Operations | Monitoring | ITSM | DevOps | Cloud

As the Regional VP of Customer Success for the West and Central Region at BigPanda, Chris LaPierre gets a unique opportunity to see first-hand how BigPanda customers use their AIOps platform. Charged with ensuring every BigPanda customer derives high value and return on investment from the solution, BigPanda’s customer success teams make certain customers leverage the AIOps platform to increase their bottom line.

By now it’s no secret that system outages and website downtime are more widespread and frequent than ever. In fact, the frequency of outages jumped 9% in just the first week of 2022. This can be attributed to a rapid increase in traffic and reliance on tech infrastructures – resulting in connectivity, server, and other technical issues that are alternately unforeseen and unavoidable.

Modern DevOps teams that run dynamic, ephemeral environments (e.g., serverless) often struggle to keep up with the ever-increasing volume of logs, making it even more difficult to ensure that engineers can effectively troubleshoot incidents. During an incident, the trial-and-error process of finding and confirming which logs are relevant to your investigation can be time consuming and laborious. This results in employee frustration, degraded performance for customers, and lost revenue.

To embed or not to embed: That is the question. At least, that’s one of the questions that companies have to answer as they decide how to implement Site Reliability Engineering. They can either embed SREs into existing teams, or they can build a new, separate SRE team. Both approaches have their pros and cons. The right strategy for your company or team depends, of course, on your needs and priorities.

FireHydrant captures your incident, from declaration through remediation, and gives you a framework to run your retrospectives. But retrospectives are only as effective as their inputs. Now we're delivering a better way to learn from and analyze retrospectives by guaranteeing consistent, structured, and sufficient data from your team.

Being on call is challenging. It’s signing up to be operating complex services in a totally interruptible manner, at all hours of the day or night, with limited context. It’s therefore critical to have proper on-call on-boarding procedures, offer continuous training sessions, and continuously improve documentation. We also need to make sure people feel safe by providing ways to reduce their stress, and make room for questions to surface all sorts of uncertainties around our operations.

Major incidents are, by their very nature, stressful and intense. The ITIL 4 definition of a major incident is: High-stress situations can cause conflict that left unchecked could delay the fix effort. Since we already have a definitive guide on incident management, this blog post will focus specifically on the major incident management process.

Worldwide businesses and their technical resources use G2, the leading business solution review platform, to analyze software, gather user feedback, and make informed decisions about technology. Although we value all the recognition we’ve earned on G2 over the years, there’s one that always stands out and makes us feel extra proud of what we’ve accomplished so far.

Shoreline is an incident response automation service that enables DevOps engineers and site reliability engineers (SREs) to quickly debug and remediate issues at scale and develop automated routines for incident management. Using Shoreline’s proprietary Op language, customers can run debug commands across all their hosts simultaneously and then deploy custom scripts via Actions to trigger automated remediations.