Got a Major Incident Blowup? Minimize the Blast Radius

Data breaches, malware attacks, system errors, digital service outages—no wonder major incidents are a leading cause of four-letter words. xMatters delivers the visibility, automation, and orchestration you need to ensure your MIM processes work as well in practice as they do on paper.

GET STARTED WITH THE MIM GUIDE

TIRED OF THE CHAOS? ORCHESTRATE RESOLUTION

When a major incident hits, the complexity can be overwhelming. You’re under pressure to understand the root cause, connect resolvers across teams, facilitate collaboration, align stakeholders—and ultimately fix a complex problem. And, you’re painfully aware that every minute of digital service downtime is expensive for your business. Our enterprise-grade, industry-leading Digital Service Availability platform helps you isolate critical insights, tools, and team members while optimizing remediation steps required for fast major incident resolution.

AUTOMATE YOUR WORKFLOWS
Automated Triage

Anticipate major incidents by defining severity and event type

Toolchain-Driven Workflow

Coordinate critical data flow between systems and resource engagement for faster resolution times

Structured Runbooks

Leave nothing to chance—let xMatters guide users through incident resolution, from informing stakeholders through spinning up collaborative tools like conference bridges and chat rooms

DITCH CHAOS, DEMAND COLLABORATION

When your e-commerce site goes down under peak load, how do you coordinate subject matter experts across application, incident management, and network teams to bring it back up? xMatters automatically locates and notifies the on-call resources you need to solve any major incident.
GO BEYOND INCIDENT MANAGEMENT
Subject Matter Expertise

Target individuals or groups with specific skill sets, locations, and certifications. Need fifteen Australia-based infrastructure engineers skilled in Python? No problem.

On-Call Management

Shifts, rotations, and escalations work together to ensure that available on-call team members respond to incidents. Improve response metrics by contacting people on their preferred devices and channels.

Stakeholder Alignment

Automatically update executives on major incident status in business language so resolvers can stay focused on fixing.

BURN THROUGH THE FOG AND TAKE THE RIGHT ACTION

Everything you need to resolve a major incident is in the output of your systems and the minds of your teams. xMatters weaponizes that knowledge to get your your organization back up and running.

  • Situational Context
    Isolated data can be misleading, so xMatters aggregates data from multiple tools ranging from infrastructure monitoring to log management to produce a complete picture.
  • Actionable Notifications
    One click turns monitoring alerts into a service desk ticket or a tracked issue to drive problems to resolution.
  • ChatOps
    Automatically spin up chat rooms with situational context, empowering team members to join forces and collaborate.
  • Conference Bridging
    Rally team members and enable them to join a conference call with a single click.
START WITH SMART NOTIFICATIONS

STOP DROWNING RESOLVERS IN EVENT FLOODS

When multiple systems report the same problem and blow up with alerts, it’s tough for resolvers to stay focused. xMatters gives you sophisticated tools to cut through the notification noise and keep your people on-task.

  • Flood Control
    Suppress further notifications after team members have responded to a major incident alert so they can stay focused on fixing the issue.
  • Thresholds
    Limit the number of alerts your people receive during a given timeframe to halt notifications and minimize unnecessary noise.
  • Device Management
    Block specific devices from event floods so they can be used to solve problems—without being clogged with thousands of alerts.
BREAK AWAY FROM THE NOISE

SEEK ENLIGHTENMENT... OR AT LEAST CONTINUOUS IMPROVEMENT

Once you've resolved a major incident, it’s OK to take a moment to breathe a sigh of relief (and perhaps sip a beverage). But then it's time to learn from what happened. xMatters gives you the insights you need to optimize your response to major incidents—or even to prevent the next one.

IMPLEMENT AUTOMATION BEST PRACTICES
Timeline Optimization

Analyze how your organization resolved any major incident under a second-by-second microscope, validating your remediation steps and timing against best practices

Communication Efficiency

Confirm that high-priority messages are reaching essential team members and stakeholders so that nobody’s left in the dark next time

Team Contribution

Assess a team member’s positive or negative impact towards resolving major incidents, and then work with low performers to drive better results

xMatters has brought in massive efficiency gains [to our] Major Incident Management.
HUGO XAVIER FERNANDES
SERVICE DELIVERY MANAGER, FUJITSU

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