DevOpsDays Los Angeles

Ryan Taylor

The path to operational maturity: How to become a change agent and break down dev/ops silos

The bottom line is this: customers pay for uptime, companies pay for downtime. While the emergence of cloud computing and microservices have advanced the pace at which we can deliver innovation and value, they’ve also added a great deal of complexity. Tool and knowledge sprawl is hindering visibility, context, and actionability, exacerbating the silos between dev and ops. In this talk, Operations Leader Ryan Taylor (ex-Hulu, VP of Customer Success & Solutions Engineering at Transposit) discusses the stages of operational maturity, strategies to move from reactive to self-healing, and real-world advice on how to become a change agent at your org to drive operational excellence.

Christopher Travers

SRE Lessons from Flight Operations and Other Safety-Critical Industries

Our industry talks a great deal about human error, with the idea that we can automate away human mistakes. However, we are generally missing a fundamental and technical model of how we as humans operate, and what can be done to minimize errors and maximize good outcomes. As much as “human error” sometimes gets us into problems, the human factor is the only thing that gets us out.

Fortunately, as an industry, we do not have to figure this out all by ourselves. Medicine, rail operators, and most importantly, airlines have been on the forefront of research and training in this field.

Kat Gaines

Happy Agents, Happy Customers

Keeping on top of your organization’s technical platforms as well as customer experience is a daunting task, and it can’t be done by siloed teams. Your Customer Service team and the insight they gain from users is critical to the incident identification and response process, and your development teams can use this insight as data to speed up their ability to resolve the problem. As the team closest to the customer, incorporating your customer service team into the DevOps lifecycle will reduce silos, shorten feedback loops, empower agents, grow careers and delight your customers.