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Human Load Balancing: Creative Strategies for M...
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David
November 11, 2015
Business
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Human Load Balancing: Creative Strategies for Managing On-Call
Some stuff we've seen about what works— and doesn't — talking to customers at PagerDuty.
David
November 11, 2015
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Transcript
@dshack Human Load Balancing Creative Strategies for Managing On-Call
@dshack PagerDuty 6 years in the business 1,000s of customers
around the world 10,000s of schedules, some crazier than others
@dshack On-Call Human(s) Problem
@dshack Optimizing On-Call Effective Response Low Switching Costs Sustainable
@dshack Rotations
@dshack Weekly (or biweekly) Rotation S M T W Th
F Sa A B C D
@dshack Weekday/Weekend S M T W Th F Sa C
A D D B A A C B B D C
@dshack Monthly A B C Jan Feb Mar
@dshack Daily S M T W Th F Sa A
B C D A B C D A B C D A B
@dshack Hourly? 8am-10am A 10am-12pm B 12pm-2pm C 2pm-4pm D
4pm-6pm E
@dshack Follow-the-sun 8am-4pm UTC-8 8am-4pm UTC+0 8am-4pm UTC+8
@dshack Dynamic Routing
@dshack Round Robin A B C
@dshack Race to the pager
@dshack Deploy-driven
@dshack Pro Tips
@dshack Ritualize handoff Midweek is best Write down significant events
Secondaries before or after primaries in rotations
@dshack Empower responders to fix shit On-call? Work on issues
that affect on-call Concentrate interrupts on on-call person to help the rest of the team achieve flow
@dshack Page-Measure-Learn Figure out what’s working and what doesn’t Try
new stuff Keep improving!
@dshack Happy On-Calling!