Doug Squires, a Senior Manager at GetGo, a division of Citrix, discusses the integration of operations and support incident management using the Atlassian suite. The document addresses various operational challenges such as alerting, agile support, ticketing, and communication, highlighting the solutions implemented for efficiency and improved team collaboration. Key outcomes include enhanced visibility, quick communication, and a streamlined approach to managing care and operational issues.

1. DOUG SQUIRES • SR. MANAGER • GETGO, A DIVISION OF CITRIX
Combining operations
and support
Incident management with the Atlassian Suite

2. CARE
OUR STORY
OPERATIONS
RESULTS
Agenda

3. INTRO
CARE
OPS
RESULTS
OUTRO
GetGo and my story
A division of CITRIX

4. Solving care problems
Fires
INTRO
CARE
OPS
RESULTS
OUTRO

5. Problem: Alerting-External
Stress
INTRO
CARE
OPS
RESULTS
OUTRO

6. INTRO
CARE
OPS
RESULTS
OUTRO
Solving care problems
Simplify

8. INTRO
CARE
OPS
RESULTS
OUTRO
Solving Ops problems
Fires

9. INTRO
CARE
OPS
RESULTS
OUTRO
Problem: Support agile
JIRA

10. INTRO
CARE
OPS
RESULTS
OUTRO
Problem: Ops ticketing
Order up!

11. INTRO
CARE
OPS
RESULTS
OUTRO
Problem: Ops/Care comms
Communication all in one place

13. INTRO
CARE
OPS
RESULTS
OUTRO
Problem: Incident triage
Visibility, efficiency and ease of access

14. 4000

15. Uber Conference
Easy integration, teams on the
call quickly
HipChat integration
WatchTower
Internal tool to help pinpoint
issues with recent releases and
find root causes
Quick communication
HipChat ties it all together,
so the conversations on the call
bridge are clear and concise

17. INTRO
CARE
OPS
RESULTS
OUTRO
Problem: Share information
Wiki-licious

18. INTRO
CARE
OPS
RESULTS
OUTRO
Results
Quality, speed and efficiency

19. INTRO
CARE
OPS
RESULTS
OUTRO
Happier efficient teams
Tools working together

20. Thank you!
DOUG SQUIRES • SR. MANAGER • GETGO, A DIVISION OF CITRIX