SRECon23 Cognitive Apprenticeship in Action_ Alert Triage Hour of Power

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Cognitive apprenticeship is the philosophy that it is more effective to learn in context and real-world situations compared to following a tutorial in a sandboxed environment. In a nutshell it is “learning-through-guided-experience” and shines when teaching problem-solving processes experts use to handle complex tasks like say…investigating an alert by spelunking in production observability and monitoring data. Learn how Alert Triage Hour of Power became a can’t miss meeting of camaraderie and system surprises!

Technology

Cognitive
Apprenticeship in
Action
Paige Cruz

Agenda
01 I’m on-call for WHAT?!
02 Alert Triage Hour of Power
03 Findings
04 Cognitive Apprenticeship
05 Outcomes

Read the
docs
*
On-call Onboarding Before

Read the
docs
Pair with
buddy
*
*
On-call Onboarding Before

Read the
docs
Pair with
buddy
Shadow
Primary
* *
*
On-call Onboarding Before

Read the
docs
Pair with
buddy
Shadow
Primary
* *
* *
On-call Onboarding Before
Reverse
Shadow

On-Call Knowledge Areas
System Telemetry Business
Context

The System
● Application
● Infrastructure
● Release Process
● Architecture

Available Telemetry
● Traces? Events?
Logs?
● Instrumentation
● Querying
● Tags/Attrs

Business Context
● Tool sprawl
● Alert hygiene
● Who owns what

“[Alert Triage] is the most
valuable meeting on my
calendar” - paigerduty

Alert Triage Hour of Power
Meeting Intention &
Roles
10m
Investigate alert 40m
Wrap up 10m

Facilitator
Select alert
Stay on track
Protect Recap
Set Tone

Driver
Advocate for your
learning needs
Externalize thought
process
Ask for guidance

Scribe
Capture learnings
Ask for clariﬁcation
Sharing is caring

Support
Diﬀering perspectives
Cheerleaders

Alert Triage Hour of Power
Meeting Intention &
Roles
10m
Investigate alert 40m

Alert
Triage:
Support
x2
Alert
Triage:
Driver
*
*
On-call Onboarding After

Alert
Triage:
Support
x2
Alert
Triage:
Driver
Pair with
buddy
* *
* *
On-call Onboarding After
Shadow
🎉
*
Reverse
Shadow

Findings
Active listening is
tricky
Alerts are not
precious

Findings
Learning is a worthy
goal
Active listening is
tricky
Alerts are not
precious

Findings
Learning is a worthy
goal
Alert triaging is not an
innate skill
Active listening is
tricky
Alerts are not
precious

Findings
Learning is a worthy
goal
Production can
surprise all levels
Alert triaging is not an
innate skill
Active listening is
tricky
Alerts are not
precious

Apprentice -> Expert
Modeling Coaching Scaﬀolding Articulation Reﬂection Exploration

CREDITS: This presentation template was created by Slidesgo,
including icons by Flaticon and infographics & images by Freepik
Modeling

CREDITS: This presentation template was created by Slidesgo,
including icons by Flaticon and infographics & images by Freepik
Coaching

CREDITS: This presentation template was created by Slidesgo,
including icons by Flaticon and infographics & images by Freepik
Scaﬀolding

CREDITS: This presentation template was created by Slidesgo,
including icons by Flaticon and infographics & images by Freepik
Articulation

CREDITS: This presentation template was created by Slidesgo,
including icons by Flaticon and infographics & images by Freepik
Reﬂection

CREDITS: This presentation template was created by Slidesgo,
including icons by Flaticon and infographics & images by Freepik
Exploration

Alert Triage
Modeling Coaching Scaﬀolding

Alert Triage
Modeling Coaching Scaﬀolding Articulation

Alert Triage
Modeling Coaching Scaﬀolding Articulation Reﬂection

Alert Triage
Modeling Coaching Scaﬀolding Articulation Reﬂection Exploration

Real Results*
runbook coverage
reliability
unactionable alerts
uptime
100%
-50%
∞
1000%
*jk

IC meets VP: Explaining Incident Mgmt
Mr. VP Mr. IC

Mr. VP Mr. IC
We invested a lot in
Incident Management
last quarter and
incidents went up... Is
that expected?

Mr. VP Mr. IC
It’s not that we’re ﬁnding
more incidents, it’s really
more that we’re trying to
handle them better and the
investment really helped the
team to do that!

Mr. VP Mr. IC
Really? Here it says
that not only did we
have more incidents
but they also lasted
longer on average

What’s the ROI of Alert Triage Hour of Power?

Really Real Results
Regular attendees
Expanded to PM & Designers
Years strong
15-20
EPD
3
Reduction in spammy alerts
0%

CREDITS: This presentation template was created by Slidesgo,
including icons by Flaticon and infographics & images by Freepik
Thanks!
@paigerduty@hachyderm.io
paigerduty
paigerduty.com

CREDITS: This presentation template was created by Slidesgo,
including icons by Flaticon and infographics & images by Freepik
Booth
#214 ⚡
⚡
⚡

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SRECon23 Cognitive Apprenticeship in Action_ Alert Triage Hour of Power

1. Cognitive Apprenticeship in Action Paige Cruz

2. Agenda 01 I’m on-call for WHAT?! 02 Alert Triage Hour of Power 03 Findings 04 Cognitive Apprenticeship 05 Outcomes

3. I am on-call for WHAT!? 01

7. Read the docs * On-call Onboarding Before

8. Read the docs Pair with buddy * * On-call Onboarding Before

9. Read the docs Pair with buddy Shadow Primary * * * On-call Onboarding Before

10. Read the docs Pair with buddy Shadow Primary * * * * On-call Onboarding Before Reverse Shadow

11. Read the docs Pair with buddy Shadow Primary * * * * On-call Onboarding Before Reverse Shadow 🎉

12. � �

13. On-Call Knowledge Areas System Telemetry Business Context

14. The System ● Application ● Infrastructure ● Release Process ● Architecture

15. Available Telemetry ● Traces? Events? Logs? ● Instrumentation ● Querying ● Tags/Attrs

16. Business Context ● Tool sprawl ● Alert hygiene ● Who owns what

17. Sarah H. Staﬀ SWE

18.

19. Alert Triage Hour of Power 02

20.

21. “[Alert Triage] is the most valuable meeting on my calendar” - paigerduty

22. Alert Triage Hour of Power Meeting Intention & Roles 10m Investigate alert 40m Wrap up 10m

23. Facilitator Scribe Roles Driver Support

24. Facilitator Select alert Stay on track Protect Recap Set Tone

25. Driver Advocate for your learning needs Externalize thought process Ask for guidance

26. Scribe Capture learnings Ask for clariﬁcation Sharing is caring

27. Support Diﬀering perspectives Cheerleaders

28. Agenda Meeting Intention & Roles 10m

29. Set Up

30. Alert Triage Hour of Power Meeting Intention & Roles 10m Investigate alert 40m

31. ACK the “page”

32. Verify then trust the alert

33. Investigate

34. Alert Triage Hour of Power Meeting Intention & Roles 10m Investigate alert 40m Wrap up 10m

35. TUNE KEEP DELETE Alert Recommendations

36. Alert Triage: Support x2 Alert Triage: Driver * * On-call Onboarding After

37. Alert Triage: Support x2 Alert Triage: Driver Pair with buddy * * * * On-call Onboarding After Shadow 🎉 * Reverse Shadow

38. Lessons Learned 03

39. Alerts are not precious! - apk

40.

41.

42.

43. P R O D STAFF SWE Sr SRE

44. Findings Alerts are not precious

45. Findings Active listening is tricky Alerts are not precious

46. Findings Learning is a worthy goal Active listening is tricky Alerts are not precious

47. Findings Learning is a worthy goal Alert triaging is not an innate skill Active listening is tricky Alerts are not precious

48. Findings Learning is a worthy goal Production can surprise all levels Alert triaging is not an innate skill Active listening is tricky Alerts are not precious

49. Cognitive Apprenticeship 04

50.

51. !mentorship

52.

53. Apprentice -> Expert Modeling Coaching Scaﬀolding Articulation Reﬂection Exploration

54. CREDITS: This presentation template was created by Slidesgo, including icons by Flaticon and infographics & images by Freepik Modeling

55. CREDITS: This presentation template was created by Slidesgo, including icons by Flaticon and infographics & images by Freepik Coaching

56. CREDITS: This presentation template was created by Slidesgo, including icons by Flaticon and infographics & images by Freepik Scaﬀolding

57. CREDITS: This presentation template was created by Slidesgo, including icons by Flaticon and infographics & images by Freepik Articulation

58. CREDITS: This presentation template was created by Slidesgo, including icons by Flaticon and infographics & images by Freepik Reﬂection

59. CREDITS: This presentation template was created by Slidesgo, including icons by Flaticon and infographics & images by Freepik Exploration

60. Alert Triage Modeling

61. Alert Triage Modeling Coaching

62. Alert Triage Modeling Coaching Scaﬀolding

63. Alert Triage Modeling Coaching Scaﬀolding Articulation

64. Alert Triage Modeling Coaching Scaﬀolding Articulation Reﬂection

65. Alert Triage Modeling Coaching Scaﬀolding Articulation Reﬂection Exploration

66. Outcomes 05

67. Real Results* runbook coverage reliability unactionable alerts uptime 100% -50% ∞ 1000% *jk

68. Real Results* runbook coverage reliability unactionable alerts uptime 100% -50% ∞ 1000% *jk

69. IC meets VP: Explaining Incident Mgmt Mr. VP Mr. IC

70. Mr. VP Mr. IC We invested a lot in Incident Management last quarter and incidents went up... Is that expected?

71. Mr. VP Mr. IC It’s not that we’re ﬁnding more incidents, it’s really more that we’re trying to handle them better and the investment really helped the team to do that!

72. Mr. VP Mr. IC Really? Here it says that not only did we have more incidents but they also lasted longer on average

73. What’s the ROI of Alert Triage Hour of Power?

74. Really Real Results Regular attendees Expanded to PM & Designers Years strong 15-20 EPD 3 Reduction in spammy alerts 0%

75.

76.

77. CREDITS: This presentation template was created by Slidesgo, including icons by Flaticon and infographics & images by Freepik Thanks! @paigerduty@hachyderm.io paigerduty paigerduty.com

78. CREDITS: This presentation template was created by Slidesgo, including icons by Flaticon and infographics & images by Freepik Booth #214 ⚡ ⚡ ⚡

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SRECon23 Cognitive Apprenticeship in Action_ Alert Triage Hour of Power