Why I Love Opsgenie for Incident Management

Back in 2014 I started working for a health data management company. It was there that I was first introduced to Opsgenie, the modern incident management platform for operating always-on services. Let me tell you, it was love at first sight!

As the Lead System Administrator I was the primary technician responsible for dealing with incidents as they arose. When things were going wrong and everyone else’s “hair was on fire,” I was that guy to calmly start asking questions and working towards a solution. “Let’s slow down here! What’s wrong? When did it start? What did we change?” And so forth. In fact, incident response had been an important part of my role at previous jobs, too, including the nearly a decade in which I served in the Army.

Opsgenie simplified my job

Why was I immediately excited about Opsgenie? Because of the way that Opsgenie automates the incident management process.

Prior to my introduction to Opsgenie I had gained a great deal of experience managing incidents manually. We’re talking about handwritten tickets that had to be kept track of in physical folders, and long lists of people—and all of the possible ways I might stand a chance of reaching them—that needed to be kept in the loop. Not only were these manual processes tiresome, they were also quite time-consuming. Instead of just focusing on solving the problem I had to waste precious time managing the process.

In contrast, Opsgenie consolidates everything for you. First, it de-dupes the alerts and filters out the noise. Then, instead of looking at 20 different emails and alerts to get information on what’s going on, it enables you to look in one place to see whatever information you have programmed Opsgenie to pull in.

For example, at Coyote Creek we’ve implemented Opsgenie into our Cloud Services “application and infrastructure as a service” practice, where we have it set up to pull information in from our alerts and ticketing system. Everything I need to quickly assess the situation and build a summary for the executives is right there: Company, contact(s), time the incident took place, initial description of what’s going on, priority level, etc.

But that’s not all. Opsgenie also creates and updates tickets, and automates the escalation process. While you’re focusing on the solution, Opsgenie automatically notifies the appropriate people at the appropriate time, creates a group conference bridge via the communication tool of your choice, and invites the appropriate people to join.

If you’re still doing incident management manually, I can tell you from personal experience that Opsgenie will make your job considerably easier!

Watch our Recorded Webinar on Opsgenie

Want to learn more about how Opsgenie can help you? Coyote Creek will be exploring Opsgenie in an upcoming webinar.  “Using Opsgenie for Incident Management,” we’ll focus on Opsgenie’s incident management capabilities.

  • Overview of Opsgenie
  • How Opsgenie automates Incident Management
  • How Opsgenie improves collaboration
  • How Opsgenie streamlines management
  • How Opsgenie integrates with other apps and programs
  • And more