The traditional model of incident management using ticket handling progresses a ticket through multiple tiers: L1, L2, L3. This model creates queues that elongate response times and create ticket handoffs, which loses vital context with each group. In complex systems and failures, the ticket is delayed in getting to the correct responders. The end result is long response times and customer frustration. In the new Prepare/Respond/Review Incident Management Framework, we advise against using this … [Read more...]
Seven Well-Defined Incident Response Triggers
While complete outages are still a key trigger for response, degraded service is considered incredibly impactful in the minds of consumers. As part of the new Incident Management Framework proposed in this white paper, organizations need to identify and remediate potential issues before customers are aware there is a problem. Both the business and the incident-response team also require better visibility into the business impacts of service outages and degradation. Identifying Incidents To help … [Read more...]
Building an Incident Management Response Team
When many organizations are faced with an incident, the lack of clear roles and responsibilities among the teams leads to poor collaboration, communication, and work overload. This in turn leads to missed tasks, redundant work, loss of information, delays, and frustration within the team. Without clear roles, incident response and resolution can be delayed, and the quality of response for the team and the customer is poor. As part of the Prepare/Respond/Review Incident Management Framework, the … [Read more...]
Framework for Incident Management: Prepare, Respond, Review
Learn to improve your organization's incident management with this new framework for incident management: Prepare, Respond, Review. In this posts, based on the white paper A Framework for Incident Response, Assessment, and Learning, by Shaaron A. Alvares, Josh Atwell, Jason Cox, Erica Morrison, Scott Prugh, and Randy Shoup, we present fresh incident management framework to help you improve your overall organizational response to incidents. In the white paper this framework is broken down into a … [Read more...]
Getting Started with Dojos for Technology Organizations
With the new digital economy, many organizations are facing an unparalleled rate of change and having trouble keeping up. Agile/DevOps Dojos can be a uniquely powerful vehicle for accelerating digital transformation in an enterprise. This post will explain what an Agile/DevOps Dojo is, how to maximize the power of it, and how to create your own company Agile/DevOps Dojo. Written by experts in the field, Ross Clanton (formerly of Target and Verizon, and currently of American Airlines), Jaclyn … [Read more...]
What is GitOps?
By Cornelia Davis, Chris Hill, Dwayne Holmes, Tom Limoncelli, and Gail Murphy There isn't really clarity in the industry as to what GitOps is. After two days of discussion and consensus building at the 2021 DevOps Enterprise Forum, a team of experts came to the following conclusion: GitOps supports the DevOps agenda in a particularly effective manner (where Git is the interface for operational actions). But that's only the very highest level definition. The following post lays out a brief … [Read more...]
Project to Product Transformation Case Study: Fortune 100 Apparel/Sportswear Enterprise
This study focuses on a Fortune 100 apparel/sportswear enterprise that had success incubating their model and is currently in the scaling stage of enterprise product transformation. It follows the Seven Domains of Transformation as laid out in this previous post. Transformation Implementation This enterprise started incubating their transformation in their digital and customer-facing portfolios. They had strong leadership there that had previous experience moving to a product-centric model … [Read more...]
Taking a Fresh Look at Enterprise Business Systems
A group of industry experts tackled the challenge of ERP updating as part of the 2020 DevOps Enterprise Forum. This team (Pat Birkeland, Adrian Cockcroft, Damon Edwards, Chris Kernaghan, Courtney Kissler, Scott Nasello, Ron Olshausen, and Jim Sherwin) was primarily trying to offer guidance to enterprises about how they may think about the impact that digital transformation (DevOps, Lean, etc.) is placing on incumbent business systems (such as ERPs and middleware) within their integrated … [Read more...]
Project to Product Transformation Case Study: Fortune 100 Retail Enterprise
This study focuses on a Fortune 100 retail enterprise that demonstrated sustained progression through the three stages of enterprise product transformation. Transformation Implementation Their journey began with grassroots experimentation in a small number of technology teams within the digital and API platform organizations. As initial success was seen in this experimentation, they also spanned their new practices across a few mainframe and monolithic applications. The initial focus of the … [Read more...]
Making a Case for Continuous Improvement
The Constant Need for Change Many organizations often unknowingly exhibit complacency and only incorporate significant change when a crisis or imminent threat emerges. This is especially true in organizations that have had success in the past. In this excerpt of the Change in a Successful Organization whitepaper from Michael Winslow, Tamara Ledbetter, Adam Zimman, John Esser, Tim Judge, and Carmen DeArdo, we'll explore how to answer the following questions without a crisis: How do you create … [Read more...]
