Derdack Enterprise Alert®

You want detailed information about events in your enterprise IT - no matter whenever and wherever? Enterprise Alert guarantees real-time notifications at a glance -  whether in the office, at home or on the move, you are always up to date with your latest company information.

Alerting on mobile devices		Enterprise Alert web console

Situation

Monitoring your enterprise IT and detecting critical events is becoming more time-consuming and costly than ever. However, once a critical event has been detected, it is often only displayed as flashing icon or forwarded via mail. Beyond that, communication of critical events and alerts are manual processes leading to delays and unnecessary hold-ups.

Even if you already use tools to notify about critical events by mail, is is not possible to trace those notifications, receive answers and react accordingly, e.g. by means of escalation stages. Due to a significant lack in reliability and tracing possibilities, notifications about critical events are rarely an integral part of business processes for problem resolution. However, using manual methods or so-called "send and forget" alerts may involve disastrous effects - costly and unnecessary production losses, unsatisfied customers, and serious IT system failures are quite common results.

How can you solve IT problems more pro-active, reduce response times for critical events, reach the right person in charge and increase customer satisfaction?


Solution

Enterprise Alert® is an advanced enterprise notification and rapid response software providing automated alert notifications and mobile response capabilities. Enterprise Alert® yields significant benefits for the enterprise, such as improved availability, higher service quality, and increased customer satisfaction. Enterprise Alert® is the perfect supplement to Microsoft System Center Operations Manager and Service Manager and provides enhanced notification features via voice, SMS, mobile email, fax and instant messaging („Unified Communications“). Derdacks Software automatically notifies and alerts service operators, managers, affected employees and users parallel and through suitable communication channels. It keeps track of delivery states of messages, processes responses in real-time, and provides timetables, escalation chains as well as presence information for quickest possible delivery of information.

Enterprise Alert also provides remote management of trouble tickets by offering a return path to update current t®icket states or even close tickets via phone or SMS. This 2-way communication enables handling of basic IT tasks such as server reboot or termination of services by SMS or phone.

Enterprise Alert® integrates into Microsoft System Center Operations Manager and Service Manager through a 2-way product connector. Once a subscription for this 2-way product connector has been implemented, Operations Manager events/alerts are automatically forwarded to Enterprise®. As soon as Enterprise Alert® has received the event/alert, it is evaluated through a filter and the person, group or escalation chain in charge as well as the respective communication channel are being determined.

Enterprise Alert ®initiates an alert process to reach the right person through the most suitable and most efficient communication channel. Alerts by e.g. SMS or voice are sent and responses processed. Escalation processes ensure that critical information is forwarded, i.e. Enterprise Alert® follows the escalation chain until somebody opens the ticket and takes charge for resolving the problem. If Enterprise Aler®t generates a ticket for an event, a mobile signal is sent; if the person in charge resumes responsibility for the ticket and closes it (problem solved), this status will automatically be shown in System Center as well.

Intelligent alerts and enterprise-wide notification

• Alerts and informs persons in charge exactly and reliably via SMS, voice, instant message, smartphone push, mobile email and fax and processes responses and delivery confirmations
• Automates alerts e.g. through fully automatic escalation
• Enables remote access to IT and control systems e.g. through smartphone apps

Integrates into numerous third-party programs, e.g. HP BTO Software, Microsoft System Center, IBM Tivoli, OPC-able applications and provides an alert console within the enterprise

Alerts and notifications

• Parallel, and secure alerts to multiple persons and through multiple channels
• Alerts to single persons, groups and escalation chains
• Automatic delivery tracking in real-time
• Automatic processing of acknowledgements (e.g. via keybord input on the phone, SMS response)
• Filter system for exact delivery of alerts to persons in charge
• Fully automatic escalation chains
• Working schedules, shift plans
• Holiday and absence management

Communication channel for alerts

• Voice with text-to-speech through PBX, ISDN and VoIP
• 2-way-sms through GSM modem (USB, Serial, IP)
• 2-way-sms through direct SMSC integration
• 2-way-email through SMTP (any mail server)
• Instant Messaging through Microsoft OCS & Lync
• Smartphone Push (Blackberry, WP7, etc)
• Fax
• Automatic choice of channel, so-called Find-Me, Follow-Me
• Automatic communication fail-over (e.g. from SMSC link to GSM modem)

Integration into enterprise IT

• High availability (redundancy and fail-over)
• Active Directory integration synchronization
• “Alert storm/flood” management (duplicity suppressing)
• Comprehensive reporting
• Role-based access model
• Browser-based configuration and management

Performance (per server)

• Processes up to 180,000 incoming events per hour
• Delivers up to 180,000 alerts per hour
• Scalable

Integration into third-party systems

• Plug & Play 2-way product connectors
• Integrated SMTP mail server
• Customizable, flexible SOAP API
• ASCII-file interface