IDC: Key Success Factors for IT Incident Communication

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In the event of a natural disaster or IT incident, the main goal of the incident management team and process is to facilitate an immediate response and service restoration by the most appropriate personnel. The primary mission is the restoration of normal service operation as quickly as possible while minimizing the adverse impact on business operations and ensuring that the best possible levels of service quality and availability are maintained.

Incident management includes any IT event or natural disaster that triggers a service disruption. This includes events that are communicated directly by users through an interface from event management to incident management tools. Everbridge conducted a Q & A with IDC’s Courtney Munroe on what variables to consider with an IT incident communication and collaboration solution to resolve downtimes and outages.

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IDC Analyst Connection:

Key Success Factors for IT Incident Communications and Collaboration

Courtney Munroe
Group Vice President, Worldwide Telecommunications Research, IDC

At IDC, Mr. Munroe is responsible for IDC's continuous research programs that focus on U.S. and Worldwide telecommunications services trends. These include landline and mobile telecommunications, as including the analysis and forecasting of demand side trends, and Service Provider transformation and segment dynamics. Mr. Munroe also works with IDC's regional analysts on IDC's Worldwide Telecommunications Services Database. He also contributes to IDC's consulting program, and has managed numerous consulting projects, presentations, and speaking engagements on industry trends around world.

Mr. Munroe was formerly Vice President at Probe Research, where he established and directed Probe's Telecom Services programs. These subscription research programs focused on US and Global Carrier strategies. Prior to joining Probe, Mr. Munroe was Associate Director of Global Telecom Service Markets at Northern Business Information. He has also worked at DRI/McGraw-Hill, an economic forecasting company. Mr. Munroe has an B.A. in Economics from Columbia University and has also attended the University of Wisconsin.