Slack Central Incident Management #Easy-to-use #Without-skill

Presentation as a Spotlight Speaker at IBM/Kyndryl Slack Champion Community at 2021/09/29.

Agenda
1. Self Introduction – Takaaki Tsunoda
2. Slack Central Incident Management Architecture #Easy-to-use #Without-skill
3. How to use my solution effectively
4. Why I selected Simplest way without workflow or email integration
5. What I archived thanks to this community
Appendix1. How to set default channel for user group
Appendix2. How to set Welcome Workflow by using template

#Slack #incidentManagement

Transcript

1. Slack Central Incident Management #Easy-to-use #Without-skill IBM,Kyndryl Slack Champion Takaaki Tsunoda
2. Community Spotlight Takaaki Tsunoda
3. Agenda 1. Self Introduction – Takaaki Tsunoda 2. Slack Central Incident Management Architecture #Easy-to-use #Without-skill 3. How to use my solution effectively 4. Why I selected Simplest way without workflow or email integration 5. What I archived thanks to this community Appendix1. How to set default channel for user group Appendix2. How to set Welcome Workflow by using template
4. 1. Self Introduction – Takaaki Tsunoda Current Role Platform SRE and Delivery Program Manager at large outsourcing project. History Joined IBM GTS in 2015. Started career to deliver shared ITSM tool for multiple customer as Web application team leader for 3 years. Joined current large outsourcing project in 2018 (over 500 members and 1600 servers) Led Application Hosting Service(MW) team 1 year and Server(OS, Hypervisor, HW) team 1 year. Currently, try to change and lead one of the agile style delivery team. Both of Projects, I led to introduce Slack central way of work as Work Space Owner. Hobby Play basketball, Join Japanese Rock festival and Trip. Advocate in My daughter (Oct 3 is the 1st year birthday ^^)
5. Challenge When we encounter incident, we need to contact stakeholders one by one for over 350+ members during 24-365 operation. Solution 1.Broadcast incident at a central channel 2.Communicate in each individual channel 3.Post using pinned template 4.Set bookmark fixed Webex and Box link Value Realized ・We can inform incident against whole 350+ members by just one post. ・Enable stakeholders to communicate in the individual channel, webex and document at box. “Achieved smooth transition onsite only to remote central work under COVID-19 ” - Actual Use Case “ Pinned Template and Guide Post using pinned template Template Contents are below: > Incident Subject > Occurrence Date: > Recovery Date: > Status: > Affected Team: > Affected System: > Cause: > Affected User: > Open WebEx Link: > Slack Channel for individual incident: > Customer Notify Status: > Summary: Bookmarked WebEx, Box Folder inks 2. Slack Central Incident Management Architecture #Easy-to-use #Without-skill
6. 3. How to use my solution effectively 1.Set the central incident channel as default channel for user group. - Automatically join new members to the central channel. - Setup guide at Appendix1. 2. Make “user group” for each team in your project and pin it to the central channel - Easy to gather members into individual channel. 3. Set Welcome Workflow for new members - Let to know new members the central channel purpose and rule automatically. - Setup guide at Appendix2. 4. Make rule of the other tools for verbal communication and documentation like WebEx and Box - Set whole necessary tools’ rule and ACL in advance.
7. 4. Why I selected Simplest way without workflow or email integration 1. The post made by workflow or email cannot be edited. 2. Making architecture complex unnecessary lead to add error risk points and request skill for user and administrator. It is worth if workflow collaborator can edit the post made by workflow. We cannot edit post by workflow
8. 5. What I archived thanks to this community I have joined IBM Slack Champion Community just 1 month ago (Aug 27). I can archive below 5 things, thanks to this community and members’ support. 1 Earn several Slack official certification badges. 2 Solve the other geo’s executive emergency help using this community relationship. 3 Get chance to help Kyndryl Global transition taking advantage of my Slack skills. 4 Get experience real use case of using emoji and form workflow efficiency. 5 Let to fix my geo’s official channels’ name to follow Kyndryl name guideline.
9. Appendix1. How to set default channel for “user group” For Recommendation 1.Set the central incident channel as default channel [1.Select user groups at Side bar] [2.Search or Create project’s user group] [3.Select Edit at right icon] [4.Set Default channels and Save] Caution. 1. If you set default channels after set members, the members aren’t automatically added to the default channels. We need to set default channels first, then set members. 2. Even if you delete a member from user group, the member isn’t deleted from the default channels. We need to delete both user group and each channels.
10. Appendix2. How to set Welcome Workflow by using template For Recommendation 2. Set Welcome Workflow for new members [1.Push left under Shortcuts icon] [2.Open Workflow Builder] [3.Select Templates tab and Push Set Up of welcome template] [4.Select channel] [5.Edit Messeage and Publish] Recommendation. Test on your own test channel or your personal chat first, then publish it to project’s channel