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Challenges with Microsoft ITSM Incident Management

When it comes to qualifying, prioritizing, and assigning a Microsoft 365 & Microsoft Teams service incident ITSM is mostly left blind. A lack of data makes it difficult for them to know when issues arise, understand them, and know which team needs to address them to remediate services interruption or degradation as fast as they can.

Thanks to its true end to end monitoring service capabilities for Microsoft 365 & Teams, Martello Vantage DX solves that problem, empowering ITSM to deliver the best possible service management for one of the most expensive cloud applications any company is paying for.

Stay Ahead of a Microsoft Service Alert

The ITSM team receives a lot of data and alerts when they deal with on-premises or even cloud applications hosted on Azure or AWS. Sometimes too many, but at least they have what is needed to qualify, prioritize, and assign service incidents to the right team when a problem arises.

For Microsoft 365, it is a little bit different. ITSM must deal with 2 sources of data that usually do not help them mitigate any service interruption or degradation.

When alerts are received from Microsoft Health services, it means the problem belongs to Microsoft. This means the company cannot do much besides warning its users that the problem is under investigation. The problem is that almost 90% of the service issues are not Microsoft-related.

What data does the ITSM have to remedy those issues? Users’ tickets. Users are generally not a good monitoring tool for a few reasons. Firstly, they usually alert late when they alert (which is the case most of the time). Secondly, when they eventually alert, there is no data to back their claim. Therefore, the service management team is left with almost nothing to understand what is going on.

Manage Your Microsoft Service Incidents to Ensure Service Uptime

Martello Vantage DX provides the data they need.

By continuously testing the Microsoft services as a user would do from where the users are, Martello Vantage DX determines in real time what feature has an issue, what is the severity of the issue and which locations are impacted.

It then checks to see if the root cause of a service degradation can be found en route to the Microsoft Global Network and determine automatically where it is and who is responsible for it.

This data is then correlated with the existing monitoring data to determine precisely the root cause of the issue and to create a service incident that provides all the relevant alerts with the detailed information needed to qualify, prioritize and assign the service incident to the right team.

A recurring issue can also be spotted thanks to performance reports overtime that highlight the root cause of the recurring problem for every team involved to be able to continuously improve the service delivered to the business lines.

The Results

ITSM can now effectively qualify, prioritize, and assign Microsoft service incident to the right team

Service remediation is greatly improved, reducing time to repair and overheads

Service deliver to Business lines is optimized

Resources

Blog

How Streamlining ITSM Operations Can Reduce Service Remediation Costs

Read more
Blog

Understanding a Microsoft Global Service Outage

Read more
Blog

Best Practices for Incident Management: A Checklist

Read more

Streamline Microsoft 365 Service Incident Management with a Single Source of Performance Data.

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