More and more companies are moving to a remote workforce today. For those who work in IT service management, there lies a challenge to modernize and automate incident management processes for remote teams in order to remain agile. At Coyote Creek we tailor our workflows to reflect our staff and processes so that we can collaborate and work effectively while also working remotely. We use an audit trail of the entire incident management lifecycle so… read more

If you weren’t able to attend our recent webinar, “5 Tips for World Class Incident Management and Escalation” webinar, we’re happy to provide you a quick recap as well as our Q&A session from the webinar.  In our webinar, we discussed how to automate your alerting and incident management process so you never miss another critical incident. We also laid out our top 5 tips for how to help your Help Desk or IT Operations… read more

In the early years of enterprise systems, developers would build products, services, and infrastructures, and IT admins would maintain them during normal business hours. But as advancement progressed and user expectations increased, it quickly became clear that a more flexible, consistently available solution must be in place. Thus, the on-call shift became a critical duty that both DevOps teams and IT admins must embrace to keep their services available and customers happy.   At Coyote Creek,… read more

When it comes to supporting enterprise software users, effective incident response is an organization’s best line of attack against downtime, security breaches, and ultimately, unhappy customers. A large part of incident management revolves around alerting the right parties to an issue as it arises, but this can quickly get out of hand with a large company. With no way to prioritize the severity of alerts and multiple means for notification causing an unmanageable amount of… read more

Being fully prepared to respond to unforeseen issues and failures on critical applications/systems is a virtue for IT teams that can’t be understated. With Atlassian’s Opsgenie, IT teams have a robust platform that centralizes all of your resources, automates incident management and alerts, and fuels post-mortem learnings so you can improve the agility of your organization.   In our previous post, we broke down what Opsgenie is, how it works, and how your team can use… read more

As a problem-free application user, it might appear that program functionality is as simple as press and go and nothing ever breaks. But any IT staff member or engineer, working in the complex and often hybrid IT environments of today, knows that’s fantasy, not reality.  The truth is, there are a lot of moving pieces, operational code, systems, and dependencies that must function accurately in order for the application, as a whole, to function correctly.… read more