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Eric Sigler, Engineering Manager, PagerDuty

July 13, 2016

Delivering Modern Operations on AWS

Delivering Modern Operations on AWS

Eric Sigler, Engineering Manager, PagerDuty

Agenda:

Business Context

Dueling Concerns

Modern Operations

Examples

PagerDuty is an agile incident

management solution that

integrates with ITOps and

DevOps monitoring stacks to

improve operational reliability

and agility.

“Modern operations?”

Pressures on the Business

Innovation Pace

Brand

Competition

Security

Customer Demands

Relevant

The Agility-Predictability

Paradox

Release Velocity

New Markets

Responding to Feedback

Customer experience

Uptime and Performance

Security & Compliance

Agility Predictability

Bimodal IT

“Bimodal IT is the practice

of managing two separate

but coherent styles of work:

one focused on

predictability; the other on

exploration.”

Mode 1:Focused on predictability,

waterfall planning,

annual budget cycles,

IT-centric POV

Mode 2:Focused on exploration,

shortened feedback cycles,

customer driven POV

• Compliance

• Plan Driven

• Long Term Cycles

• Conventional Process

• IT Centric

• Low Customer Touch

Mode 1

• Fluid

• Agile

• Continuous

• Short Cycle

• New Project

• High Customer Touch

Mode 2

Modern operations is about

helping IT operations in both

modes co-exist peacefully.

We could just throw tools at it.

But tools alone are not the solution.

47%Of teams use 6+monitoring tools

27%Consolidate alerts

Source: Dimension Data

Title TextModern Ops

People

Process

Tools

People

• Identify WHO needs information

• Explain WHY its important

• Provide a communication path

• Enable orchestrating responses

• Promote social ops collaboration

Modern Ops

Process

• Identify issues, provide business

context, and GUIDE responses

• Streamline workflows, with an eye

towards the user

• Automate where possible,

document where not

Modern Ops

Tools

• Integrate across both modes

• Link infrastructure to technical

context AND business context

• Help minimize communications

overload, and focus on the right

issues

Modern Ops

Content Context is king.

Example Service #1:

Event Transformer

Title Text

Reliability is kinda

important to us.

Once more, with

feeling!

Title Text

And to bring it full

circle…

Let’s recap

Value for the organization

Agility

Multi-Speed IT

Add BusinessValue

UnderstandExperiments

ManageWhat Matters

Collaborate

Work-LifeHarmony

Enable a culture where teams

focusing on either “agility” or

“predictability” can work

closely together to build and

operate software.

Thank you!

Questions?