How to Collaborate Effectively with External Service Providers
Updated: May 12, 2019
Imagine the following scenario: A critical incident hits. You have a few different teams on it throughout the company. Managers and other stakeholders need to be updated every thirty minutes. But the biggest issue is that you need to engage with external service providers. You need your communication provider and hosting service to check on their side and report back. You want a consultant in the picture and an external help desk service might be involved as well.
So how do you effectively engage with external service providers when trying to remediate critical incidents? Call them and wait on the line? Send emails? Open a ticket with their system and wait for them to get back to you? All of the above?
How long does it take to start a new incident? Or to get them involved and up to speed on what happened? And how do you all work efficiently together after they are in, moving towards a resolution? When you have a few internal teams involved, are they all aligned?
There are a lot of questions being proposed here, but don’t worry, we are here to provide you with answers
The ideal solution would be a platform that when a P1/critical incident is detected and declared all the participants (internal and external) will be called in automatically right away. They will join a virtual situation room where they will all be on the same page. They will see what happened, when it happened, who is involved, what was done and what is expected from them. They can also report what they have investigated, actions they have taken, or suggestions so everybody is up to date on what is going on.
This ensures quick on boarding of all parties, “control and command,” and the proactive involvement and improved performance of all relevant stakeholders and teams. This includes TechOps, engineering, security ops, IT, networking, development, product, and sales. Additionally, it applies to any other business or related functions such as PR, Legal, and c-suite personnel, as well as external service providers.
We offer this solution here at Exigence, where we are changing the rules of the game of critical incident management.
Current incident response plans, solutions, and approaches are no longer sufficient for the growing complexities of today’s digital organizations and cyber world. Exigence introduces the first and only end-to-end critical incident management solution for the full lifecycle of the incident, effectively engaging internal and external participants.