In today’s age of technological convenience, customers expect software, programs, and services to be available, all the time and functioning perfectly. But as IT veterans, we know that incidents and even the occasional downtime are inevitable for many DevOps, Incident Management, and IT Operations teams.  Modern Incident Management is all about how you respond, manage, and correct these issues that will improve or degrade the customer experience, and ultimately, your bottom line as unhappy customers… read more

With more and more large companies opting into a remote workforce, including Coyote Creek, we believe that having a well-connected, automated Incident Management and Alerting system is more important than ever.  As an IT professional services firm, we believe that in order for IT service management (ITSM) and DevOps teams to thrive in a remote environment and to compete in a rapidly innovating field, businesses will need to update their processes.  Today, we’re going to… read more

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

  Behind every agile ITSM team is a desire to ensure that their service stays online and works properly. When it doesn’t they go to work, as efficiently as possible, to correct the problem and restore service to the customer.   We know this well as IT consultants ourselves. To ensure uptime, streamline our service management, and automate alerting, we use Opsgenie by Atlassian. Opsgenie allows us to customize notification rules, routing, and prioritization based on… 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