ServiceNow provides incident response platform to SaaS portfolio

ServiceNow has added an incident administration platform to its software-as-a-service (SaaS) portfolio. Lightstep Incident Response relies on the Lightstep observability platform ServiceNow acquired final yr and offers devops groups entry to instruments that allow them to rapidly decide the basis explanation for incidents by way of a self-service portal. ServiceNow mentioned the brand new platform permits builders and website reliability engineers (SRE) to scale back downtime by arming them with the service context and automation to successfully reply to incidents similar to software program bugs, energy outages, or downed networks.

RJ Jainendra, vp and basic supervisor of rising companies at ServiceNow, acknowledged: “What we’re listening to from builders and SREs is that eliminating ‘context swap’—flipping between observability, on‑name, collaboration, and incident administration instruments—would cut back human errors and pace up response occasions. With Lightstep Incident Response, we’re offering groups with a single platform that orchestrates on‑name escalation, alert grouping, incident evaluation, and remediation, whereas seamlessly integrating with collaboration and incident administration instruments to eradicate context swap and resolve incidents with pace.”

The brand new platform manages a company’s on‑name rotations by synchronizing schedules onto a shared calendar; particular tags point out who must be looped in based mostly on the character of an incident and the service that’s impacted. Collaborators are then invited to a devoted channel based mostly on prebuilt collaboration integrations for fast remediation. They will additionally create automations that self‑triage and self‑remediate issues ought to they reoccur.

Lightstep Incident Response integrates with main monitoring, observability, and collaboration instruments similar to LogicMonitor, Sumo Logic, and Zoom. “For ServiceNow clients, Lightstep Incident Response natively integrates with the Now Platform, permitting customers to rapidly reply to or escalate incidents to the precise group all on one platform and connecting incident response to core operations—placing the complete energy of their group behind the tip‑buyer expertise,” the agency added.

“Combining actual‑time observability and incident response offers on‑name engineers highly effective perception into the modifications that matter and the power to behave rapidly,” mentioned Ben Sigelman, basic supervisor of Lightstep and cocreator of OpenTelemetry. “With the introduction of Lightstep Incident Response, we’re delivering the all‑in‑one answer for builders and SREs to behave with the pace and effectivity crucial to take care of distinctive experiences for patrons utilizing their functions and providers.”

Lightstep Incident Response is obtainable as free and paid variations, with a pricing mannequin based mostly on the variety of energetic providers being managed.