Archive of posts with category 'business'

Accelerating your Zendesk customer support response times by 50% and meeting support SLAs

Zendesk is one of the most popular ticketing support and customer service platforms available in the market. Two metrics that measure the effectiveness of your customer support are the response...

Azure service health alerts and escalation with Zenduty

Microsoft Azure is a cloud computing service providing infrastructure as a service (IaaS), software as a service (SaaS) and platform as a service (PaaS) supporting multiple Microsoft Specific and third-party...

Meeting customer support SLAs on Freshdesk using proactive alerting and escalations with Zenduty

As businesses close more deals and add more accounts, it is still imperative for businesses to maintain their SLA levels and resolve customer support tickets within SLA timeframes. Having a...

Efficient task management for remote/work-from-home teams

Task management best practices for remote/work-from-home teams

Incident management for remote/WFH teams

Incident management for remote/WFH teams

Application peformance monitoring with Datadog 2020

Datadog is an application performance monitoring and analytical SaaS for cloud infrastructure. Datadog enables DevOps teams, SREs and IT operation teams to optimize their systems for uptime and availability. Modern...

Site reliability engineering - Predictions for 2020

As we head into 2020, it’s clear that DevOps has finally crossed the divide and gone mainstream. With DevOps firmly ingrained as a standard practice, we now look at how...

Making on-call superheros

Building a world-class service is as much about maintaining software as it is about developing it. On-call engineers are typically responsible for ensuring the reliability and availability of your service...

On-call doesn't have to be stressful

“Being on-call is a critical duty that many operations and engineering teams must undertake to keep their services reliable and available. However, there are several pitfalls in the organization of...

The importance of GameDays

GameDays were first coined by Amazon’s “Master of Disaster” Jesse Robbins when he created them intending to increase reliability by purposefully creating major failures on pre-planned dates. Game Days help...

Site Reliability Engineering - Why you should adopt SRE

Site reliability engineering was a term coined by Google engineer Benjamin Treynor in 2003 when he was tasked with making sure that Google services were reliable, secure and functional. He...

Relationships between Operations and Development Teams

Modern businesses are evolving rapidly with the advent of cloud, CI/CD and microservices. However, there still exists an extensive and obvious divide between principle business stakeholders and developmental teams. Development...

ChatOps - The future of collaboration

ChatOps is the implementation of chatbots to unify communication and collaboration. Through ChatOps every single member of a team will be aware of what the other members are working on....

Post Mortems - Bringing clarity to incident reviews

An incident post mortem is known by many names- incident review, root cause analysis (RCA), learning review, but what do they entail?. A post mortem is a post-incident activity to...

The importance of Incident Roles

Modern technology organizations are required to be adaptive in their approach to incident management. A single project will have multiple teams working as different branches on integrated systems. Even if...

The true cost of unreliability

Every organization is different in the way it functions as a whole, with different approaches to operations management, functionality and legal structure. However every company whether big or small face...

How to manage Incident Response Efficiently

Organizations try to be proactive about incidents and down-time. An outage or downtime can be devastating to the bottom line of businesses, not to mention a poor experience for their...

Tackling the challenges of Incident management

An incident is an event or an occurrence that could lead to the disruption of services and operations of an organisation or could lead to them making losses. Incident management...

Nailing the Incident Management Process

Incident management is a process where a team of engineers working in a firm who identify, analyse and correct such incidents to prevent recurrences. Incidents can make or break organisations....

Travel and Work - Wholesome or Troublesome?

Do you travel for hours together to get to your workplace? Does the travel exhaust you even before your day at work begins? Do you get stressed because of being...

Incident Management in an Agile Setup

Agile systems and adoption of DevOps has posed new challenges for ITSM teams. Agile development, with it’s focus on continuous deployment, often poses a challenge to the ITSM teams. Incident...

The key to keeping your retail stores online

Retail is a sector that increasingly requires cutting edge technology. Whether shoppers purchase online or in-store, a good, organised point-of-sale system keeps your store functioning seamlessly. Ideally, all aspects of...

Incident Management for Emergency Services!

According to NENA, an estimated 240 million calls are made to 9–1–1 in the U.S. each year. These calls are handled by approximately 6000 public safety answering points (PSAP) located...

What ITOps Teams Can Learn From Sports Teams

Teams responsible for incident management have so much in common with professional sports teams. Members of both have to be reactive, responsive, strategic and agile! Since they are so similar,...

Why Young Startups Should Invest in On-Call Right Now

This article talks about why you should spend the next 1 hour setting up alerting and on-call management systems for your startups.