EMC 使用 SMS 发送紧急 IT 警报

电磁兼容

EMC是一家全球云计算公司，为全球数千家企业提供数据存储、数据中心基础架构、分析和信息技术服务。

EMC 希望找到一种劳动强度更低、更直接的方式来提醒员工 IT 系统更新。传统上，如果一项服务出现故障，IT 会起草一封电子邮件，对其进行验证，让几个利益相关者签字，最后发送。然后他们希望用户的电子邮件不受影响，并且用户实际上会打开并阅读它。

在一个月内发送了 120 万封此类警报电子邮件后，EMC 决定必须有更好的方法。为了节省时间和资源，EMC 构建了一个自动化 IT 警报系统，并选择 Twilio SMS 为超过 68,000 名员工提供支持。

数以千计的 EMC 员工依靠一套关键的 IT 工具在 EMC 总部和世界各地开展工作。如果其中一种工具（例如电子邮件或 VPN）出现故障，员工需要立即知道。传统上，EMC 使用电子邮件向公司更新 IT 警报。但是，这些信息并没有足够快地传达给员工。

使用新建的自动警报系统，直接连接 Twilio SMS 将是直接的下一步。然而，EMC 团队更进一步，在 Twilio 之上添加了一个内部 API 服务层。借助此服务层和简单的仪表板，员工可以选择他们想要监控的服务以及自己创建新警报。

使用 Twilio 六个月后，Hourani 预测出站短信量将达到每月 900,000 条。员工对此感到高兴。在 IT 部门宣布新的 SMS 监控服务后，Hourani 立即收到了“大量”积极的电子邮件。 Hourani 很清楚，他们不会回到基于电子邮件的警报系统。

• The transition to Twilio SMS for IT alerts has resulted in happier users and less work for the IT department. Employees have responded positively to the new SMS monitoring services, and the company has no plans to return to an email-based alert system. The automated Twilio infrastructure eliminates the need for manually sending alerts, as they are automatically generated as soon as the monitoring tool detects an issue. The internal service layer also simplifies reporting usage by department, allowing finance to easily see which groups are using the service and bill them accordingly. The IT team can also clearly demonstrate the value of the tools they provide. The implementation was so smooth that the team did not have to contact support even once.

• Reduced the number of alert emails sent from 1.2 million in a month to an estimated 900,000 SMS alerts a month.
• The SMS alerts are three times more likely to be read by users than emails.
• The solution is scalable to the needs of 68,000 employees.