmarzo, author of "Big Data: Understanding How Data Powers Big Business" and "Big Data MBA: Driving Business Strategies with Data Science" is responsible for guiding the technology strategy within Hitachi Vantara for IoT and Analytics. Bill brings a balanced business-technology approach that focuses on business outcomes to drive data, analytics and technology decisions that underpin an organization's digital transformation strategy. Bill has a very impressive background which includes ...
Most organizations are awash today in data and IT systems, yet they're still struggling mightily to use these invaluable assets to meet the rising demand for new digital solutions and customer experiences that drive innovation and growth. What's lacking are potent and effective ways to rapidly combine together on-premises IT and the numerous commercial clouds that the average organization has in place today into effective new business solutions. New research shows that delivering on multicloud e...
On-premise or off, you have powerful tools available to maximize the value of your infrastructure and you demand more visibility and operational control. Fortunately, data center management tools keep a vigil on memory contestation, power, thermal consumption, server health, and utilization, allowing better control no matter your cloud's shape. In this session, learn how Intel software tools enable real-time monitoring and precise management to lower operational costs and optimize infrastructure...