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Session 508: Rethink Incident Response to Increase Visibility and Accountability

Vincent Geffray (Senior Director, Product Marketing, Everbridge)

Brandy Ramirez (Senior Manager, Edwards Lifesciences)

Date: Thursday, April 23

Time: 11:30am - 12:30pm

Pass Type: Premium Package, Standard Package - Get your pass now!

Track: Modernizing Service Management

Vault Recording: TBD

Audience Level: Fundamental/Intermediate

Companies deal with critical events all the time. The more global and distributed the organization, the more challenging it becomes to resolve incidents in a timely, consistent, and predictable fashion. Cross-functional collaboration, follow-the-sun organizations, and hand-over mechanissm can make processes and team collaboration even more challenging. When each region and department operates in a different way and IT incidents are left unsolved in a region, it impacts other regions. When no one seems to be responsible for resolving issues and nothing is communicated to the impacted business users, it’s time to rethink your IT incident response processes for increased visibility and accountability.

In this session, Brandy Ramirez will explain how Edwards Lifesciences rebuilt their incident management process from the ground up, including stakeholder communication procedures and cross-team collaboration practices. She’ll walk attendees through how they started, what they've accomplished so far, the challenges they faced, their successes, and what remains to be done.