DevOps In An Unplanned World

 

Perfecting Communication During Critical Incidents

 

READ THE EBOOK

 

DevOps is more of a philosophy than a procedure. Unlike ITIL, there are no such things as DevOps best practices today. And if you polled 100 organizations on their experiences implementing a DevOps strategy within their existing business processes, you’d likely get 100 different answers. But what’s common is that at the center of any DevOps initiative, communication is key.

Communication is the glue
that binds Dev and Ops

 

For many years now, traditional IT shops have operated with a natural divide present between developers and operations. Developers work on the code and then hand it off to operations staff to ready it for release and make sure it actually runs in production. In the days of waterfall development, this method seemed to work just fine. With increasing popularity of agile projects, an iterative approach dictates that dev and ops need to work hand in hand on a daily basis. Add to that, an increasing demand for faster release cycles, means an increasing need for close and timely collaboration to help avoid the friction every time work is handed over dev and ops.

What happens when Major IT incidents occur that are outside the bounds of the typical release schedule?

 

Unfortunately, that’s when those lines of communication are not in place that processes break down.

…and every minute of IT outage can mean tens or hundreds of thousands of dollars — sometimes costing millions per outage — lost when mission critical business applications are unavailable.

Trying to collaborate with Dev and Ops can feel like trying to mix oil and vinegar if the goals of each department are not aligned. As a result, IT’s ability to deliver maximum business value is greatly reduced. In order to efficiently drive the business forward, Dev and Ops must get along, communicate and collaborate.

Get Dev and Ops on the same page and start saving big!

 

To be successful, organizations need to break down the existing walls between Dev and Ops and create a central communication and collaboration center. This will ensure proper and timely communication with all stakeholders especially in case of major IT incidents when the organization needs to respond as quickly as possible to limit the negative impacts on the business.

The communication hub equipped with an IT Communication solution will facilitate:

  • Reaching out to the right on-call people among all the different teams: Infrastructure, Server, System Administration, middleware, network, DBA, QA, support team, service desk and the application developers.
  • Because emails don’t wake up people, they will be able to leverage the IT Communication solution to reach out to people via multiple channels until they respond ((voice, SMS, Email, push notification app, paging, etc.), or automatically escalate to the next resolver on the on-call list.
  • Providing the right information so that the IT resolvers start investigating the issue, identify the root cause and put a resolution plan together without wasting time.
  • Get people to collaborate together using the same telecommunication and collaboration tools whatever the time zone and wherever they may be located.
  • Contacting 3rd party vendor in case the problem is not attributable to the company bust caused by an external piece of software.
  • Informing the other departments if the business impact grows so big that it affects the company profitability or reputation such as a cyber-attack leading to a data breach for instance. The CEO, legal and marketing may need to be informed to anticipate the consequences.
  • Informing end-users or customers to limit the number of incoming calls into the helpdesk.

Over the course of numerous critical incident, this could mean a significant savings to the organization.

Start Automating Communications and Reduce Time to Resolution