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Session 109: Duck, Duck, Goose, and the Black Swan: Modernizing Incident Response

Dave Cliffe (Head of Digital Imagineering, PagerDuty)

Location: Panzacola H3/4

Date: Wednesday, April 10

Time: 10:15am - 11:15am

Pass Type: Conference and Expo Package, Executive Connections - Get your pass now!

Track: Service Management, Service Optimization

Format: Session

Vault Recording: TBD

Audience Level: All

Thanks to the strides made in monitoring over the recent years, it's become easier and easier to watch your production systems like a hawk. Dashboards, though, are often just peacocks: beautiful, but not really useful. In critical situations, you need to get your systems up and flying again; the symptoms of underlying issues are all there, just waiting to be plucked. And the good news is, you're not alone in figuring it out: ducks fly together...as long as they're coordinated.

DevOps is drastically changing how organizations support their customers. Automation is just the gateway drug to operational efficiency - removing friction so that everyone can better support the customer. But automation is only a part of solving the broader sociotechnical challenge of transforming how we deliver services to our customers. Effective incident response also requires significant people investment (training, practice) and process investment (structure). This session will tackle these issues and more, from the duckiest to the fowl-est.