DOUG SQUIRES • SR. MANAGER • GETGO, A DIVISION OF CITRIX Combining operations and support Incident management with the Atlassian Suite
Combining Operations and Support: Incident Management with Atlassian
Apr 12, 2017
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DOUG SQUIRES • SR. MANAGER • GETGO, A DIVISION OF CITRIX
Combining operations and support
Incident management with the Atlassian Suite
C A R E
O U R S T O R Y
O P E R A T I O N S
R E S U L T S
Agenda
INTRO
CARE
OPS
RESULTS
OUTRO GetGo and my story
A division of CITRIX
Solving care problems Fires
INTRO
CARE
OPS
RESULTS
OUTRO
Problem: Alerting-External Stress
INTRO
CARE
OPS
RESULTS
OUTRO
INTRO
CARE
OPS
RESULTS
OUTRO Solving care problems
Simplify
INTRO
CARE
OPS
RESULTS
OUTRO Solving Ops problems
Fires
INTRO
CARE
OPS
RESULTS
OUTRO Problem: Support agile
JIRA
INTRO
CARE
OPS
RESULTS
OUTRO Problem: Ops ticketing
Order up!
INTRO
CARE
OPS
RESULTS
OUTRO Problem: Ops/Care comms
Communication all in one place
INTRO
CARE
OPS
RESULTS
OUTRO Problem: Incident triage
Visibility, efficiency and ease of access
4000
Uber Conference
Easy integration, teams on the call quickly
HipChat integration
WatchTower
Internal tool to help pinpoint issues with recent releases and find root causes
Quick communication
HipChat ties it all together, so the conversations on the call bridge are clear and concise
INTRO
CARE
OPS
RESULTS
OUTRO Problem: Share information
Wiki-licious
INTRO
CARE
OPS
RESULTS
OUTRO Results
Quality, speed and efficiency
INTRO
CARE
OPS
RESULTS
OUTRO Happier efficient teams
Tools working together
Thank you!
DOUG SQUIRES • SR. MANAGER • GETGO, A DIVISION OF CITRIX
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