Breaking down the Walls Between Dev & Ops and Customer Service

Companies operating always-on services have gotten adept at alerting the right Dev and Ops responders as service disruptions and issues occur. However, because information is rarely shared outside Dev and Ops organizations, there remains an incredible opportunity to improve efficiency, communication, and customer experience. In this session, Serhat Can, Technical Evangelist for OpsGenie, discusses how a new customer-forward approach provides the ability for any stakeholder to check the status of business-critical services running on AWS, report issues, and stay up to date on status changes. Serhat demos the incident lifecycle, starting with an alert from Amazon CloudWatch to developers to customer service to all the way down to the customers.

Transcript

1. SERHAT CAN | TECHNICAL EVANGELIST | @SRHTCN Breaking down the walls between dev & ops and customer service
2. We believe behind every great human achievement, there is a team. Our mission is to unleash the potential of every team. OUR MISSION
3. Dev and Ops before DevOps
4. Dev and Ops before DevOps
5. Dev and Ops after DevOps
6. Continues Integration and Delivery Automation Observability We do our best to be fast and robust Chaos Engineering
7. Incidents happen, no matter what. Traditional human saying
8. Hope is not a strategy. TRADITIONAL SRE SAYING
9. WE NEED PROACTIVE INCIDENT RESPONSE
10. Incident response IS NOT just about dev and ops teams.
11. Let’s visit a familiar scenario
12. CUSTOMER SERVICE RECEIVES COMPLAINTS CUSTOMER SERVICE
13. NEXT MOVE IS TO CREATE AN ISSUE IN JIRA DEVELOPERS CUSTOMER SERVICE
14. THIS RECEIVES SOME ATTENTION BY DEVELOPERS (HOPEFULLY) DEVELOPERS CUSTOMER SERVICE
15. IN THE MEANTIME, MORE ISSUES ARE REPORTED DEVELOPERS CUSTOMER SERVICE
16. CS DOES NOT KNOW WHAT TO TELL. CUSTOMERS ARE UNHAPPY. CUSTOMER SERVICE DEVELOPERS MANAGEMENT
17. Time and valuable feedback is lost The problems
18. Time and valuable feedback is lost The problems Only developers know what is going on
19. Time and valuable feedback is lost The problems Only developers know what is going on Customers are left in the dark
20. TEAR DOWN WALLS We can do better.
21. CLOUDWATCH REPORTS AN INCREASE IN HTTP 500 RESPONSES DEVELOPERS • AWS CloudTrail • Amazon Relational Database Service
 (Amazon RDS) • Amazon Route 53 • Amazon Simple Email Service
 (Amazon SES) • Amazon Simple Notification Service
 (Amazon SNS) • Amazon Elastic Compute Cloud
 (Amazon EC2) Amazon CloudWatch
22. DEVELOPERS INVESTIGATE AND COLLABORATE IN REAL TIME “Following the runbook instructions” “Checking logs” “Entering the status page entry !”
23. CUSTOMER SERVICE RECEIVES COMPLAINTS CUSTOMER SERVICE
24. CS CHECKS SERVICE STATUS PAGES FOR OPEN INCIDENTS CUSTOMER SERVICE
25. IF THERE IS NO INCIDENT IN THE SERVICE STATUS PAGE, 
 CS REPORTS A NEW PROBLEM CUSTOMER SERVICE
26. THERE IS AN OPEN INCIDENT IN THIS CASE; 
 NO NEED TO SPEND TIME ON FILING A TICKET CUSTOMER SERVICE
27. UPDATES ARE VISIBLE TO CS. THIS HELPS THE TEAM KEEP CUSTOMERS INFORMED. CUSTOMER SERVICE
28. … AND ALL YOUR TOOLS ARE UPDATED AUTOMATICALLY Amazon CloudWatch
29. ONCE THE INCIDENT IS RESOLVED DEVELOPERS CUSTOMER SERVICE MANAGEMENT
30. No more silos between devs and customer service
31. SERHAT CAN | TECHNICAL EVANGELIST | @SRHTCN Thank you!