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Critical Incident Response: Why Good Enough Is Just Not Good Enough

Technology incidents happen every day to companies of all sizes, across every vertical, in all degrees of impact from inconvenient to potentially catastrophic. So, by definition, all organizations do IT incident response. The question is, how well do they do it? Research from leading IT analyst firm Enterprise Management Associates (EMA) shows that unless the response takes advantage of automation, the answer “not nearly well enough” is an understatement.

With the average time to engage the right response team taking 1 to 2 hours, and the average time to resolve a major outage taking 5 to 6 hours, there is a definitive need for immediate and dramatic operational improvement.

Leveraging EMA research and a case-based approach, this webinar will explain how to reduce mean time to repair (MTTR) through automated slashing of the time it takes to begin effective response. A simple method for determining the point at which it makes more business sense to invest in an improvement than it does to continue funding the status quo will also be discussed.

Additionally, webinar attendees will learn more about:

*Top automation drivers, indicators, obstacles, and benefits realized
*The case for automating incident response – real numbers from real places
*Quantifying the high cost of status quo – a conservative approach to demonstrating value
Recorded Jun 19 2019 58 mins
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Presented by
Valerie O'Connell, Research Director, EMA and Vincent Geffray, Senior Director, Product Marketing, Everbridge
Presentation preview: Critical Incident Response: Why Good Enough Is Just Not Good Enough

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  • Resolving IT Security Incidents Faster & More Predictably w/ Smart Orchestration Aug 29 2019 3:00 pm UTC 60 mins
    Hugh Pyle, Product Manager, IBM Resilient and Diptesh Shah, Director Product Management, Everbridge
    Security Operation Centers (SOCs) today are complex environments with a growing volume of attacks, a persistent skill shortage, and a complex regulatory landscape that requires more stakeholders to be involved in the incident response process. Because of this, SOCs constantly struggle to respond rapidly and consistently to the most urgent incidents. The integration between Everbridge IT Alerting and IBM Resilient helps SOCs overcome these challenges and achieve consistent, predictable, and faster response & resolution to complex cyberattacks.

    Join experts Hugh Pyle, Product Manager, IBM Resilient and Diptesh Shah, Director of Product Management, Everbridge IT Alerting for this webinar to learn:
    *How the IBM Resilient-Everbridge IT Alerting integration works within your SOC to streamline coordination and communication during security incident response
    *Strategies to implement Smart Orchestration and automation in your incident response process to engage the right people at the right time to quickly resolve incidents and keep stakeholders informed
    *Actions that can be taken today for maximizing the effectiveness of your SOC and incident response process
  • Improving IT Service Capability and Resilience Recorded: Aug 7 2019 57 mins
    Troy DuMoulin VP, Research & Development, Pink Elephant & Vincent Geffray Senior Director, Product Marketing, Everbridge
    The three key words that lay at the heart of improving IT organizational capability and sustainability are: Recovery, Resilience and Antifragility. These three words and their underlying meanings have become key in achieving business objectives in a digital economy where system uptime, performance and security are critical attributes for business survival.

    Each of these three key words has a different meaning, set of associated IT Management practices and automation requirements that support their goals. Join Troy DuMoulin, VP Research & Development of Pink Elephant and Vincent Geffray, Senior Director, Product Marketing of Everbridge as they provide an overview of these key concepts and describe how any organization can improve their IT Service delivery capability and sustainability by focusing on these core concepts.
  • The Impact of Cybersecurity on IT Response Teams: A Game Changer! Recorded: Jul 18 2019 61 mins
    Roy Atkinson, Senior Writer/Analyst, HDI and Vincent Geffray, Senior Director, Product Marketing, Everbridge
    Ransomware, advanced persistent threats, and denial of service attacks - many initiated through "phishing" - will continue to frequently interrupt business and government operations. Across all industries, businesses see an uptick in cyberattacks frequency and damage to their organizations.


    "One of the best services we can provide for our customers, whether they are internal or external, is keeping their personal information - and the information needed for the business - safe. The first line of assistance should also be the first line of defense." - Roy Atkinson, HDI


    The support center should have clear guidance on how to avoid social engineering threats and phishing threats, as as well as the ability - including the time - to educate users on why support may not be able to immediately help them, or why additional information might be required. meanwhile, when hit by a cyberattack, organizations need to execute a clearly defined and agreed upon cross-functional response plan to mitigate the risks and minimize the disruption.


    In this interview-style webinar, HDI's Roy Atkinson and Everbridge's Vincent Geffray will discuss the importance of the support center's role in cybersecurity prevention and response.

    What you'll learn:
    * How cybersecurity is impacting support
    * Support's role in prevention
    * How, when, and why the support center should respond
  • What is the Value of IT? Recorded: Jul 10 2019 60 mins
    George Spalding, EVP of Pink Elephant and Vincent Geffray, Senior Director, Product Marketing of Everbridge
    Every IT consultant and social media pundit talks a great deal about the importance of IT delivering more value to the Business. But what exactly is IT value?

    A number of current frameworks are focusing on three key elements in the quest to more clearly define IT's value to the Business: Quality, Speed and Cost. Straight cost-cutting measures (i.e. 10% across the board) have often proven counter-productive to both Speed and Quality and, subsequently, actually reduced the value realized the Business. Quality and the pursuit of perfection makes sense to everyone but often forces a significant trade-off with Speed (Business needs it to be complete and perfect by this Thursday)! Many IT shops are beginning to zero in on Speed and Time-to-Market as the primary areas of improvement.

    Join George Spalding, EVP of Pink Elephant and Vincent Geffray, Senior Director, Product Marketing of Everbridge as they discuss real-world IT time-to-market strategies.
  • How to Deliver Value in the Face of a Critical Event Recorded: Jul 2 2019 39 mins
    Prashant Darisi, VP Product Management, IT Alerting, Everbridge
    The role of the CIO & CISO is becoming more challenging as critical IT events are happening at a growing pace across Service Management, IT Operations, Security Operations and Development Operations. Cloud solutions with a platform approach to response automation, communications and collaboration are essential to meet these challenges and enable CIOs & CISOs to deliver business value during critical events.

    CIOs have shared across various forums that increased business costs of outages and increased risks of breaches in the face of shrinking budgets, along with the imperative to driving efficiency, increases their odds of striking out.

    What you will learn on this webinar:
    * Best practices on how to better manage IT risks/threats and minimize the impact on your business
    * How leading enterprise customers are delivering business value today during critical IT events
    * Key insights on inefficiencies, costs and savings to help drive smart investments and ROI
  • Critical Incident Response: Why Good Enough Is Just Not Good Enough Recorded: Jun 19 2019 58 mins
    Valerie O'Connell, Research Director, EMA and Vincent Geffray, Senior Director, Product Marketing, Everbridge
    Technology incidents happen every day to companies of all sizes, across every vertical, in all degrees of impact from inconvenient to potentially catastrophic. So, by definition, all organizations do IT incident response. The question is, how well do they do it? Research from leading IT analyst firm Enterprise Management Associates (EMA) shows that unless the response takes advantage of automation, the answer “not nearly well enough” is an understatement.

    With the average time to engage the right response team taking 1 to 2 hours, and the average time to resolve a major outage taking 5 to 6 hours, there is a definitive need for immediate and dramatic operational improvement.

    Leveraging EMA research and a case-based approach, this webinar will explain how to reduce mean time to repair (MTTR) through automated slashing of the time it takes to begin effective response. A simple method for determining the point at which it makes more business sense to invest in an improvement than it does to continue funding the status quo will also be discussed.

    Additionally, webinar attendees will learn more about:

    *Top automation drivers, indicators, obstacles, and benefits realized
    *The case for automating incident response – real numbers from real places
    *Quantifying the high cost of status quo – a conservative approach to demonstrating value
  • Use value-stream thinking to define metrics and Automation to improve processes. Recorded: May 8 2019 57 mins
    Troy DuMoulin VP, Research & Development, Pink Elephant & Vincent Geffray Senior Director, Product Marketing, Everbridge
    Today’s digital businesses face more complex threats than ever before. These range from IT services failures, application latency and outages to performance and security issues, none of which your customers will tolerate. They expect services and applications to be available 24/ 7, wherever they are, and from any device. With these digital offerings increasingly at the core of your business, ensuring good quality service must be your top priority. Therefore solving IT issues as quickly as possible is essential.

    You’ve adopted ITIL and ITSM best practices and your IT teams use lots of point solutions and processes, but are your business users getting the full value of IT? How do you make improvements? Based on what metrics? Are your processes fully integrated? Are the cross-functional teams fully collaborative? How do you measure performance?

    In this webinar, Troy DuMoulin, Vice President of Research and Development at Pink Elephant, and Vincent Geffray, Senior Director of Product marketing at Everbridge will explore:

     How to deliver on four seemingly contradictory objectives: innovation, speed, security, and compliance
     Value-stream thinking vs. framework thinking
     Lean IT and Incident Response Automation to improve end-to-end performance
     Applications for ITSM, DevOps, and agile development
  • Cherwell-Everbridge Integrated Solution to Restore IT Services Faster Than Ever Recorded: Apr 25 2019 60 mins
    Vincent Geffray, Sr. Director, Product Marketing, Everbridge; Chuck Darst, Sr. Product Marketing Manager, Cherwell Software
    IT incidents happen all the time, from outages, application slowdowns to cyber-attacks and some more critical than others. For IT incidents which require immediate attention, IT experts must be engaged in a timely manner and different groups need to be informed and/or updated. The challenge most organizations are facing is around the coordination of IT incident response when time is of essence. For instance, how to:
    - Aggregate and manage all the relevant information centrally
    - Identify the appropriate information share with different roles
    - Ensure timely and effective response across teams
    - Enable efficient collaboration regardless of people's location

    In this webinar, Chuck Darst from Cherwell and Vincent Geffray from Everbridge will explain how the integrated Cherwell-Everbridge solution helps organizations manage, control and automate their response to IT incidents to minimize the impact on their IT professionals and on their business.
  • How to Automate Incident Response with ServiceNow and Everbridge Recorded: Apr 10 2019 61 mins
    Vincent Geffray, Sr. Director, Product Marketing, Everbridge; Bart Rys, IT Alerting Engagement Manager, Everbridge
    Use ServiceNow as One-Pane-of-Glass for Alerting, Resolver and Stakeholder Communications and Collaboration to Resolve IT and Cyber Incidents Faster

    IT incidents happen all the time, some more critical than others. For incidents which require urgent attention, IT experts needs to be engaged in a timely manner and different groups need to be informed. Learn how Everbridge integrated with ServiceNow helps:

    - Identify who needs to respond? Who needs to be informed of the issue? Who needs to be notified so they don't open new tickets?
    - Ensure IT teams respond and are accountable, wherever they might be?
    - Make IT teams collaboration easy and efficient, again, wherever people might be?

    In this webinar, we will provide a hands-on session on how to trigger multi-modal notifications - manually or automatically - targeting the right on-call resolvers, impacted business users and key stakeholders.

    We will also discuss how you can leverage the new MIM module brought with the Kingstone release.
  • Use value-stream thinking to define metrics and Automation to improve processes. Recorded: May 17 2018 58 mins
    Troy DuMoulin VP, Research & Development, Pink Elephant & Vincent Geffray Senior Director, Product Marketing, Everbridge
    Today’s digital businesses face more complex threats than ever before. These range from IT services failures, application latency and outages to performance and security issues, none of which your customers will tolerate. They expect services and applications to be available 24/ 7, wherever they are, and from any device. With these digital offerings increasingly at the core of your business, ensuring good quality service must be your top priority. Therefore solving IT issues as quickly as possible is essential.

    You’ve adopted ITIL and ITSM best practices and your IT teams use lots of point solutions and processes, but are your business users getting the full value of IT? How do you make improvements? Based on what metrics? Are your processes fully integrated? Are the cross-functional teams fully collaborative? How do you measure performance?

    In this webinar, Troy DuMoulin, Vice President of Research and Development at Pink Elephant, and Vincent Geffray, Senior Director of Product marketing at Everbridge will explore:

     How to deliver on four seemingly contradictory objectives: innovation, speed, security, and compliance
     Value-stream thinking vs. framework thinking
     Lean IT and Incident Response Automation to improve end-to-end performance
     Applications for ITSM, DevOps, and agile development
  • Manual Incident Response Costs Organizations A Fortune & Ruins People’s Lives! Recorded: Jan 18 2018 57 mins
    Vincent Geffray, Everbridge
    In the digital world we all live in, a majority of IT operations and support center organizations still rely on spreadsheets and spray-and-pray emails to entire teams to communicate major IT events due to application failures, network outages, cyberattacks, datacenter outages… During this session, Vincent Geffray will share the eye-opening results from various surveys on state of incident management and best performing companies practices and will explain how the lack of response automation hurts business and negatively impacts IT employees’ work-life balance.

    During this session you will:

    * Understand why quickly engaging the right team of IT experts is such a hard thing to do
    * Understand the mechanisms which lead to a call storm and learn how to prevent it
    * Learn how you can improve your incident response process and streamline the communication between the Service Desk, your IT teams and the impacted business users

    Presenter Info:
    Vincent Geffray is Senior Director of Product Marketing with focus on IT Incident Response Automation, IT Service Alerting, team Collaboration and Process Orchestration at Everbridge. He has over seventeen years of experience in Digital Operations and Service Management with expertise in Critical Communications, Application Performance Management, IT Process, Runbook and Workload Automation. Vincent has an international experience and he worked in Europe and in North America.
Webinars on critical event management for IT professionals
Everbridge IT Alerting helps organizations streamline incident response and accelerate resolution in order to reduce unplanned IT work and downtime, and to increase IT efficiency. IT Alerting is leveraged as an enterprise-wide solution, helping organizations break down the silos between responder teams to ensure the quickest resolution to business disruptions. Join us at one of our many webinars to learn best practices & insights around managing and responding to critical IT events. More at ITalerting.com

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  • Title: Critical Incident Response: Why Good Enough Is Just Not Good Enough
  • Live at: Jun 19 2019 3:00 pm
  • Presented by: Valerie O'Connell, Research Director, EMA and Vincent Geffray, Senior Director, Product Marketing, Everbridge
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