Press release

xMatters Declares End to Antiquated, Repetitive and Toil-Filled Incident Management Processes

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xMatters (www.xmatters.com), a digital service availability platform that prevents technical issues from becoming business problems, today shared its vision for advancing incident management and closing the customer experience gap with continuous automation. The days of ad hoc or overly structured and rigid approaches to incident management must change in order to develop and deploy reliable digital services faster, according to xMatters CEO and co-founder Troy McAlpin. xMatters envisions a world where agile principles are applied to incident management methods so technology organizations can create more space for innovation and fuel a more accessible and always-on customer experience.

“The digital transformation of business, culture and technology raises the complexity of detecting and resolving issues before they become problems,” said Shannon Kalvar, Research Manager at IDC. “In order to do so, organizations need to undergo the same transformation in their approach to ‘incident management,’ dynamically integrating a wide range of human and digital resources to meet the moment when and as it occurs.”

Incident Management’s Role in Digital Service Resilience

Technology professionals responsible for maintaining digital services are challenged with the expectation to not only continue to produce and innovate on these services, but also regularly address any service degradations. The State of Automation in Incident Management report also announced today found that 72.3% of technology teams spend at least half their time resolving incidents compared to time spent on innovation. In addition, 84.3% say that customer-impacting issues affect the ability to build out new services. To stay relevant, digital service creators need to evolve their current approach to incident management.

“We live, learn and work in a technology-focused world where the speed and quality of the digital customer experience determines business success. Before COVID-19, companies pursued digital transformation at varying velocities according to market demands, resources and strategy. The pandemic has been an accelerant igniting the transformation of the digital services we rely on—vaporizing underperformers,” said Troy McAlpin, CEO at xMatters. “For many enterprises, the unsustainable pace of development required to capture and keep new online customer experiences has resulted in sacrifices of process and quality. As we pursue the next opportunity, repetitive, mundane work must be automated.”

Incident response automation and incident management play a critical role in achieving digital service resilience––the ability to recover quickly, adapt and learn from outages and interruptions related to technical and customer-impacting issues. However, incident management practices today are slow, process-laden and mired in toil. Development teams also often use modern practices, processes and systems that differ from the operations center, help desk and technical teams, leading to confusion, blame and unacceptable customer impact times.

“We’ve seen similar evolutions in the past: With the rise of the internet economy, new software development methodologies were needed to maintain momentum, and we saw agile software development emerge. With the introduction of the public cloud, traditional operations practices also showed signs of strain, with DevOps and SRE practices being adopted into the mainstream. The pandemic now requires digital service providers to meet heightened customer demand which calls for, yet again, a new approach,” said McAlpin. “There’s an opportunity for technology practitioners to take a giant leap forward and realize increased customer satisfaction through automation, collaboration and constant learning.”

Adaptive Today, Resilient Tomorrow

An adaptive approach to incident management reduces friction in the continuous software development cycle, enabling better customer experiences at a lower cost. It is the foundation needed for enterprises to achieve the velocity and digital service resilience that ensures an excellent customer experience.

As McAlpin observes, “Adaptive incident management solves the challenges of responding to service interruptions across different teams, cultures and systems. Whether it’s a team-centric software service issue or an enterprise-wide outage, adaptive incident management delivers digital service resilience by automating incident response, facilitating dynamic collaboration and by using data to inform and evolve processes for the most reliable customer experiences.”

xMatters Speeds Time To Resolve While Enabling Innovation

In a separate announcement today, xMatters revealed platform advances to power an adaptive approach to incident management.

With the xMatters digital service availability platform, businesses can apply an adaptive approach to incident management rooted in automation, collaboration and constant learning, and experience the following benefits:

  • Improve collaboration across teams, cultures and systems to finally solve the challenges associated with responding to service interruptions
  • Reduce toil with automation in the continuous software development cycle, enabling better customer experiences at lower cost with less friction
  • Evolve and improve from previous incidents to proactively avoid future incidents
  • Create more space for innovation and fuel a more accessible and always-on, best-in-class customer experience from anywhere in the world

“xMatters is committed to bringing SRE practices to the enterprise at scale with thousands of teams reusing the same automations to solve issues and analytics and postmortems to identify new opportunities for incident prevention and automation,” said Tobias Dunn-Krahn, CTO at xMatters. “By applying automation to the software development cycle, xMatters reduces the points of friction in development, quality, security, code integration, deployment and production issues. New xMatters innovations will empower technology teams to transform how they deal with interruptions with automated incident management to restore services before customers experience a degradation or interruption of service.”

Additional Resources

About xMatters

xMatters helps enterprises prevent, manage and resolve technology incidents. xMatters industry-leading Digital Service Availability platform prevents technical issues from becoming big business problems. Large enterprises, agile SREs and innovative DevOps teams rely on its proactive incident response, automation and management service to maintain operational visibility and control in today’s highly fragmented technology environment. xMatters provides toolchain integrations to hundreds of IT management, security and DevOps tools. xMatters is the primary incident response and management platform trusted by leading global companies and innovative challengers including BMC Software, Credit Suisse, Danske Bank, DXC technology, Experian, NVIDIA, ViaSat and Vodafone. xMatters is headquartered in San Ramon, California and has offices worldwide. For more information, please visit www.xMatters.com.