Zenduty Blog
Product updates and our thoughts and ideas on incident management and SRE best-practices
Archive of posts with category 'business'
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...
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...
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...
Task management best practices for remote/work-from-home teams
Incident management for remote/WFH teams
Reason 1: Zenduty’s Custom Routing Rule(s)!
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...
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...
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...
“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...
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 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...
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 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....
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...
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...
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...
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...
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...
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....
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...
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...
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...
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...
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,...
This article talks about why you should spend the next 1 hour setting up alerting and on-call management systems for your startups.
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