Welcome!

Java IoT Authors: Yeshim Deniz, Pat Romanski, Liz McMillan, Elizabeth White, Zakia Bouachraoui

Related Topics: @DevOpsSummit, Java IoT, @CloudExpo

@DevOpsSummit: Blog Feed Post

The Best Metrics for Cultural Change in #DevOps Teams | @PagerDuty @DevOpsSummit #Microservices

Everyone wants to optimize their team’s performance, but coming up with a good plan for doing so isn’t always easy

The Best Metrics for Cultural Change in DevOps Teams
By Sam Lewis

What is a Data-Driven Team?
Everyone wants to optimize their team’s performance, but coming up with a good plan for doing so isn’t always easy. That’s why operationally mature DevOps teams use metrics to gain valuable insight into their work, enhance the their capacity, and drive cultural change.

Good data allows managers to make quick decisions with confidence and minimal risk, and it lets them see the actual (not perceived) outcome of those decisions, which can help them shape their direction going forward and make for a happier, healthier, and more productive team dynamic. But a shift to data-driven ideas requires more than just increased monitoring. It requires a cultural change.

Here we outline the key metrics that you should be monitoring and talk about how they can influence your team’s culture and performance.

Use Time to Response to Establish a Culture of High Achievement
Time to Response (also called Time to Acknowledgement) is all about your individual team members. Incident responders may not always have control over the root cause of a particular incident, but they are always in control of how quickly they acknowledge and respond. Hold team members accountable for their response time by setting internal targets and having high expectations.

You can enforce a response time target with IT Operations Management software like PagerDuty using an escalation timeout. If you decide that all incidents should be responded to within five minutes, then set your timeout to five minutes to make sure the next person in line is alerted. Tracking your escalations will also give you valuable data about your team.

Manage Expectations with Escalations
For most organizations using IT Operations Management software, an escalation is an exception – a sign that either a responder wasn’t able to get to an incident in time, or that he or she didn’t have the tools or skills to work on it. While escalation policies are a necessary and valuable part of incident management, teams should generally be trying to drive the number of escalations down. Gauge your team’s performance by tracking the number of incidents escalated over time. This data will help you determine whether your target needs to be adjusted.

It should be noted that there are some situations in which an escalation will be part of standard operating practice. For example, you might have a NOC, first-tier support team or even auto-remediation tool that triages or escalates incoming incidents based on their content. In this case, you’ll want to track what types of alerts should be escalated, and what normal numbers should look like for those alerts.

Combat Alert Fatigue with Raw Incident Count
As your organization grows, so might your incident counts. But as your team becomes more efficient and mature, the incidents per responder should lower or, at the very least, stay constant. IT Operations Management for DevOps can help your team get there faster by helping your organization weed out low-quality alerts, automate common fixes, and build runbooks.

This ensures that each team member is maximizing their time on attacking alerts that matter and building new features for your product, instead of getting mired in alert fatigue.

Raw incident count can also help you determine whether your team’s incident load is better or worse than the organization average. If you break down incident count down by team or service, you can put your numbers in context.

Gauge Operational Readiness with Mean Time to Resolution
Time to Resolution is the highest standard you can use to measure your team. How long does it take your team to resolve an incident?

Every organization has a different baseline for TTR. Complexity of environment, organization of responsibility, even the industry in which they operate can all contribute to different norms for different companies. But downtime is expensive, both in loss of revenue and customer trust, and it’s important to track MTTR to make sure that your team is overall up to the challenges of a major incident.

Use These Metrics to Foster Intelligent Change
Remember that your focus is on business goals, not numbers. Don’t encourage your team members improve their numbers without losing sight of why you’re tracking those metrics in the first place.

You should also avoid over analyzing the past. Metrics measure what has already happened, and while they can tell you a lot about your team’s previous performance, keep in mind that they should be used as a tool to a better future and not a means of assigning blame.

Metrics are a means to an end, and having more information than you need won’t help you improve your team and refine your business. Keeping the emphasis on subsequent action is the key to using metrics to drive cultural changes.

The post The Best Metrics for Cultural Change in DevOps Teams appeared first on PagerDuty.

Read the original blog entry...

More Stories By PagerDuty Blog

PagerDuty’s operations performance platform helps companies increase reliability. By connecting people, systems and data in a single view, PagerDuty delivers visibility and actionable intelligence across global operations for effective incident resolution management. PagerDuty has over 100 platform partners, and is trusted by Fortune 500 companies and startups alike, including Microsoft, National Instruments, Electronic Arts, Adobe, Rackspace, Etsy, Square and Github.

IoT & Smart Cities Stories
Dion Hinchcliffe is an internationally recognized digital expert, bestselling book author, frequent keynote speaker, analyst, futurist, and transformation expert based in Washington, DC. He is currently Chief Strategy Officer at the industry-leading digital strategy and online community solutions firm, 7Summits.
Digital Transformation is much more than a buzzword. The radical shift to digital mechanisms for almost every process is evident across all industries and verticals. This is often especially true in financial services, where the legacy environment is many times unable to keep up with the rapidly shifting demands of the consumer. The constant pressure to provide complete, omnichannel delivery of customer-facing solutions to meet both regulatory and customer demands is putting enormous pressure on...
IoT is rapidly becoming mainstream as more and more investments are made into the platforms and technology. As this movement continues to expand and gain momentum it creates a massive wall of noise that can be difficult to sift through. Unfortunately, this inevitably makes IoT less approachable for people to get started with and can hamper efforts to integrate this key technology into your own portfolio. There are so many connected products already in place today with many hundreds more on the h...
The standardization of container runtimes and images has sparked the creation of an almost overwhelming number of new open source projects that build on and otherwise work with these specifications. Of course, there's Kubernetes, which orchestrates and manages collections of containers. It was one of the first and best-known examples of projects that make containers truly useful for production use. However, more recently, the container ecosystem has truly exploded. A service mesh like Istio addr...
Digital Transformation: Preparing Cloud & IoT Security for the Age of Artificial Intelligence. As automation and artificial intelligence (AI) power solution development and delivery, many businesses need to build backend cloud capabilities. Well-poised organizations, marketing smart devices with AI and BlockChain capabilities prepare to refine compliance and regulatory capabilities in 2018. Volumes of health, financial, technical and privacy data, along with tightening compliance requirements by...
Charles Araujo is an industry analyst, internationally recognized authority on the Digital Enterprise and author of The Quantum Age of IT: Why Everything You Know About IT is About to Change. As Principal Analyst with Intellyx, he writes, speaks and advises organizations on how to navigate through this time of disruption. He is also the founder of The Institute for Digital Transformation and a sought after keynote speaker. He has been a regular contributor to both InformationWeek and CIO Insight...
Andrew Keys is Co-Founder of ConsenSys Enterprise. He comes to ConsenSys Enterprise with capital markets, technology and entrepreneurial experience. Previously, he worked for UBS investment bank in equities analysis. Later, he was responsible for the creation and distribution of life settlement products to hedge funds and investment banks. After, he co-founded a revenue cycle management company where he learned about Bitcoin and eventually Ethereal. Andrew's role at ConsenSys Enterprise is a mul...
To Really Work for Enterprises, MultiCloud Adoption Requires Far Better and Inclusive Cloud Monitoring and Cost Management … But How? Overwhelmingly, even as enterprises have adopted cloud computing and are expanding to multi-cloud computing, IT leaders remain concerned about how to monitor, manage and control costs across hybrid and multi-cloud deployments. It’s clear that traditional IT monitoring and management approaches, designed after all for on-premises data centers, are falling short in ...
In his general session at 19th Cloud Expo, Manish Dixit, VP of Product and Engineering at Dice, discussed how Dice leverages data insights and tools to help both tech professionals and recruiters better understand how skills relate to each other and which skills are in high demand using interactive visualizations and salary indicator tools to maximize earning potential. Manish Dixit is VP of Product and Engineering at Dice. As the leader of the Product, Engineering and Data Sciences team at D...
Dynatrace is an application performance management software company with products for the information technology departments and digital business owners of medium and large businesses. Building the Future of Monitoring with Artificial Intelligence. Today we can collect lots and lots of performance data. We build beautiful dashboards and even have fancy query languages to access and transform the data. Still performance data is a secret language only a couple of people understand. The more busine...