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Human Load Balancing: Creative Strategies for M...

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November 11, 2015
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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.

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David

November 11, 2015
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Transcript

  1. @dshack Human Load Balancing Creative Strategies for Managing On-Call

  2. @dshack PagerDuty 6 years in the business 1,000s of customers

    around the world 10,000s of schedules, some crazier than others

  3. @dshack On-Call Human(s) Problem

  4. @dshack Optimizing On-Call Effective Response Low Switching Costs Sustainable

  5. @dshack Rotations

  6. @dshack Weekly (or biweekly) Rotation S M T W Th

    F Sa A B C D

  7. @dshack Weekday/Weekend S M T W Th F Sa C

    A D D B A A C B B D C

  8. @dshack Monthly A B C Jan Feb Mar

  9. @dshack Daily S M T W Th F Sa A

    B C D A B C D A B C D A B

  10. @dshack Hourly? 8am-10am A 10am-12pm B 12pm-2pm C 2pm-4pm D

    4pm-6pm E

  11. @dshack Follow-the-sun 8am-4pm UTC-8 8am-4pm UTC+0 8am-4pm UTC+8

  12. @dshack Dynamic Routing

  13. @dshack Round Robin A B C

  14. @dshack Race to the pager

  15. @dshack Deploy-driven

  16. @dshack Pro Tips

  17. @dshack Ritualize handoff Midweek is best Write down significant events

    Secondaries before or after primaries in rotations

  18. @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

  19. @dshack Page-Measure-Learn Figure out what’s working and what doesn’t Try

    new stuff Keep improving!

  20. @dshack Happy On-Calling!