Atlassian’s acquisition of Opsgenie peaked organizations' interest in integrating these technologies into a powerful DevOps solution. While these integrations are currently available to cloud users only, there are still innovative ways to tap into capabilities and integrate product such as Jira Cloud, Jira Software, Jira Service Desk, Opsgenie and other 3rd party apps into a powerhouse DevOps solution. In the cloud or behind the firewall. Learn more about these integrations and explore some fresh ideas, new use cases you can implement right now, combined with instructive hands-on examples.

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2. ATLASSIAN BASED DEVOPS
COMMAND CENTER
ADDING OPSGENIE TO THE POWERFUL MIX!

3. SPEAKER BIO
ETHAN FOULKES
VP, Professional Services
• Over a decade of experience in IT industry.
Working in hardware, networking, security,
development, delivery, process improvement and
more.
• Specialize in taking solutions & approaches
proven to solve problems in IT world & applying
them to business teams.
• Passion for building fun & highly functional teams
that focus on finding right solution for each
problem.
• Amateur juggler

4. FORTUNE 100
CLIENTS
50+
AWS ADVANCED CONSULTING+
ATLASSIAN PLATINUM PARTNER +
SAFE GOLD/PLATFORM PARTNER
NUMBER OF
SCRUMMASTERS
CERTIFIED
30,000+
FORTUNE 500
CLIENTS
250+
COUNTRIES
SERVED
20+
WHO WE ARE
FAST FACTS

5. TABLE OF CONTENTS
01 CONTEXT
02 CHALLENGES
03 OPSGENIE SOLUTION
04 TAKEAWAYS
06 NEXT STEPS / Q&A

6. OPSGENIE

8. TYPICAL IT ENVIRONMENT
IT/Dev Stack
Monitoring
Tools
Operations
Team

9. TYPICAL IT ENV + ALERT MANAGEMENT
IT/Dev Stack
Monitoring
Tools
Opsgenie
Operations
Team
Documentation
& Reporting

10. MY IT STORY
• Inherited a team w/ virtually no monitoring
• Start monitoring w/ PRTG, Pingdom, direct from device
• Dashboards on wall screens
• Everyone getting alerts during business hours
• After hours text alerts had no context
• Side conversations…who has the ball?
• New position…need to stop getting alerts
• What about when someone leaves the company?

11. WHAT ARE WE SOLVING?
Individuals vs. Teams
• Forces culture of collaboration
• Creates good will between IT & Business (Services Communication)
• IT job satisfaction – Not tied to computer. Reduce alert fatigue
• Silo breakdown – DevOps story

12. HOW ARE WE SOLVING?
• Signal to noise
• Dev and technology stacks becoming more and more complex
• Monitoring tools like Datadog/New Relic/Splunk = Lots of alerts
• Define criteria, Deduplication, Correlation
• Ownership
• Who should be alerted
• When should they be alerted
• How should they be alerted (Email, Phone, SMS, Mobile App)
• Acknowledgement visibility
• Automatic escalations

13. WHY NOW?
• Chat tools have become the favored method of communication
• ChatOps practices are being heavily adopted
• Agile ticketing & project management solutions are being deployed.
• Opsgenie can be engine behind these things so teams don’t have to change way they
work.

14. SCENARIO
• Education 2010
• Instructors come in August to prepare their courses
• Platform ties together web portal, gradebook, enrollment, course
material
• Doing the right things…Full Dev/QA/Prod environments
• URLs need to be updated for each environment (dev opportunity)
• Nagios identified increasing latency in registrations (to Ops team)
• Ops initial research – All hands on deck w/ dev
• Dev team fixed but only after impact to business
What would Marty McFly do?

15. EDUCATION REVISITED
• Dev Team monitors latency in QA (<1s) = find bad code
• Low Priority alert flows into Dev Team in Opsgenie
• Gets tagged w/ gradebook
• Ops team monitors infrastructure and higher level business metrics
• Student enrollment time (7-8 seconds) in prod.
• Gets tagged w/ gradebook
• Reaches out to Dev with solution in hand

16. CORE COMPONENTS
• Users
• Teams Configuration
• On-Call Schedules
• Escalation Policies
• Routing Rules
• Integrations
• Services
• Alerts
• Reporting

17. USERS
• Can create manually
• Can integrate with SSO
• Extremely granular permissions
• My Profile makes the tool work for the individual

18. ROLES
• Base roles = User / Admin
• Custom roles
• Teams further define roles

23. TEAMS CONFIGURATION
• When approached properly this can be a unifying experience
• Teams are the core (bucket)
• Creating a team is simple
• Key is creating the right teams
• Base on organizational alignment (responsibility)
• Technical specification
• Activity
• Services
• Geography
• Combination

25. ON-CALL SCHEDULES
• Builds team ownership
• Promotes DevOps collaboration
• Rotations = Shifts. Extremely flexible
• Weekday/Weekend
• Working/Non-working hours
• Follow the sun
• Rotations+Overrides=Final Schedule
• This is where Opsgenie will route alerts to when that schedule is referenced
• Multiple Schedules
• Primary/Backup
• Team/Escalation
• Can view in any calendar program

27. ESCALATION POLICIES
• Trust…but verify. Don’t micro-manage.
• Setup after on call schedules defined
• Incredibly flexible
• Common setup = by priority
• Use case: Phone died, fell asleep
• What? Acknowledged (TTFR) and Closed (TTR)
• Who?
• Specific user
• On-call per specified schedule
• Team (Can be yours or others)
• Others would then follow that team’s policies
• Next or previous in rotation (helps with transition times)
• All Members of team (yours or others…be careful!)
• Admin(s), User(s), Random member of team (yours or others…be careful!)

28. ROUTING RULES
• Journey to stop alert fatigue
• Start small with highest value inputs to prove out
everything else
• Can route to teams, schedules, or escalations
based on criteria (conditions)
• Extremely flexible configuration

29. INTEGRATIONS
• Meet them where they are
• ChatOps – Where teams live (Slack)
• DevOps – Link the Opsgenie incident to the Dev issue (Jira)
• Service Desks – Enhance user incident management (JSD)
• Over 200 (and growing)
• API
• Email
• Bidirectional
• Actions = Scenarios
• Fit the tool to you

30. Filter the noise
Drive action
Automation
Responsibility
Context

31. SERVICES
• Bridging the gap between IT and Business
• Specific systems, tools, or products that IT
responders are responsible for, and Stakeholders
are interested in
• Pre-define responsibility, who to communicate to,
and what to communicate.
• Incident Rules - Automatically generate Incidents
from Alerts (Phase 2)
Service

32. ALERTS
• See the forest for the trees
• Command Central
• Fantastic search capabilities
• Drive actions including custom scripts
• Action in bulk

33. REPORTING
• Yes
• Intuition only goes so far
• Data informed decisions
• Trend analysis
• Dashboards
• Drill in for granularity
• Grow into it – Don’t guess

34. TAKEAWAYS
• Don't take big bang approach, get foundation in place, then increase flow into
system (Cprime has a Foundation offering to help if needed).
• Best time to plant a tree is 20 years ago; second best time is now. Not ONLY about
technology & configurations. This is about people, process, & communication.
• It’s a journey; not a destination. Approach it as such. Use it as opportunity to
empower & enable your teams...and have some fun while doing it.
• If looking to get funding, don't talk about the cost of the system. Talk about
increased value the company gets by avoiding downtime and improving service to
customer.

35. NEXT STEPS
• Check out our upcoming webinars; read our blog, download whitepapers/case
studies & more:
• www.cprime.com/resources
• Share with us what topics you are interested in, ask us questions or give us
feedback!
• learn@cprime.com
• Follow us on Social Media and share in the conversation & keep updated on
thought leadership, events & more.
• www.linkedin.com/company/cprime-inc
• @CprimeInc on Twitter

36. THANK YOU