Incident Alert Management System Enhancement

This document is a case study detailing how a major paper and packaging firm in the Mid-West improved its incident management process through the implementation of OnPage’s incident alert management and on-call solution. The firm faced significant challenges with missed alerts that hindered their IT team's ability to address critical infrastructure and security issues promptly, particularly during after-hours. The existing notification system, reliant on email, was insufficient for urgent communications, leading to overlooked incidents. To resolve these issues, the company integrated OnPage with their Autotask ticketing system, ensuring that alerts were automatically paged to the on-call engineer. The system also allowed for seamless communication through voice calls and Slack messages, with escalation features to ensure that no incident went unaddressed. The implementation resulted in reduced response times, improved accountability, and enhanced transparency within the IT department, enabling more efficient incident management.