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WEX Automates the Triage Process and Delivers a Better Service Experience

Does your internal triage process keep you up at night, literally or figuratively? If so, WEX used to have triage and onboarding issues that got in the way of their success too, but with xMatters, they’ve found a better way.

Join James Molchanoff (JT), Information Systems Engineers at WEX, John Kallio, Information Systems Engineer at WEX, Will Derksen, Product Advocate at xMatters, and Zoe Na, Customer Success Manager at xMatters, as they discuss how WEX has embraced xMatters to reduce triage and call-out time and simplified their onboarding process.
Recorded Sep 9 2021 22 mins
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Presented by
James Molchanoff, Information Systems Engineers, WEX; John Kallio, Information Systems Engineer, WEX
Presentation preview: WEX Automates the Triage Process and Delivers a Better Service Experience

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  • WEX Automates the Triage Process and Delivers a Better Service Experience Recorded: Sep 9 2021 22 mins
    James Molchanoff, Information Systems Engineers, WEX; John Kallio, Information Systems Engineer, WEX
    Does your internal triage process keep you up at night, literally or figuratively? If so, WEX used to have triage and onboarding issues that got in the way of their success too, but with xMatters, they’ve found a better way.

    Join James Molchanoff (JT), Information Systems Engineers at WEX, John Kallio, Information Systems Engineer at WEX, Will Derksen, Product Advocate at xMatters, and Zoe Na, Customer Success Manager at xMatters, as they discuss how WEX has embraced xMatters to reduce triage and call-out time and simplified their onboarding process.
  • Automating Your Incident Response Process with BigPanda and xMatters Recorded: Sep 2 2021 29 mins
    Phil Rogers, Sales Engineer, BigPanda; Eric Maxwell, Sales Engineer, xMatters
    Have you ever dealt with two or more separate incidents, but something about them seems suspiciously similar? Well, BigPanda and xMatters might just be the toolset you need to start connecting the dots.

    Join Phil Rogers, Sales Engineer at BigPanda, Eric Maxwell, Sales Engineer at xMatters, and Rutuja Rajwade, Partner Marketing Manager at xMatters as they discuss how integrating the two tools can be hugely beneficial to all businesses that have a monitoring and alerting platform. If you want to normalize the alerts, correlate data to find commonalities and trends, and focus on the alerts you need to, not every alert that comes across your devices, then this Demo Dayz is for you.
  • How Waste Management Keeps Digital Services Available Recorded: Aug 26 2021 31 mins
    Udo Strick, Enterprise Systems Management Engineer, Waste Management; Paul Porter, VP of Sales Engineering, xMatters
    Do slow, manual processes make you feel like tossing your incident management solution in the bin? Waste Management once shared the same frustration, and xMatters knows the solution.

    Join Udo Strick, Enterprise Systems Management Engineer at Waste Management, alongside xPerts Sonu Sekhon and Paul Porter, as they discuss how Waste Management keeps digital services available with xMatters. With integrations with tools like ServiceNow and Microsoft Teams, and coordinating features to send valuable communications at the right time, Waste Management has had great success with xMatters. Plus, learn what’s next in their digital transformation journey!
  • [Ep.3] Beyond Intelligent Incident Management: AIOps Done Right Recorded: Mar 25 2021 49 mins
    Helen Beal - Chief Ambassador at DevOps Institute | Rob Jahn - Dynatrace | Eric Maxwell - xMatters
    In this increasingly cloud-powered world, it’s critical that IT Operations and DevOps teams have comprehensive, real-time information and 360-degree visibility into their networks and hybrid or cloud-first infrastructures. The risk of not having an intelligent system such as AIOps to accurately diagnose root causes and preempt issues is too high in a world whose reliance on technology is growing by the day.

    But AIOps and automation don’t just revolutionize Incident Management. Done right, AIOps can collect and apply intelligence along the entire digital value chain, all the way from software development through to service delivery and customer interactions. With AIOps able to simplify cloud complexibity, accelerate Digital Transformation and boost innovation, can modern enterprises afford not to adopt it?

    In episode 3 of Inside AIOps: Optimizing Incident Management in 2021, xMatters and Dynatrace bring together experts to discuss the benefits of AIOps adoption, and why it’s worth overcoming the challenges. Join us to learn:

    - How AI can drive auto-remediation, giving a complete picture of the problem and intelligently providing monitoring and observability
    - Why a modern approach to incident management is critical in modern software delivery
    - The business, customer and operational benefits of AIOps
    - Common barriers to adoption and best practices of overcoming them
    - How AIOps combined with a more automated approach to incident response and management can intelligently provide monitoring and observability across the entire DevOps pipeline, from build & test to deployment & operations
    - And more

    - Host: Helen Beal - Chief Ambassador at DevOps Institute
    - Guests: Rob Jahn - Technical Partner Manager, Dynatrace and Eric Maxwell, Solutions Architect at xMatters
  • [Ep.2]: Superpowering Automated Incident Management with AIOps Recorded: Mar 11 2021 41 mins
    Helen Beal - DevOps Institute | Anirban Chatterjee - BigPanda | Eric Maxwell - xMatters
    Incident Management (IM) is undergoing a dramatic change, in part due to the rise of AIOps. Thanks to AI and ML technologies, IT Operations leaders can now improve automation and gather deeper insights from different aspects of the IM lifecycle. The much-lauded benefits of AIOps include improved cost efficiency and team productivity, improved system performance, lower MTTR, and improved IT Ops reliability thanks to the reduction of human errors - all of which have a significant benefit to the bottom line. As such, Gartner predicts that large enterprise use of AIOps tools to monitor applications and infrastructure will rise from 5 percent in 2018 to 30 percent in 2023.

    But adopting automation and AIOps to address issues in operations and the software delivery lifecycle is not without its challenges. How do enterprises overcome the barriers - including lack of training, concern over jobs and panic over an ‘all or nothing’ approach - to reap the rewards? In episode 2 of Inside AIOps: Optimizing Incident Management in 2021 xMatters and BigPanda are sharing how. We’re bringing together recognised experts in the field to discuss:

    - The benefits of AIOps implementation to existing enterprise IT Ops, NOC, DevOps and SRE teams
    - How AIOps can streamline and automate various aspects of the incident management lifecycle, including correlation, problem detection, root cause analysis, prioritization, sharing, routing and remediation to get to faster, more efficient software delivery
    - Why moving away from ‘blackbox’ AI and adopting at your own pace is the key to a successful AIOps adoption
    - What the ROI of a successful AIOps adoption can look like
    And more

    - Host: Helen Beal - Chief Ambassador, DevOps Institute

    - Guests: Anirban Chatterjee - Director of Product Marketing, BigPanda and Eric Maxwell - Solutions Architect, xMatters
  • [Ep.1]: The 2021 AIOps Landscape: Embracing New Incident Management Trends Recorded: Feb 25 2021 43 mins
    Helen Beal - Chief Ambassador at DevOps Institute and Eric Maxwell, Solutions Architect - xMatters
    In March 2019, a 14-hour outage cost Facebook an estimated $90 million. In August 2016, a five-hour power outage in an operation center caused Delta Airlines to cancel 2,000 flights and suffer an estimated loss of $150 million. Outages like these are estimated to cost businesses $700 billion per year in North America alone, and a report from the Ponemon Institute estimates that every minute of downtime costs a company $9,000 - not to mention the cost of the loss of customers’ faith and trust in both the short and long term.

    But luckily Incident Management (IM) is undergoing a significant evolution. Thanks to the emergence of AIOps, DevOps, SRE and operations teams no longer have to spend significant amounts of time analyzing telemetry data or manually diagnosing and responding to incidents; they can proactively monitor anomalies instead. The benefits of this are widespread: the automation of lower risk manual tasks, more streamlined alert management, faster incident prioritization and routing and, of course, cost savings.

    In the opening episode of 'Inside AIOps: Optimizing Incident Management in 2021 to Bring Digital Services to Market Faster', xMatters is bringing together partners and industry experts to discuss these benefits and analyze the 2021 AIOps landscape. Join us as we discuss why Incident Management needs to evolve and:

    - Share Insights into what trends are driving the adoption and impact of AIOps
    - Discuss what you need to know to get started with an AIOps strategy
    - Dive into the cost, reputational and SLO benefits a strong AIOps practice can offer
    -Discover what the future of AIOps in the enterprise looks like and how it will drive -more efficient Incident Management
    - And more
  • ChatOps: Use Cases for the New Normal Recorded: Jan 11 2021 59 mins
    Helen Beal - DevOps Institute | Anurag Sharma - Zensar | Eric Maxwell - xMatters
    ChatOps is defined by Atlassian as ‘a collaboration model that connects people, tools, process, and automation into a transparent workflow.' A term credited to GitHub, ChatOps has been changing the game of conversation-driven development by bringing DevOps teams into chat rooms to type commands for chatbots to execute.

    Whether it’s a code deployment or a response to a security threat, configuring a chatbot to execute tasks traditionally assigned to humans has meant teams can now automate tasks and collaborate in real-time - a gift in an age of increased remote working and uncertain futures.

    Join us for episode 11 of Day-To-Day DevOps where host Helen Beal and guests share everything you need to know about ChatOps, how to integrate it into your set-up and essential use cases. Topics of discussion will include:

    - The benefits of visibility across who has done what and when
    - Why combining automation and collaboration can be the key to sustained DevOps success
    - How ChatOps enables DevOps and IT Teams to spend less time creating tickets and navigating them, and more time fixing real problems

    Host:
    Helen Beal - Chief Ambassador, DevOps Institute

    Guests:
    Anurag Sharma - Product Manager, Zensar Technologies Netherlands
    Eric Maxwell - Solutions Architect, xMatters
  • A Guide To Remote Working: How To Remain Collaborative and Connected Recorded: Dec 22 2020 47 mins
    Travis DePuy, Head Product Evangelist - xMatters; Erin Bailie, Program Manager - Microsoft Teams
    Our teams and eco-systems are a little more separate these days. Now more than ever, staying connected is essential to making sure that processes stay intact so that digital services can stay up and running.

    In this webinar Travis DePuy, xMatters’ Product Evangelist, and Erin Bailie, Microsoft’s Partner Program Manager, discuss:

    - How the power of Microsoft Teams and xMatters together is helping customers effectively manage incident response
    - How Teams and xMatters helped users overcome the new challenge of remote work,
    - Top-of-line research which shows how ChatOps has increased productivity and connection between DevOps teams across enterprises
  • DevOps Today? Self-Service No Ops Tomorrow? Recorded: Dec 17 2020 59 mins
    Travis DePuy, Product Evangelist - xMatters; Andi Grabner, Performance Activist - Dynatrace
    Using AI and Automation to Build Self-healing Pipelines

    A great customer experience requires more than development of a useful new feature—it’s imperative that features be available 24/7 without interruption. By integrating your systems and putting an automated self-healing toolchain in place for restoring services, you can drastically reduce incident time and limit the impact of issues on customers.

    Join us to learn:
    - How you can level-up your organization from more manual fire-fighting to proactive, self-healing NoOps
    - How the use of AI and automation can cut through cloud app complexity, reduce overall alerts, speed root cause analysis, and trigger self-healing actions for record-breaking MTTR

    This paves the way for DevOps evolution in the cloud, which is all about self-service platforms with autonomous operations built in.

    Travis DePuy, Product Evangelist at xMatters, and Andi Grabner, Performance Activist at Dynatrace, will lead our discussion and show you how you can apply this NoOps approach for better, automated, business services and end-user experience.
  • Navigating Digital Transformation: Managing Software Incidents Recorded: Dec 15 2020 64 mins
    Tobias Dunn-Krahn, CTO, xMatters; Sean Mack, CIO & CISO, Wiley
    Managing Software Incidents for a Better Customer Experience

    Digital transformation offers a host of customer experience benefits, but even the smoothest transformation can have a few bumps. As organizations increasingly rely on digital services, incident management in this new environment has become paramount in maintaining strong customer relationships.

    In this webinar, learn how to maintain the pace of innovation without compromising the customer experience.

    This webinar will explore:

    - What modern incident management looks like in a digitally transformed environment
    - How a clear, smooth process for incident management affects the customer experience
    - Features and practices for incident management that are most helpful for teams responsible for these digital services
    - How everyone in the SaaS ecosystem benefits from these new practices
  • Safe and Secure Applications: Deploying in a cloud or multi-cloud environment Recorded: Nov 19 2020 45 mins
    Travis DePuy, Head Product Evangelist - xMatters; Rebekah Whittle, Solutions Engineer - CircleCI
    Today, running applications in the cloud is a must-have. But that doesn’t mean it’s risk-free. In this webinar, CircleCI and xMatters will discuss security issues in the application lifecycle, and demo solutions so your team can be confident you’re deploying safely and securely. Join to understand:

    - Common risks and vulnerabilities in cloud deployments

    - Patterns and best practices for ease of testing and deployment management

    - How CircleCi and xMatters make deploying to cloud (especially multi-cloud environments) safer and more secure
  • Navigating Digital Transformation: Managing Software Incidents Recorded: Nov 9 2020 65 mins
    Tobias Dunn-Krahn, CTO, xMatters; Sean Mack, CIO & CISO, Wiley
    Managing Software Incidents for a Better Customer Experience

    Digital transformation offers a host of customer experience benefits, but even the smoothest transformation can have a few bumps. As organizations increasingly rely on digital services, incident management in this new environment has become paramount in maintaining strong customer relationships.

    In this webinar, learn how to maintain the pace of innovation without compromising the customer experience.

    This webinar will explore:

    - What modern incident management looks like in a digitally transformed environment
    - How a clear, smooth process for incident management affects the customer experience
    - Features and practices for incident management that are most helpful for teams responsible for these digital services
    - How everyone in the SaaS ecosystem benefits from these new practices
  • DevOps Today? Self-Service No Ops Tomorrow? Recorded: Nov 9 2020 60 mins
    Travis DePuy, Product Evangelist - xMatters; Andi Grabner, Performance Activist - Dynatrace
    Using AI and Automation to Build Self-healing Pipelines

    A great customer experience requires more than development of a useful new feature—it’s imperative that features be available 24/7 without interruption. By integrating your systems and putting an automated self-healing toolchain in place for restoring services, you can drastically reduce incident time and limit the impact of issues on customers.

    Join us to learn:
    - How you can level-up your organization from more manual fire-fighting to proactive, self-healing NoOps
    - How the use of AI and automation can cut through cloud app complexity, reduce overall alerts, speed root cause analysis, and trigger self-healing actions for record-breaking MTTR

    This paves the way for DevOps evolution in the cloud, which is all about self-service platforms with autonomous operations built in.

    Travis DePuy, Product Evangelist at xMatters, and Andi Grabner, Performance Activist at Dynatrace, will lead our discussion and show you how you can apply this NoOps approach for better, automated, business services and end-user experience.
  • A Guide To Remote Working: How To Remain Collaborative and Connected Recorded: Nov 3 2020 48 mins
    Travis DePuy, Head Product Evangelist - xMatters; Erin Bailie, Program Manager - Microsoft Teams
    Our teams and eco-systems are a little more separate these days. Now more than ever, staying connected is essential to making sure that processes stay intact so that digital services can stay up and running.

    In this webinar Travis DePuy, xMatters’ Product Evangelist, and Erin Bailie, Microsoft’s Partner Program Manager, discuss:

    - How the power of Microsoft Teams and xMatters together is helping customers effectively manage incident response
    - How Teams and xMatters helped users overcome the new challenge of remote work,
    - Top-of-line research which shows how ChatOps has increased productivity and connection between DevOps teams across enterprises
  • DevOps Culture Special: Exploring Culture, Neuroscience and the Workplace Recorded: Oct 26 2020 61 mins
    Helen Beal - DevOps Institute | Stephen Walters - xMatters | Darwin Sanoy - GitLab | Simone Jo Moore - Framework Mixologist
    There is no doubt that an open, collaborative culture is crucial to DevOps success - and it’s something the industry prides itself on. But in August 2020, Forbes questioned whether it was time for DevOps culture to “have a reality check”.

    In industry bible “The Phoenix Project”, Gene Kim illustrates that what really sets exceptional DevOps teams apart from merely ‘good’ ones is a commitment to continuous learning - about tools, processes and what really drives and empowers team members. Is embedding a commitment to continuous learning in DevOps teams the reality check Forbes called for?

    Join us for episode 8 of Day-To-Day DevOps, where host Helen Beal and guest experts look at how a DevOps culture of openness, honesty and intrepidness - and the wider business - can be bolstered by dynamic, continuous approaches to learning.

    Topics of discussion will include:
    - Why a “growth mindset” as opposed to a “fixed mindset” can be the ‘secret sauce’ for an exceptional DevOps team
    - How to make your DevOps team a welcoming space for learning
    - The tangible and intangible benefits to the business of championing continuous learning

    Guest experts:
    - Stephen Walters - Solutions Architect, xMatters
    - Darwin Sanoy - Senior Solutions Architect, Alliances at Gitlab
    - Simone Jo Moore Service - Framework Mixologist & Human API
  • How WIRES-Australia’s Leading Wildlife Rescue Organization Saves Animals Recorded: Sep 24 2020 30 mins
    Leanne Taylor, CEO, WIRES | Kyla Shelley, COO, WIRES
    In an average year WIRES receives over 77,000 rescue calls to assist native animals by using a network of 2500 volunteer rescuers and caregivers married with a comprehensive animal database that records information on types of animals, injuries, fates, and locations for rescue and release. New South Wales recently faced the biggest, and most devastating bushfire season in its history. More than 12 million acres (five million hectares) have burned, destroying habitat and food supplies, imperiling and injuring over 1 billion animals. As the situation unfolded, WIRES received a significant increase in calls for help.

    Leanne Taylor and Kyla Shelley discuss:

    - The impact of the recent devastating fires on animals
    - How technology was used then and now to continue their mission
  • Freddie Mac: Crawl, Walk, Run to Improve IT Operations Recorded: Sep 22 2020 30 mins
    Mark Streger, IT Manager at Freddie Mac
    Mark Streger, IT Manager at Freddie Mac covers enterprise-adoption of how xMatters is used for support engagement, support group escalation and roster management.

    Crawl - How do you get supported and what is required? Do you have a system for user provisioning? What about training and testing? Authentication? Custom interfaces with your ITSM system? How do you know where you are ready to go live? Will you ever be?

    Walk - What about a test platform? Training Platform? Do you need a data backup strategy? Access to xMatters outside of your network? What about reporting? Additional use cases? Is onboarding and usage standardized and repeatable? End user complaints, why and how to resolve?

    Run - Improved integration with ITSM plugin. Enablement of MS teams Bot. Rollout of Splunk dashboard. Nested groups for major incidents. Automated xMatters engagement from monitoring alerts and incidents.
  • Telefonica: Reducing MIM Complexity Recorded: Aug 18 2020 41 mins
    Scott Hemmings, Telefonica
    When Telefonica UK’s xMatters guru was leaving their major incident team they had to decide how they were going to manage the tool going forwards. This led to three important questions: (1) Why did they have so many Workflows and Forms? (2) What did the 4500 lines of JavaScript in their integration do when they clicked ‘Send Message’? (3) How were they going to improve the experience for their MIMs and customers? Scott Hemmings presents to show how they simplified their xMatters instance so their major incident team could focus on restoring service rather than deciding which Workflow to use.
  • Best Practices in Major Incident Management Communications Recorded: Apr 29 2015 61 mins
    Scott Bowler, Manager of IT Delivery Management Services, NBN Co. and Abbas Haider Ali, Chief Technology Officer, xMatters
    If your data, services and processes become compromised, your business can suffer irreparable damage in minutes. The clock is ticking, and how fast you communicate to your major incident resolution team is everything.

    Join Scott Bowler, Manager of IT Delivery Management Services, NBN Co, and Abbas Haider Ali, CTO of xMatters and learn how NBN Co identifies major incidents and uses best practices for automating their communication processes to resolve major IT incidents quickly and effectively.

    During the event you will learn how to:
    - Immediately Identify a major incident
    - Instantly locate available major incident managers and target notifications to them
    - Get the right resolution team on the job fast based on the required expertise
    - Utilize one-click conference bridge technology to get key stakeholders together instantly
    - Conduct reviews to identify improvements and prevent similar incidents from reoccurring
  • Six Steps To a High-Performing IT Department Recorded: Feb 26 2015 53 mins
    Abbas Haider Ali, CTO, xMatters; Peter High, President, Metis Strategy; Joel Shore, Technology Analyst
    What sets high-functioning IT organizations apart from the rest? That’s something every IT leader wants to know. After all, we live in a highly competitive business climate and IT performance can be the difference between success and failure. To conquer the challenge, we need to be informed and collaborative and we need to do this in a cost-effective manner.

    In this webcast, you will hear from two experts on some of the technology that’s driving today’s high-functioning IT organizations. Find out how your company can be aligned, agile and ready to respond to ever-changing business requirements and competitive pressures.
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  • Title: WEX Automates the Triage Process and Delivers a Better Service Experience
  • Live at: Sep 9 2021 4:00 pm
  • Presented by: James Molchanoff, Information Systems Engineers, WEX; John Kallio, Information Systems Engineer, WEX
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