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What is an Alert Management Solution and Why We Need It?

Today every other business organization has multi-tiered and a managed IT infrastructure and is highly focused on expanding/empowering their infrastructure with new technologies.  The combination of servers, networks, applications, routers, etc. gives companies multiple opportunities to evolve and respond to customer needs quickly. At the same time, the flexibility of your digital framework is under pressure to sustain any condition. At times each update can cause an outage, or every add-on might bring complexity to the configuration. It affects the digital operations and efficiency of the product to meet its objectives.

Digital operations of today are nothing like what they were a few years ago. Previously, digging into email notifications from multiple monitoring tools or searching for crucial alerts, or correlating messages manually was a norm. But now, with the change of mechanisms and technology, you need tools that help you to interpret the data quickly and productively.

Alert Management solution is not a want anymore. It is a need that every company today should adopt in their IT operations. Alert management solution is effective as a nifty assistant that acts as a depository, translator, analyst, and operator for alerts. This will aid both business and DevOps. It facilitates other teams to meet their SLA (Service Level Agreement) and perform priority tasks better.

What is Alert Management?

Alert management is a process where a user gets to create new exception types, exception routing rules, organization exception types, and queues. Exception types are managed at the Hub level and contain information like queue-type the exception is assigned to, the default priority of the exception and the high priority threshold value.

The high priority threshold value is used to decide which alerts are of high priority. Alerts having a priority number lower than that of the high priority threshold are considered as a high priority. There are many PCA (Principal Component Analysis) fields that can be configured here.

Below we have mentioned some of the best practices for an effective Alert Management solution in function.

  • Offers complete alert content
  • Email notifications just give a glimpse of an issue or status update, to get the information about the case in its entirety, you will need an alert. The alert should include details about resource name, metrics, intensity along with information about tags, description, messages, node, occurrence time, and all other available information that might be handy. This will save time instead of manually looking out for data.

  • All alerts are available on a unified platform
  • There is no need to get confused with screen hopping frequently, you always get a bird’s eye view of all the information on a single platform.

  • Normalizing all alerts
  • Deciphering notifications from different monitoring tools can be overwhelming. For instance, one monitoring tool grades as “low”, “high” or “very high” whereas in another tool, the same metric is rated as “minimum”, “average” or 1, 2, 3, etc. To interpret these complex metrics, an efficient alert management solution should be used which simplifies all field values into a common standard.

  • Smooth segregation of alerts
  • Lesser and more important messages are divided and those messages that are crucial are created into actionable alerts. This saves time of the agents and also repetitive alerts are easier to detect and avoid.

  • Availability of an integrated service desk
  • An integrated service desk brings together insight and action items for a seamless process flow. It also helps in human decision-making processes.

    It also reduces the time for issue resolution and automatically routes incidents to appropriate agents.

  • Customize context and data
  • Alert management tools do noise reduction and also create rich context and incidents by putting similar alerts together. These tools help agents by doing higher-level analysis via ML (Machine Learning) for spotting patterns in any unrelated incidents.

  • Upgrades your network and framework
  • Alert management tools give information about any underlying issues, performance of the workflows, and any other information necessary for digital operations. They provide insights which help in optimizing the cost and productivity of teams.

  • Improves overall productivity
  • An alert management solution are what organizations are going after while rooting for growth and innovation. The biggest advantage of alert management solution is minimizing and preventing outages. It also impacts the productivity of the teams as they will work on root cause analysis and other priority tasks. An agile, resilient and smart alert management solution can be a key differentiator for your company in terms of sustaining and forging ahead in the competition.


The alert management solution helps organizations to analyze all kinds of alerts in the environment. It not only integrates alerts generated within order management systems (OMS) but also imports alerts from connected SCOM (System Center Operations Manager) management groups into log analytics. It is best recommended to go with an expert for installing alert management solutions. Reach out to our team at Embitel technologies who are a registered partner of Freshworks and can provide exceptional service in integrating and leveraging Freshworks’s freshservice solution, in line with your business goals.


About the Author

Vaibhav is a digital-marketing professional with a deep-rooted interest in everything automotive. Regular collaborations with automotive tech guys keep him apprised of all new trends in the automotive industry. Besides digital marketing, Vaibhav is fond of writing and music.

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