For enterprise leaders hoping to ensure their companies can respond to outages whenever they happen, there are some essential tactics to execute, according to Mukesh Ranjan, Vice President at Everest Group.
- Enable self-service for commonly occurring issues: Leaders can create marketplace portals, one-click resolutions, FAQs, and do-it-yourself videos contextual to company needs
- Incorporate chatbots with embedded RPA: To address key workflows and use cases such as internet issues
- Make resources available: During weekends and graveyard shifts, have a go-to process to respond to critical outages
- Follow the sun model: Create rotation schedules to ensure round-the-clock resolution