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What is IT On-call?

How does it work?

IT on-call refers to the process of putting IT administrators, developers, security operators or other members of the engineering staff into after-hours or weekend call schedules, assigning them responsibility for managing IT alerts outside of traditional work hours.

Team members are placed into on-call rotations or an on-call schedule and respond to priority outages or disruptions of important technologies based on when they are on-call. With multiple staff members handling on-call duty, on-call management becomes much easier with effective on-call processes supported by automation. Effective on-call policies ensure that individuals share the burden equally for responding to critical incidents that occur on weekends, weeknights and holidays.

IT On-call

IT On-call solution

Signs that your team needs an on-call solution

Missed alerts

An important indicator that an IT team needs to have an on-call schedule is when they miss an important alert related to equipment failure, cybersecurity threats or similar critical IT issues. Since missed alerts can lead to prolonged downtime and lost productivity, businesses often start the process of evaluating on-call scheduling solutions after a post-mortem review of the critical incident.

Burnout and alert fatigue

Organizations who don’t have an effective on-call rotation policy risk overburdening and burning out key individuals with after-hours work. Also, when team members don’t have a way to forward or escalate responsibilities if they need help resolving a particular issue or if they are already working on assigned tickets and more issues crop up, they experience alert fatigue.

Before organizations risk losing high performing IT employees, they should consider better on-call management and on-call scheduling.

IT On-call cuts down alert fatigue

How OnPage helps with on-call scheduling

OnPage’s incident alert management platform and smartphone app enable IT teams to effectively work in on-call rotations. With OnPage, teams are able to:

> Create and manage escalation policies

> Ensure alerts are persistent –  Alerts continue for up to 8 hours until acknowledged

> Review audit trails and track messages – Teams can see when messages were SENT, DELIVERED and READ

> Ensure that every group gets their preferred, on-call rotation with on-call scheduling for multiple individuals without limitation to location

> Add images and voice attachments to text messages to convey more information, allowing for better informed decisions.

WHITE PAPER : How To Survive Being On-Call

Discover how to improve on-call processes to achieve key performance goals while improving work-life balance. The How To Survive Being On-Call white paper highlights:

  • The processes that need to be set in place before an incident occurs
  • The best way to organize your team
  • Automation that leads to better workflow

How To Survive Being On-Call