Executive Summary
Unplanned downtime is a nightmare for every IT executive. Long-drawn war rooms drain valuable resources, and businesses lose opportunities and risk brand damage. Given the many choices and alternatives for any service, reducing churn by providing reliable services is a top priority for any digital business. Having siloed teams, siloed monitoring/observability tools, multicloud operations, hybrid locations, blend of legacy, shortage of skilled IT analysts, and new tools all add to the issue.
While many organizations invest heavily in observability and monitoring solutions, incident triage and resolution remain very manual processes in most organizations. A perfect system should consume alerts from multiple sources, identify the root cause (with the help of AIOps), route the incident and appropriate actions to the responsible resource, provide detailed context and possible solutions for the incident, and, if possible, automatically resolve the issue. These systems should also be able to properly prioritize incidents based on business context and value, and assign or escalate them accordingly. In other words, while observability, monitoring, and AIOps can help identify incidents and their root causes faster, incident management enables quick resolution.
Threshold Criteria
Constellation considers the following criteria for these solutions:
- Automatic incident triaging to reduce manual toil
- Automated incident response
- Business context-based incident escalation
- Event intelligence ingestion
- Incident prioritization and proper assignment
- Centralized on-call management (scheduling and alerting)
- DevOps tools integration
- Integration with open or closed source LLMs (such as ChatGPT, Bard, LLaMa2, etc.)
- Status Pages – with options for internal, external and executive dashboards
- Integration with Slack, Teams, and WhatsApp
- Incident Analysis – Analyze & unearth incidents and trends that will affect reliability
- SLO Manager
The Constellation ShortList
Constellation evaluates more than 40 solutions categorized in this market. This Constellation ShortList is determined by client inquiries, partner conversations, customer references, vendor selection projects, market share, and internal research.
- Atlassian
- AlertOps
- Blameless
- FireHydrant
- Incident.IO
- ManageEngine SeviceDesk Plus
- PagerDuty
- Rootly
- ServiceNow
- Salesforce Service Cloud/Slack
- Shoreline/Google
- Squadcast
- Splunk
Frequency of Evaluation
Each Constellation ShortList will be updated at least once per year. There could be an update after six months if the analyst deems it necessary.
Evaluation Services
Constellation clients may work with the analyst and research team to conduct a more thorough discussion of this Constellation ShortList. Constellation can also provide guidance in vendor selection and contract negotiation.