Innovations in Incident Response Strategies

The availability of real-time analytics is driving new and enhanced services in many industries as organizations leverage the ability to contextualize experiences for customers in real-time. A critically important factor that increasingly will become a competitive differentiator has been the evolution of incident response strategies that leverage artificial intelligence (AI), machine learning (ML) and the Internet of Things (IoT), says Chris Menier, Vice President and Transformation Strategist with Menlo Park, Calif-based Vitria, in an audio interview for journalists. “As these technologies converge, organizations are shifting the focus of Incident Response Lifecycle Management (IRLM) from simply monitoring and responding to process disruptions to placing greater emphasis on monitoring and improving the customer experience,” says Menier.

The way organizations manage incidents – whether they are technical interruptions in service, security breaches or process breakdowns – is extremely important to all organizational operations in today’s hypercompetitive digital environment. “As much as we try to prevent them, incidents do occur… and how companies respond to them increasingly represents an opportunity to create differentiation and competitive advantage,” Menier explains. For a long time, incident response strategies have been siloed activities that have focused on restoring interrupted processes.

“As companies begin to understand how to harness the power of technologies like AI/ML and IoT, they are developing a greater understanding of how disruptive incidents affect the customer experience. The uptake of service-oriented incident response strategies is having a major impact on the competitive posture of organizations in industries such as telecommunications, transportation, and even banking,” he says.

By applying AI and ML, organizations can now get insight into how activities – or disrupted activities – at any point in the technology stack (at the infrastructure, network or application layers) affect the service delivery layer.

To listen to the full podcast interview with Vitria’s Chris Menier click here.

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