Moogsoft and xMatters Integration Takes Incident Management to a New Level

This blog post originally appeared on moogsoft.com.

“Moogsoft’s anomaly detection and event correlation across the production stack, combined with xMatters’ intelligently coordinated notifications, allow Dev and Ops teams to identify and resolve incidents faster than ever before. This integration enables better collaboration across teams through Moogsoft’s Situation Room and xMatters advanced communication to engage the right resources with rich situational context.”

– Stephen Hart, CTO, Moogsoft

Incident Management at enterprise-scale organizations is an absolute challenge, to say the least. When you think about it, the challenge is really two-fold.

The first challenge is achieving situational awareness across your production stack. This means gaining awareness of incidents as they occur in real-time, understanding where they are occurring, and realizing what the impact to service is. In order to accomplish this, you need to be able to leverage ALL events and alerts fired off from across your applications, network and infrastructure. You also need to be able to separate the signal from the noise (and anyone working in operations at a large enterprise can attest to the fact that there is a LOT OF NOISE). Finally, you need to be able to understand the relationships between events and alerts because large IT environments are extremely interconnected and complex, and so are your incidents.

The second challenge is actually getting the right people to address the incidents and resolve them in a timely fashion to avoid any impact to end-users. Large enterprises tend to be separated into silos. Each silo has their own responsibilities, their own toolsets, and probably don’t communicate with other teams very well. So what happens when a particular incident requires attention from cross-domain stakeholders? Furthermore, how do you handle complex on-call schedules and escalation processes for mission-critical incidents needing immediate attention? How do you know which devices individuals need to be reached on, and how can you avoid unnecessarily disturbing people?

Enterprise IT Needs Automation
Many large enterprise companies have realized the seriousness of this two-fold issue and have discovered next-generation IT incident management tools to make their lives easier. Due to mutual customer demand, Moogsoft and xMatters now jointly offer a seamless integration between both products to address incident management that is industry unique.

Moogsoft’s solution is really built to address the first challenge stated earlier, while xMatters is built for the second. When used together, identifying and remediating incidents is faster than ever before.

Using patent-pending machine-learning technology, Moogsoft is able to automate the early detection of IT incidents. Moogsoft can ingest ALL operational data from across your production stack, perform heavy-duty noise reduction to separate the signal from the noise, and then identify relationships across applications, network, and infrastructure to create ‘Situations’ (clusters of correlated alerts) that isolate the existence of individual incidents.

Using patent-pending machine-learning technology, Moogsoft automates the early detection of IT incidents.

For each situation, Moogsoft creates a “Situation Room,” which is a virtual war room for people to communicate and collaborate toward incident remediation. While Moogsoft can notify the appropriate stakeholders on its own, its integration with xMatters makes this notification and communication occur “on steroids.”

xMatters is an intelligent communication platform that connects insights from any system to the people who matter – accelerating essential business processes. xMatters understands complex support structures, on call schedules, communication device preferences, etc. to ensure that the right people are notified at the right time in order to take action.

xMatters ensures that the right people are notified at the right time in order to take action.

The integration between xMatters and Moogsoft enables bidirectional communication between both products. When Moogsoft identifies that an incident is unfolding, a Situation Room is created in real time and xMatters is triggered. Based on the scope of the situation that Moogsoft identifies based on the alert narrative that has been clustered, xMatters knows exactly who needs to get involved and automatically informs them of the incident. The user then has the ability to respond via xMatters with a variety of potential options including: accept, decline, or defer, in addition to the ability to send actual messages to the Situation Room.

The user has the ability to respond via xMatters with a variety of potential options.

Within the Situation Room, all users share a consistent view of all situation context (alerts and visualizations), messages posted within the room or circulated from xMatters, and the ability to drill down into your other tools (e.g. Splunk, AppDynamics, ServiceNow, etc.), while maintaining situation context.

It’s time to take your incident management to the next level. Moogsoft and xMatters can do that for you. Contact Moogsoft or xMatters for more information.

Complimentary Report
These essentials are the basis of a proper communication solution, which can minimize the chaos that comes with new, more complex issues.

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