Posts Categorized: Media

The Critical Importance Of Effective Communication During Major Incidents

In an age where availability of information is so crucial to business, one factor stands out as a key barometer for gauging IT service health. Incident communication, for many IT practitioners, is an essential ingredient in the recipe for service excellence. Having the ability to broadcast targeted alerts in a timely manner is paramount to guarantee sufficient rapid response and restore service quickly.

So, what’s the big deal about timely and informative incident alert communications when things, well, really ‘hit the fan’? It’s not enough to simply bandage the situation. Informing stakeholders immediately when an outage occurs and providing details of actions taken to restore service is critical and a customer expectation. It almost goes without saying how crucial it is to uphold established communication protocols.

Here are a few things to consider when the inevitable happens.

Consider a Major Incident Manager Role

The role of a major incident manager is crucial. While support resources are working to fix the problem, the following are the key duties of the major incident manager:

  • Resolution coordination and leadership
  • Notification of incident impact and ongoing status of resolution activities
  • Preparation and distribution of …
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Discovery – The Devil Is In The Details

The modern IT department is often structured with groups very specialized in particular technologies. This has diluted the overall understanding of an organization’s end-to-end IT Services. As a result, organizations turn to the “holy grail” of IT infrastructure … DISCOVERY.

With promises like:

  • Understanding how everything is connected
  • Understanding configuration information of infrastructure components
  • Maintaining an automatic, comprehensive network and server inventory
  • Understanding the connectivity between components and automatically generating network maps

Discovery tools are often touted as the silver bullet to truly understanding your IT infrastructure and improving efficiency in your organization. While discovering your infrastructure provides great value, you need to be careful. If you don’t approach discovery in a systematic fashion and discover only what you need, you can overpopulate your Configuration Management Database (CMDB) with more information than needed and defeat the purpose and value of discovering your infrastructure in the first place.

Regardless of the approach you take to populate your …

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Integritas Team supports ITSMF SAB Western PD Day – Partners in Learning – Sept 29, 2015

The Integritas team are very pleased to have the opportunity to support this ITSMF SAB event in Calgary, AB.  We invite you to come out to the event and hear our speakers who will be presenting at the event.  We are proud to showcase Lisa Taylor and Derek Gillard.


lisaFrom Technology to Talent – The Next Revolutionary Wave

Presented By: Lisa Taylor, Integritas

The Conference Board of Canada has declared 2010-2020 the “talent decade” following on the heels of the technology decade. IT professionals know only too well what it takes to lead organizations through wide scale change during revolutionary times. HR leaders now face the largest disrupters and opportunities to their organizations since the introduction of the web, cloud and service-based technologies. In this keynote address, Lisa Taylor, President of Challenge Factory, will define today’s Talent Revolution, identifying the 3 key forces affecting all workplaces: (1) demographics and an aging workforce (2) a “freelance” labour market and economy and (3) an essential focus on HR …

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