Enterprises today need the ability to have detailed reporting in their systems of record. xM is a tool that is used for incident management and/or incident response within the Enterprise but typically is just one spoke in a wheel of tools including CRM and others.
As a result, most enterprises will need to source all of the available data that relates to incidents such as:
- Teams bridge information, i.e. who joined and when, who left and when, date and time stamps for chats
- xM incident responder information, i.e. what groups were paged, who got paged in that group, who actually accepted the page
- CRM like serviceNOW to manage the INC record
Assuming that all alert events occur via an INC, xM should have an API that can provide:
- At the time of the request, all current information (logs) for an INC
- All INC and their associated information (logs) for a period of time
- Delta updates for an INC that does not have a Resolved status
This allows for a few different capabilities.
The first is that within other systems, you could provide near real-time data related to incident responders. Who’s coming to my incident?
Second, reports can be built that pull together all INC data where responder data could then be used to answer questions such as:
- How long did it take from the time a group is paged out to when someone acknowledged to when they actually joined the bridge? This would provide a more true mean time to respond as it represents the time when a page goes out to when someone actually is available to being work.
- Data can persist for longer periods of time. Since data is only available for 90 days on xM platform, most companies need to have historical incident reporting capabilities.