Breaking down the Walls Between Dev & Ops and Customer Service

8f43892395260c6ad14618987099ddcc?s=47 Serhat Can
November 28, 2018

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.

8f43892395260c6ad14618987099ddcc?s=128

Serhat Can

November 28, 2018
Tweet

Transcript

  1. 1.

    SERHAT CAN | TECHNICAL EVANGELIST | @SRHTCN Breaking down the

    walls between dev & ops and customer service
  2. 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. 16.

    CS DOES NOT KNOW WHAT TO TELL. CUSTOMERS ARE UNHAPPY.

    CUSTOMER SERVICE DEVELOPERS MANAGEMENT
  4. 19.

    Time and valuable feedback is lost The problems Only developers

    know what is going on Customers are left in the dark
  5. 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
  6. 22.

    DEVELOPERS INVESTIGATE AND COLLABORATE IN REAL TIME “Following the runbook

    instructions” “Checking logs” “Entering the status page entry !”
  7. 25.

    IF THERE IS NO INCIDENT IN THE SERVICE STATUS PAGE,

    
 CS REPORTS A NEW PROBLEM CUSTOMER SERVICE
  8. 26.

    THERE IS AN OPEN INCIDENT IN THIS CASE; 
 NO

    NEED TO SPEND TIME ON FILING A TICKET CUSTOMER SERVICE
  9. 27.

    UPDATES ARE VISIBLE TO CS. THIS HELPS THE TEAM KEEP

    CUSTOMERS INFORMED. CUSTOMER SERVICE