Enhanced incident management: Virima's ViVID™ for Jira Service Management
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Enhanced incident management: Virima’s ViVID™ for Jira Service Management

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Irrespective of the incident management workflow your organization has, three common needs stay the same– a birds-eye view of the infrastructure, effective coordination, and root cause finding. 

When you’re using Jira Service Management for your incident management, the needs are no different. Though the Jira Service Management platform offers a bunch of features as part of its incident management module, ViVID™integration allows you to further enhance your incident management. 

In this blog, we’ll explain how ViVID™ can enhance incident management workflow for Jira Service Management customers. 

Jira Service Management platform: What’s in there for incident management?

Incident management starts with logging incidents. Users can create and log incidents directly within the Jira Service Management platform. As for automation, monitoring tools create incidents as parameters cross certain thresholds. To avoid alert fatigue for teams, the Jira Service Management platform deploys alert enrichment. 

The dynamic forms on the other hand ensure all necessary information is captured about incidents.  

Ease of collaboration

Jira Service Management enables teams to respond, resolve, and learn from incidents together. Through features like chat channels (e.g., Slack, Microsoft Teams) and video conferencing, teams can accelerate collaboration, share context, and record all actions taken during incident resolution.

Efficient alert handling

Combined with filtered alert management, the Jira Service Management platform enables customizable on-call schedules and routing rules. This leads to efficient handling of alerts based on their source and urgency. So the right teams are alerted and prompted to respond on time.

Incident escalation

In case of incident escalations, the right DevOps teams can swarm in to accelerate resolution. Moreover, with chat channels and video conferencing, the Jira Service Management platform aids in faster collaboration and enables automatic recording of actions for a rich incident timeline. Once integrated with the ViVID™ feature, teams can achieve rapid investigation and remediation of incidents.

ViVID overlays on Virima Service Maps

Reporting and analytics

Jira Service Management provides extensive reporting and analytics capabilities for tracking and analyzing all incident response activities. These insights help identify areas of success and opportunities for improvement. The platform also allows for the creation and export of post-mortem reports, incident timelines, and associated actions to confluence. This enables collaboration with other stakeholders to track follow-up actions and prevent similar incidents in the future.

ViVID™ (Virima Visual Impact Display) for Jira ITSM: Its role in enhancing incident resolution

As teams collaborate and respond to incidents in the Jira Service Management platform, they need a heads-up display. Virima’s ViVID™ feature incorporates ITSM incidents, changes, vulnerabilities, and alert data onto service and application dependency maps to turn them into such a display.  

Fueled with an automated Virima Discovery and Service Mapping feature, ViVID makes it easy to identify dependencies and connections within an IT environment. 

Here’s how the ViVID™ feature enhances incident management for Jira Service Management customers

Handling change-born incidents

Many of the incidents are caused by change. So the first thing the assignee asks while responding to incidents is “What changed?”. By relating to the CI updates through ITSM CMDB, teams can see what changed. However, hard-to-consume CMDB data can obscure valuable information as the interdependencies aren’t visible through easy-to-grasp maps. 

That’s where Virima’s ViVID features come in. Its Jira ITSM data overlays on the Virima Service Maps show change status (both complete and pending) on infrastructure components related to the service disruption. So incident management teams can see what changed, and which change is responsible for the issue at hand.  

More effective stakeholder collaboration with ViVID

An incident is logged by an end user or a monitoring tool registers an incident after a certain threshold crossing. Depending on the scale of the incident, multiple teams can get involved to solve it. Typically, stakeholders are required to collaborate and have a shared understanding of the issue at hand. For example, in case of a complex software bug in a large-scale project can cause issues across multiple applications. 

Virima’s ViVID feature quickly identifies stakeholders and enables a keen understanding of the impacted infrastructure due to the dependencies from the affected component. The ViVID overlays tell which IT component ( a server, switch, software instance) has a logged incident and who owns it. 

Stakeholder identification by the ViVID™ feature 

Every team involved gets a shared view of dependencies and relationships. Whereas, the ownership details facilitate stakeholder information for incident management for Jira Service Management customers. 

Root cause identification for the incident

Big incident like a software bug or a small one like a VPN outage/network difficulties, the incident responders have to come down to its root cause. That requires a thorough understanding of, first, the affected components, then identifying the dependencies, followed by checking for failure points. 

In case of network difficulties, for example, the service mapping can give you a vivid picture of the affected component and dependencies but it’s the ViVID feature that’ll transform the boring CI data in the ITSM CMDB into actionable insights. You may find a recent incident on a dependent CI that’s associated with the current outage. For example, a specific firewall to be the root cause of network difficulties. 

Choose ViVID™ integration to Jira Service Management: Achieving greater efficiency in incident resolution

Virima’s ViVID feature helps you solve incidents faster for major ITSM platforms like ServiceNow, Ivanti, Cherwell, and others. The same capability enhancement is available for the Jira Service Management platform. 

Virima provides deep, out-of-the-box integration to Jira ITSM. With a few steps, your IT teams will be able to achieve greater efficiency in incident management in the form of faster stakeholder identification, efficient collaboration, and quick identification of root causes. 
Book a demo today to learn more about ViVID™ integration into Jira Service Management.

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