ServiceNow has added an incident management platform to its software-as-a-service (SaaS) portfolio. Lightstep Incident Response is based on the Lightstep observability platform acquired by ServiceNow last year and gives devops access to tools that allow them to quickly pinpoint the root cause of incidents through a self-service portal . ServiceNow said the new platform enables developers and site reliability engineers (SREs) to reduce downtime by arming them with service context and automation to effectively respond to incidents such as bugs in software, power outages, or down networks.
RJ Jainendra, vice president and general manager of emerging businesses at ServiceNow, said: “What we are hearing from developers and SREs is the elimination of the‘ context switch’ — switching between observability, on-call , collaboration, and incident management tools — will reduce human errors and speed up response times. At Lightstep Incident Response, we give teams a single platform that orchestrates on-call escalation, alert grouping, incident analysis, and remediation, while seamlessly integrating collaboration and incident management tools to remove context switches and resolve incidents quickly. “
The new platform manages the organization’s on-call rotations by synchronizing schedules to a shared calendar; Specific tags indicate who needs to be looped based on the nature of an incident and service affected. Collaborators are then invited to a dedicated channel based on prebuilt collaboration integrations for quick remediation. They can also create automations that self-triage and remediate problems on their own in case they recur.
Lightstep Incident Response integrates leading monitoring, observability, and collaboration tools such as LogicMonitor, Sumo Logic, and Zoom. “For ServiceNow customers, Lightstep Incident Response is natively integrated with the Now Platform, allowing users to quickly respond or escalate incidents to the right team all on one platform and connect incident response to core operations — putting the full power of their organization behind the end ‑customer experience, ”the company added.
“Combining real-time incident observation and response gives on-call engineers powerful insight into important changes and the ability to act quickly,” said Ben Sigelman, general manager of Lightstep and cocreator of OpenTelemetry. “With the introduction of Lightstep Incident Response, we deliver the all-in-one solution for developers and SREs to act with the speed and efficiency necessary to maintain exceptional experiences for customers who use their applications and service. “
Lightstep Incident Response is offered as free and paid versions, with a pricing model based on the number of active services operated.
Copyright © 2022 IDG Communications, Inc.