New offering helps teams resolve major incidents faster by integrating task-based runbooks into a shared incident workspace, integrated with tools like Zoom, MS Teams, Slack and ServiceNow.
London, November 26th 2024: Cutover, a London software provider focused on application recovery for regulated industries, is releasing Cutover Respond, a new offering being added to the Cutover suite of products. It will empower Major Incident Managers (MIMs) and application recovery teams to more seamlessly orchestrate efforts with increased visibility across all dimensions of a critical application incident, reducing mean time to resolution when minutes count, and helping to reduce the risk of errors. Cutover Respond has already been implemented in a multinational financial institution to help solve its major incident management challenges.
Cutover Respond introduces a new incident integration service layer that integrates with an organization’s existing ITSM and communications tooling, bringing all the data on an incident into a central visibility and execution platform, where MIMs can manage, collaborate and orchestrate the response to the incident in one place. Rather than relying on chat functions and disjointed communications to diagnose, mitigate and resolve incidents, Cutover Respond enables a task-led approach, where all actions are translated into trackable tasks. MIMs can then view the progression of these tasks in real time, dynamically alter the plan as new information about the incident arises, and have an automatically-generated audit log at the end for continuous improvement and regulatory reporting.
Solving major incidents often involves ad-hoc virtual teams to come together and tackle significant complexity to find the root cause and mitigate and fix the problem. Existing major incident management solutions don’t solve for this, they offer poor user experience, require teams to work in an ad-hoc and disjointed way, lack visibility and accountability, and, as a result, can lead to slow response times and errors. They also do not provide real-time visibility into how an incident is progressing, making it difficult to manage and have accountability throughout. Major Incident Managers have a heavy administrative burden during an event when they should be focused on resolving the problem - Cutover Respond takes away that administrative burden to allow MIMs to fully concentrate on the task at hand and ensure a successful response.
“After working with over 40 major global institutions on solving complex IT operations problems with Cutover products, we are pleased to release a transformative solution to solve major incidents faster,” says Ky Nichol, CEO of Cutover, “Cutover Respond’s intuitive user interface will empower major incident managers and the virtual incident team by removing unproductive manual work and giving them a single pane of glass to control the entire response process. It will also lay down far better task-based training tokens for AI systems to help copilot solving incidents even faster in future.”
Cutover Respond provides:
- Seamless team collaboration: Respond's user-friendly interface fosters seamless collaboration among virtual team members, regardless of their location or the tools they use. Major Incident Managers can focus on resolving the issue at hand, rather than administering the incident itself.
- Consolidated view: By aggregating information from diverse systems into a single, unified view, Respond provides a comprehensive understanding of the incident's impact and status. This consolidated view facilitates efficient decision making and coordinated response efforts.
- Enhanced visibility and transparency: Respond promotes transparency by providing real-time updates on the incident's progress. This ensures that all stakeholders, from team members to executives, are informed and aligned.
- Task-led coordination: Respond's task-based approach enables the clear assignment, tracking, and completion of critical activities. This ensures that no task falls through the cracks and that the incident is resolved promptly. Task-based audit trails that better match what actually happened offer far better training for AI copilots.
- Pre-defined response patterns: Respond empowers teams to leverage pre-defined response patterns, reducing the need for manual decision making and accelerating the incident resolution process.
- Easy access to automation: By integrating automation capabilities, Respond streamlines repetitive tasks and frees up valuable time for more strategic activities. This leads to improved decision making and faster incident resolution.
- High reliability, responsiveness and performance: Respond is built to withstand the pressures of high-stakes incident response. Its robust architecture ensures reliable performance, even during peak usage.
- Continuous improvement: Respond enables teams to learn from past incidents and refine their response strategies. By analyzing historical data and identifying areas for improvement, organizations can enhance their future incident response capabilities.
Ross Gray, CEO of Edinburgh-based Cloudsoft, a UK systems integrator and AWS consulting partner focused on cloud operations and resilience, commented,
“Application recovery for strategically important applications stress ad-hoc teams brought together when regulated applications must be recovered in under one hour. On-call staff are often brought together, with partial data distributed in multiple tools. By leveraging Cutover runbooks and using the 11 tooling integrations Cutover has developed in major institutions around the world, this new major incident workspace will vastly increase team cohesion, speed up diagnosis, and transform confidence that tasks are being executed and are tagged to the right individuals on a call. Integrating things like Slack, Zoom, and ServiceNow means that Cutover has laid on value-added functionality just where it is needed. We hear clients constantly ask for a better contextual tool for major incident management.”
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