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Everbridge IT Alerting Primary Use Case

DT
Manager of Incident Command at West Corporation

We use this product for engagement to critical outages, so we use the smart bridge functionality. All of our entire support staff is in Everbridge. Anybody and everybody that we need to get ahold of from a production perspective is in Everbridge, and we use it to engage them. This can be both singularly as an individual or as a group, and it has a calendar that escalates up the chain.

If a primary or secondary don't respond within a given amount of time, it'll go all the way up to, in our case, the VP, which is what's required by our organization.

We also use it to send out notifications to support staff, if they have a ticket in their queue that hasn't been assigned to somebody after given an allotment of time. I think it's about 30 minutes. So, if a ticket is sitting unassigned, it'll notify that team saying, "Hey, you've got a ticket out there", and they can actually respond to that particular text message saying, "yes, I accept".

At that point, Everbridge will then tell ServiceNow that this support person has accepted the ticket, and ServiceNow will then assign that ticket to that person. So, they don't even have to log into the system in order to do that.

We also are using it under certain conditions for critical alerts. If we've got a set of alerts set up such that if one of these is triggered, something imminent is going to happen, then it will engage both a SWAT team and my incident command team at the same time, stating that a bridge needs to be set up immediately for this particular issue. Everbridge does all that for us.

It also does incident subscriptions. For example, if you want to be alerted for a given platform, for a given priority, it'll send you a notification saying, "Hey, there's an issue in your platform". We send communications through it, which are self-serve from the business perspective, stating that, again, what type of platform or application that you want to be notified on. If there's an issue in that particular platform or app, you will get the notification, again, that something is going on and all of the details thereof.

It is also selected by priority, so if you want only to know about the priority one, twos, you can select just those. Or if you want to know about the non-majors, threes and fours, you can also opt into those.

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LP
Crisis Management Director at a healthcare company with 10,001+ employees

Currently, we use it for two different things. One is from an intel perspective where, within VCC, we have the assets plotted. So, if something does occur, we can see where our assets are in relation to where a risk event occurs. The other one is for business continuity. If there is a potential crisis, we send a notification using Everbridge, but we use it through another program called Fusion. So, we send an Everbridge notification activating the crisis response team.

We are currently using a customized version that doesn't have all the capabilities that Everbridge normally has, and we are now transitioning to software as a service. Currently, it isn't a cloud deployment, and that's the reason why we don't have some of the data supporting it. It doesn't have data sources and a whole bunch of other stuff that I know that we should be using. We use VCC, and then we use the regular platform to send notifications, but the data isn't as customizable. Things such as data sources and stuff behind it aren't there. It still has HR data incorporated into it but not the actual data sources. I can't see why these alerts are coming, other than little snippets that show that it comes from the news or whatever the general source is. I can't actually link to it or adjust the data sources. That's why I'm encouraging them to go to the updated version because of the additional capabilities.

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BM
Senior Systems Administrator for Enterprise Monitoring at a pharma/biotech company with 5,001-10,000 employees

We use Everbridge for IT on-call management of both P1 issues (through our integration into our ServiceNow platform) and on-demand P2 bridges. These are generated by our critical incident management team, which leverages our Skype (and soon Teams) environments.

When an incident occurs, the appropriate on-call calendars are hit and the critical incident team coordinates the issue as it is worked to a solution. 

Each of the groups has one or two group managers who keep the calendar up to date and assist on-call personnel who have questions about how to interact with the platform. 

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Buyer's Guide
Everbridge IT Alerting
June 2022
Learn what your peers think about Everbridge IT Alerting. Get advice and tips from experienced pros sharing their opinions. Updated: June 2022.
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SR
Principal Architect at a energy/utilities company with 10,001+ employees

Our primary goal is to find an enterprise-wide notification solution so I'm looking at multiple solutions to find a product that could solve, say, 80% of our notification needs. We've just rolled out Everbridge. My involvement is more at the strategy level, determining whether the contract is good enough from a financial standpoint and those kinds of things. I'm the principal architect and we are customers of Everbridge. 

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Buyer's Guide
Everbridge IT Alerting
June 2022
Learn what your peers think about Everbridge IT Alerting. Get advice and tips from experienced pros sharing their opinions. Updated: June 2022.
609,272 professionals have used our research since 2012.