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A Connected Monitoring Toolchain for User Enablement. Best Practices with David Eagle of Pacific Life

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David Eagle, Manager of Enterprise Monitoring, Pacific Life

How does xMatters fit in a monitoring toolchain that supports user enablement? Find out how the tool can be integrated to give your users control over your whole monitoring stack, from alert thresholding to issue resolution, and notification audit trail. Learn from David Eagle, Manager of Enterprise Monitoring of Pacific Life as he shares his best practices for a connected toolchain for user enablement.

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A Connected Monitoring Toolchain for User Enablement. Best Practices with David Eagle of Pacific Life

  1. 1. A Connected Monitoring Toolchain for User Enablement David Eagle, Pacific Life
  2. 2. About Me Progression through IT Started at 16 doing desktop support Leadership for 12 years Father of three
  3. 3. Who is Pacific Life Pacific Life is all about helping its clients achieve their financial goals With 150 years of industry experience individuals families businesses As an independent company, it focuses on long-term strategies, its financial strength, and its ability to make decisions that benefit its clients and policyholders have been entrusting their financial future in the company’s hands Main offices California home office Toronto Virginia Nebraska Dublin
  4. 4. Pacific Life is Shifting from Factory Floor IT to a DevOps Model
  5. 5. Toolchain overview – what are the critical components of a monitoring toolchain? Infrastructure Monitoring Application Performance Monitoring Log Aggregation AIOps Notification/Alerting Incident Management
  6. 6. • Democratized services / Users fully empowered • Scriptable or API addressable AWS, Azure, and GCP serve as a model for what full stack teams need to succeed
  7. 7. • SCOM vs LogicMonitor • SolarWinds vs AppDynamics Deep Dive into Traditional vs Modern tools
  8. 8. • Integrate logically, be prepared to empower and train users on every integrated system Integrating the Toolchain Infrastructure Monitoring Application Performance Monitoring Log Aggregation Incident Management Notification/Alerting AIOps
  9. 9. • Use an API gateway! Integrating the Toolchain Infrastructure Monitoring Application Performance Monitoring Log Aggregation AIOps Notification/Alerting Incident Management API Gateway
  10. 10. • Automate Group Provisioning for both Access (user groups) and Scope (systems groups) • Provide users sufficient access to do any work they need on systems they own (This calls for a mindset change! We no longer own operational responsibility for these systems!) Empowering users at every level of the toolchain
  11. 11. • Custom Roles can be created for each division, organization, team, etc Create effective RBAC in xMatters through custom roles • Define how members of this role may act upon other members of the role
  12. 12. • Define how members of this role may act upon members of other roles Customizing Roles
  13. 13. • Creating a role and assigning its capabilities relative to other roles is only one piece of the puzzle Customizing Roles - Functions
  14. 14. • A role contains a group of Functions Customizing Roles - Functions
  15. 15. • Each role can carry any number of Permissions, Permissions define basic capabilities that you want the role to have, such as the ability to view the “Groups” screen Customizing Roles - Function Details
  16. 16. • Train and entrust your power users with the complicated parts, too Democratize Communication Plans!
  17. 17. • Organizations should create systems which prioritize personal and team responsibility • The Group Supervisor is the most important person in your notification chain Managing Escalation Groups
  18. 18. • Train Super Users and turning them into Advocates • Demonstrate the value of the Audit Trail as a tool for focusing Engineer Accountability Additional Keys to Success
  19. 19. • Mindset changes are very difficult, engineers have been rewarded for decades, for a set of behaviors that are now counter-productive • Leading people through these mindset changes will be more challenging than the technical changes • People need to feel Safe, Challenged, and understand the benefit to them The Biggest Challenges are non-technical
  20. 20. • Integrations will continue to increase in priority • Users want: Speed of delivery, robust capabilities, clear implementation instructions • Developing user expertise depends on deep tool owner expertise • Integration and Delivery integrity become critical, how will we watch these systems? • Shift left doesn’t mean we get to quit our day jobs, they’re just becoming more complex Where are we going next?
  21. 21. A Connected Monitoring Toolchain for User Enablement David Eagle, Pacific Life THANK YOU

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