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Mobile Incident Response Tools and Resources

Juan Nino October 18, 2018

Mobile Monitoring & Alerting On-Call
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When an alert comes through, what happens next? For many teams, it’s a hodgepodge of emails, text messages, Slack conversations, and phone calls. And, if you’re also using a homegrown solution for on-call scheduling and alerting, notifications can get lost in the shuffle or become incorrectly prioritized. That’s where mobile-friendly incident response tools come in handy.

You never know when you’ll be notified about a disk usage spike. So, it’s important to have processes and tooling built out to provide you with alert context and an avenue for faster collaboration. In circumstances where you’re not near a computer, mobile incident response and remediation tools, such as our own mobile app, are highly effective for making on-call suck less.

Mobile Incident Management

More and more people are using mobile devices to perform functions previously performed from a desktop computer. Why should incident management be any different?

While a number of incident remediation steps need to be handled from a computer, initial alert routing, escalation, and communication should be possible through a robust mobile application. Mobile-friendly incident response applications and tools should allow you to see an incident’s full context directly from your phone.

Because of the growing adoption of mobile-friendly websites and applications, we wanted to cover some helpful on-call tools and resources for mobile incident response.

Between 2016 and 2017:

  • The percentage of visits from mobile devices grew from 57% to 63%
  • The percentage of time on site from mobile devices grew from 40% to 49%
  • Mobile bounce rates dropped from 52% to 47%

(Source: Stone Temple)

As you see above, more and more people are using mobile devices for both personal and business matters. Tools that work across both desktop and mobile devices are essential to a team’s overall productivity.

So, you not only need to develop mobile-friendly services for your customers, but you also need mobile tools to help you monitor and alert on failures, negative user experiences, and other incidents. That’s why we wanted to first discuss some helpful ways to monitor and alert on mobile app performance.

Monitoring and Alerting on Mobile Application Performance

Monitoring app usage and mobile performance can help you create better services for your customers. Tracking the ways users are actually using your app, not how you think they’ll use it, results in more positive user experiences. In order to help you get started, we thought we’d provide you with a few key metrics that are helpful to track:

  • App Launch and Reopen Time
  • Battery, Data, and Memory Usage
  • Mobile UI Response Time
  • Monitoring for Crashes and Errors

In case you want to learn more, in a previous post we dive deeper into these measurements and some more resources to help you actively track this information. But for this article, we wanted to go a step further and talk about using mobile applications for on-call responsibilities.

Mobile Application Benefits When On-Call

If you ask anyone who’s taken on-call responsibilities, they’ll typically say something like, “Being on-call sucks.” That’s where mobile-friendly on-call incident response tools come in. In the past, if someone was alerted to an incident at 3 AM, there was no way to quickly see if the alert was actionable or not.

Enter your on-call mobile app. Rather than a simple text message, email, or phone call stating there’s an issue, you can actually open your incident management tool from your phone and see the alert context. If it’s actionable, you can route alerts, escalate the problem, communicate with teammates, and sometimes even remediate the issue directly through the mobile app. And if you do need to get up and log in to your computer, you’ll be able to figure this out faster.

Also, your incident management tool can integrate with other monitoring, chat, and ticketing solutions to help centralize your incident data. That way, multiple people from cross-functional teams are privy to the same alert context, whether they’re using the mobile app or the web application. Then, when conducting post-incident reviews, you’ll have a detailed history of every action or event that took place throughout an incident’s lifecycle.

Conclusion

Mobile and web applications will often serve different purposes, yet provide complementary value. People are migrating toward a higher usage of mobile services, yet also expect to easily transition workflows to a desktop, if necessary. A highly integrated web and mobile application will offer deeper visibility and help your team collaborate–across any platform.

Seamlessly transition incident workflows between desktop and mobile devices with a highly collaborative incident management solution. See the benefits of a robust on-call mobile app for yourself–enroll in a 14-day free trial of VictorOps to start making on-call suck less.

Let us help you make on-call suck less.

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