From support to fix
- zendesk issue:
A big consumer electronics company reports
that when pressing a button, things break.
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From support to fix
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From support to fix
Fix is scheduled for a release*
A developer picks up the issue
Logs status and links merge request
The fix is merged by a merge request endboss
(can be outside of GitLab Inc)
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o"en, a fix is contributed before we
can start to work on it
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Feature Requests
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Feature Requests
Issues on the same open issue tracker on GitLab.com
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Feature Requests
Everyone can vote, comment and contribute
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Feature Requests
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Everything in the same place
No hidden informa-on
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A community truly works together on building
be5er so6ware when it's open
Customers, single developers, open source users, our employees all
have the same goal
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How to be produc-ve as an open
company
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REMOTE ONLY
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No content
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Work asynchronously
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write everything down
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+ have a single source of truth
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Discuss something important in Slack?
Create an issue.
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Confused about something?
Figure it out and document it.
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Create an open handbook
about.gitlab.com/handbook
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Open source
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By wri'ng everything down and making it
open, everyone had the same tools
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Working asynchronously enabled
collabora3on within the community
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Community members started to contribute to
the handbook
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Open Direc*on
about.gitlab.com/direc0on
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Open Culture
about.gitlab.com/culture
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Open Strategy
about.gitlab.com/strategy
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Open Opera(ons
gitlab.com/gitlab-com/opera0ons
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Open Marke*ng
gitlab.com/gitlab-com/marke0ng
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Open Team
about.gitlab.com/team
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Open People Ops (HR)
gitlab.com/gitlab-com/peopleops
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How to work in the open
1. Work async
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How to work in the open
1. Work async
2. Open everything
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3. Give everyone the same tools
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By opening up everything, including all
resources our developers are using, everyone
essen5ally has the same tools
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Except for CI
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No one wants to wait for CI builds to complete
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1. Built Autoscaling CI
higher demand? More Runners up within a minute or less
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2. Free CI for everyone
(On GitLab.com or your own server)
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Gitlab developers have no leg-up on
community contribu7ons