This document discusses lessons learned around crisis communication at VictorOps. It provides tips for establishing a cross-functional crisis communication process that includes agreeing on when and how often to communicate, what gets communicated, who manages the message, and where the message is shared. The goal is to control the messaging and build trust with users during times of crisis. An effective crisis communication process can help manage reputational impact and make communicating less burdensome when incidents occur.
Swift, accurate communication is the most important factor in successfully mitigating a crisis. While there are many articles about the methodology behind external communication, the art of internal communications during a crisis is often overlooked. In this presentation, you'll learn about the critical things that must be accomplished in the initial stages of a crisis and a way to make the crisis response more consistent and on-plan.
Aisling Foley Marketing is a freelance marketing consultancy that provides technology companies with additional marketing resources and support. The consultancy offers services such as marketing planning, copywriting, social media management, events, and PR. Clients pay individually for projects or on an ongoing basis. Aisling Foley has over 27 years of technology marketing experience working with Irish startups and SMEs.
What you should think about putting in webops dashboards. There's a lot of discussion that isn't annotated in the slide stack -- so you're missing a lot without audio.
This document provides an overview of a presentation about Splunk for IT operations. The presentation includes an introduction to Splunk for ITOps and Splunk apps. It discusses how increasing IT complexity is plaguing operations and how Splunk's machine data platform can provide operational intelligence. The presentation also covers Splunk IT Service Intelligence for monitoring IT services and key performance indicators. It provides examples of how customers are using Splunk to increase uptime, reduce mean time to resolution for issues, and improve margins. The presentation concludes with information on an upcoming Splunk user conference.
Service Assurance for Modern Apps - BigPanda NA SNO - April 2015 - Dan TurchinPeopleReign, Inc.
Service Assurance for modern apps. What's required to deliver strategic IT services in an age when apps and infrastructure are more complex than ever and the volume of data they generate is growing by orders of magnitude each year? Gone are the days when we could rely on people to solve machine data problems.
Improving DevOps through better monitoringLeon Fayer
Leon Fayer discusses how monitoring is a key part of DevOps and improving systems. He outlines what aspects systems, applications, databases, and business processes should be monitored. Fayer then provides a case study example of how one company traced a revenue issue to a problem with their email system by taking a top-down approach and correlating multiple metrics from traffic down through load time, databases, and email. Fayer emphasizes understanding the business and correlating different types of data to effectively monitor complex systems.
Come and learn from our experts on ways to improve you IT Operational Visibility by using Splunk for monitoring environment health. In this hands-on session we will cover recommended approaches for end to end monitoring, across applications, OSes, and devices. Topics will include: critical services to monitor, use of the Splunk Common Information Model (CIM) for cross-dataset normalization, commonly deployed apps and TAs to gather data for IT infrastructure uses, and use of pre-made dashboard panels to quickly build dashboards for monitoring your environment.
This document discusses the benefits of a top-down approach to monitoring systems compared to a bottom-up approach. It provides examples of companies like Netflix and GitHub that use key performance indicators (KPIs) and high-level metrics to monitor overall system health from the top-down rather than monitoring individual components from the bottom-up. The document also discusses how BigPanda uses a pipeline latency metric as a KPI to monitor the reliability and performance of its unified monitoring dashboard.
Swift, accurate communication is the most important factor in successfully mitigating a crisis. While there are many articles about the methodology behind external communication, the art of internal communications during a crisis is often overlooked. In this presentation, you'll learn about the critical things that must be accomplished in the initial stages of a crisis and a way to make the crisis response more consistent and on-plan.
Aisling Foley Marketing is a freelance marketing consultancy that provides technology companies with additional marketing resources and support. The consultancy offers services such as marketing planning, copywriting, social media management, events, and PR. Clients pay individually for projects or on an ongoing basis. Aisling Foley has over 27 years of technology marketing experience working with Irish startups and SMEs.
What you should think about putting in webops dashboards. There's a lot of discussion that isn't annotated in the slide stack -- so you're missing a lot without audio.
This document provides an overview of a presentation about Splunk for IT operations. The presentation includes an introduction to Splunk for ITOps and Splunk apps. It discusses how increasing IT complexity is plaguing operations and how Splunk's machine data platform can provide operational intelligence. The presentation also covers Splunk IT Service Intelligence for monitoring IT services and key performance indicators. It provides examples of how customers are using Splunk to increase uptime, reduce mean time to resolution for issues, and improve margins. The presentation concludes with information on an upcoming Splunk user conference.
Service Assurance for Modern Apps - BigPanda NA SNO - April 2015 - Dan TurchinPeopleReign, Inc.
Service Assurance for modern apps. What's required to deliver strategic IT services in an age when apps and infrastructure are more complex than ever and the volume of data they generate is growing by orders of magnitude each year? Gone are the days when we could rely on people to solve machine data problems.
Improving DevOps through better monitoringLeon Fayer
Leon Fayer discusses how monitoring is a key part of DevOps and improving systems. He outlines what aspects systems, applications, databases, and business processes should be monitored. Fayer then provides a case study example of how one company traced a revenue issue to a problem with their email system by taking a top-down approach and correlating multiple metrics from traffic down through load time, databases, and email. Fayer emphasizes understanding the business and correlating different types of data to effectively monitor complex systems.
Come and learn from our experts on ways to improve you IT Operational Visibility by using Splunk for monitoring environment health. In this hands-on session we will cover recommended approaches for end to end monitoring, across applications, OSes, and devices. Topics will include: critical services to monitor, use of the Splunk Common Information Model (CIM) for cross-dataset normalization, commonly deployed apps and TAs to gather data for IT infrastructure uses, and use of pre-made dashboard panels to quickly build dashboards for monitoring your environment.
This document discusses the benefits of a top-down approach to monitoring systems compared to a bottom-up approach. It provides examples of companies like Netflix and GitHub that use key performance indicators (KPIs) and high-level metrics to monitor overall system health from the top-down rather than monitoring individual components from the bottom-up. The document also discusses how BigPanda uses a pipeline latency metric as a KPI to monitor the reliability and performance of its unified monitoring dashboard.
Responding to Crisis: Assessing Situational Crisis Communication of the Costa...Tine Grarup
This document summarizes a case study of the crisis communication response to the Costa Concordia cruise ship disaster in January 2012. It finds that the response did not follow recommendations of situational crisis communication theory by providing contradictory messages. However, the corporate reputation of Costa Cruises survived. It emphasizes the importance of careful crisis preparation, having response structures and procedures in place, and designating an appropriate spokesperson to improve crisis outcomes and ensure corporate survival, especially in today's fast-paced media environment.
The document discusses Stella Liebeck, the plaintiff in the famous "McDonald's hot coffee case", providing details about her burns, the court case, and the final settlement amount. It notes that McDonald's has shaped the common narrative around this case to portray Liebeck as frivolous, and questions why McDonald's has been able to control the story. The document suggests McDonald's PR understanding of communication technology has allowed it to influence public perception of the case.
The document discusses various topics related to communication and interpersonal skills including:
- Key terms in the communication process like encoding, message, channel, and decoding
- Differences between written and verbal communication
- Informal communication channels like the grapevine
- Types of nonverbal communication
- Different information technologies used for communication like email, instant messaging, fax, and videoconferencing
- Skills like listening, feedback, empowerment, conflict management, negotiation and public speaking.
Everbridge: BP - What Not To Do When the World Is WatchingEverbridge, Inc.
Boycotts, public outcry, and a tarnished reputation - some of the lasting side-effects of one of the worst oil spills in history. Despite having significant resources, BP has made one crisis communications mistake after another. Could it happen to you if a major disaster were to derail your best-laid plans? Dr. Robert Chandler, renowned crisis communication expert, dissects the missteps of BP's messaging and tell us how to avoid a guilty verdict in the court of public opinion.
How Managers Can Overcome 3 Systemic Barriers to Effective CommunicationNMC Strategic Manager
In addition to technical barriers, there may be systemic barriers in your organization that prevent effective communication. Learn 3 major barriers and how managers can overcome them.
PMN Webinar: How To Spark A Conversation Revolution -- AND Keep Your Job!mikedp
The PMN Inaugural Webinar: How To Spark A Conversation Revolution -- AND Keep Your Job! Featuring Noted Social Media Expert and Co-Author of "Groundswell: Living In A World Transformed By Social Technologies" Charlene Li
How to Jump Start Your Video Focused Content Strategy | Webinar 04.09.2015BizLibrary
In this webinar, you will learn how to link a learning content strategy that relies upon bite-sized video to organizational objectives. The specific elements of a video strategy each guide a range of choices from how to incorporate the power of storytelling through video to achieve these objectives to decisions about specific video types, styles and delivery tools.
Tom Petersen gave a presentation on improving internal communications. He discussed that internal communications is important for employees to understand organizational goals and represent the organization well externally. Effective internal communications requires understanding the audience's needs and addressing "what's in it for me." Special situations like organizational changes, crises, and dealing with rumors also require tailored communications approaches. The presentation provided five tips for improving internal communications, such as focusing on the audience's interests and using consistent, impactful messages.
Module 1 - communication skills bu 2015.pptx revManoj Gowda
Provides a permanent record
that can be referred to again and again
3. Structure Less structured
Flexible
More structured
Rigid format
4. Feedback Immediate feedback
Clarification possible
Feedback delayed
Clarification difficult
5. Range Short range
Face to face
Long range
Can reach wider
audience
Problem management foundation - PerceptionsRonald Bartels
The document discusses the importance of managing perception during a crisis through shared language and transparency. It emphasizes that establishing trust with stakeholders is key, which can be done by (1) ensuring everyone uses the same language to communicate, (2) providing transparent metrics and dashboards, and (3) being prepared, acting with urgency, focusing on known facts, careful communication, and consistency across all channels during a crisis.
CIS 349 Info Tech Audit and Control· Assignment 1 Designing F.docxclarebernice
CIS 349 Info Tech Audit and Control
· Assignment 1: Designing FERPA Technical Safeguards
Due Week 2 and worth 100 points
Imagine you are an Information Security consultant for a small college registrar’s office consisting of the registrar and two (2) assistant registrars, two (2) student workers, and one (1) receptionist. The office is physically located near several other office spaces. The assistant registrars utilize mobile devices over a wireless network to access student records, with the electronic student records being stored on a server located in the building. Additionally, each registrar’s office has a desktop computer that utilizes a wired network to access the server and electronic student records. The receptionist station has a desktop computer that is used to schedule appointments, but cannot access student records. In 1974, Congress enacted the Family Educational Rights and Privacy Act (FERPA) to help protect the integrity of student records. The college has hired you to ensure technical safeguards are appropriately designed to preserve the integrity of the student records maintained in the registrar’s office.
Write a three to five (3-5) page paper in which you:
1. Analyze proper physical access control safeguards and provide sound recommendations to be employed in the registrar’s office.
2. Recommend the proper audit controls to be employed in the registrar’s office.
3. Suggest three (3) logical access control methods to restrict unauthorized entities from accessing sensitive information, and explain why you suggested each method.
4. Analyze the means in which data moves within the organization and identify techniques that may be used to provide transmission security safeguards.
5. Use at least three (3) quality resources in this assignment. Note: Wikipedia and similar Websites do not qualify as quality resources.
Your assignment must follow these formatting requirements:
. Be typed, double spaced, using Times New Roman font (size 12), with one-inch margins on all sides; citations and references must follow APA or school-specific format. Check with your professor for any additional instructions.
. Include a cover page containing the title of the assignment, the student’s name, the professor’s name, the course title, and the date. The cover page and the reference page are not included in the required assignment page length.
The specific course learning outcomes associated with this assignment are:
. Describe the role of information systems security (ISS) compliance and its relationship to U.S. compliance laws.
. Use technology and information resources to research issues in security strategy and policy formation.
. Write clearly and concisely about topics related to information technology audit and control using proper writing mechanics and technical style conventions.
Questions CHP1
1. Discuss Fink’s four stages of a crisis by describing what happened at each stage of a crisis that has been in the public eye recently or ...
This document provides an introduction to crisis communications for the Ontario Provincial Police. It discusses the changing expectations around crisis communications due to new media and social media. It emphasizes the importance of message mapping, which involves developing key messages and supporting facts for potential crisis scenarios in advance. The document also discusses delivery of messages during crises, noting that non-verbal communication becomes more important. It stresses the importance of appearing poised, compassionate, competent and optimistic during crises.
The document summarizes a presentation on crisis communications given by Barry Radford. It discusses what constitutes a crisis and emergency information, how to create key messages to address a crisis, and preparing a message map. A message map is a visual tool that organizes 3 key messages for an audience with 3 supporting facts for each message based on research that people can typically remember 3 items. It also discusses delivering messages during a crisis when cognitive abilities are impaired and the importance of showing compassion, competence, and optimism. The presentation provides an example message map and concludes with an exercise to have participants prepare message maps for different audiences during a hypothetical water contamination threat.
What to do when the media comes knocking: Crisis Communication BasicsBrenda Jones
This document summarizes a presentation on crisis communication and media relations. It discusses the cycle of conflict and PR processes, what to say when dealing with the media during a crisis, how to communicate in a crisis, ethics in crisis communication, tips for working with reporters, and using social media for crisis communication. The presentation provides advice on being prepared, taking responsibility, communicating openly and honestly, and monitoring coverage.
The document discusses various barriers to effective communication. It identifies several types of barriers, including perceptual and language differences, high information loads, distractions, time pressures, emotions, organizational complexity, and poor memory retention. Specific barriers covered in more detail include lack of enthusiasm, distracting gestures, lack of focus, presentation overload, verbal static, and lack of eye contact. Common internal communication problems in organizations are also examined, such as management assuming that all information is shared when it is not, a dislike of bureaucracy leading to less documentation and feedback, and management not being aware of what information has been communicated to which audiences.
Short term gain = long term pain
Eddie Johnson discusses the importance of telling the truth in marketing and communications. While self-promotion in CVs is acceptable, exaggerating abilities can damage credibility long term. Personalization and telling different truths depending on perception can lead to difficult decisions and consequences. Ultimately, marketing should foster trust and build bonds between consumers and brands through relevant, consistent communication that listens to feedback and builds community.
So software development has been broken for a long time due to the need to create a formal approach, however the approach that has generally been adopted didn't work and has never worked, but at least the people at the top had a modicum of control which created the illusion that everything was working fine.
So in conclusion, software development has been around for a relatively long time and due to that there are a hundred and one ways of doing apparently the same thing, creating software. However compared to the sciences, software development isn't yet out of its teens and as such there really isn't an empirical evidenced based approach to software testing.
So we just have to fumble along with the knowledge that we currently have and continue to improve.
The communication is exchanging of information by speaking, writing, or using some other medium. The successful conveying or sharing of ideas and feelings.
Every communication involves (at least) one sender, a message and a recipient. This may sound simple, but communication is actually a very complex subject.
This chapter discusses communication processes and strategies in organizations. It identifies the key components of communication including encoding, selecting a medium, decoding, feedback, and noise. It describes five common communication strategies and provides guidelines for effective upward communication, communicating online, and improving listening, writing and meeting skills. The chapter emphasizes selecting rich communication mediums that allow for feedback when using certain strategies to communicate with employees.
Failure as Success Devops Roadtrip Seattle 2016VictorOps
'Failure' as 'Success': The Mindset, Methods, and Landmines
J. Paul Reed
Release Engineering Approaches
Simply ship. Every time.
http://release-approaches.com/
Responding to Crisis: Assessing Situational Crisis Communication of the Costa...Tine Grarup
This document summarizes a case study of the crisis communication response to the Costa Concordia cruise ship disaster in January 2012. It finds that the response did not follow recommendations of situational crisis communication theory by providing contradictory messages. However, the corporate reputation of Costa Cruises survived. It emphasizes the importance of careful crisis preparation, having response structures and procedures in place, and designating an appropriate spokesperson to improve crisis outcomes and ensure corporate survival, especially in today's fast-paced media environment.
The document discusses Stella Liebeck, the plaintiff in the famous "McDonald's hot coffee case", providing details about her burns, the court case, and the final settlement amount. It notes that McDonald's has shaped the common narrative around this case to portray Liebeck as frivolous, and questions why McDonald's has been able to control the story. The document suggests McDonald's PR understanding of communication technology has allowed it to influence public perception of the case.
The document discusses various topics related to communication and interpersonal skills including:
- Key terms in the communication process like encoding, message, channel, and decoding
- Differences between written and verbal communication
- Informal communication channels like the grapevine
- Types of nonverbal communication
- Different information technologies used for communication like email, instant messaging, fax, and videoconferencing
- Skills like listening, feedback, empowerment, conflict management, negotiation and public speaking.
Everbridge: BP - What Not To Do When the World Is WatchingEverbridge, Inc.
Boycotts, public outcry, and a tarnished reputation - some of the lasting side-effects of one of the worst oil spills in history. Despite having significant resources, BP has made one crisis communications mistake after another. Could it happen to you if a major disaster were to derail your best-laid plans? Dr. Robert Chandler, renowned crisis communication expert, dissects the missteps of BP's messaging and tell us how to avoid a guilty verdict in the court of public opinion.
How Managers Can Overcome 3 Systemic Barriers to Effective CommunicationNMC Strategic Manager
In addition to technical barriers, there may be systemic barriers in your organization that prevent effective communication. Learn 3 major barriers and how managers can overcome them.
PMN Webinar: How To Spark A Conversation Revolution -- AND Keep Your Job!mikedp
The PMN Inaugural Webinar: How To Spark A Conversation Revolution -- AND Keep Your Job! Featuring Noted Social Media Expert and Co-Author of "Groundswell: Living In A World Transformed By Social Technologies" Charlene Li
How to Jump Start Your Video Focused Content Strategy | Webinar 04.09.2015BizLibrary
In this webinar, you will learn how to link a learning content strategy that relies upon bite-sized video to organizational objectives. The specific elements of a video strategy each guide a range of choices from how to incorporate the power of storytelling through video to achieve these objectives to decisions about specific video types, styles and delivery tools.
Tom Petersen gave a presentation on improving internal communications. He discussed that internal communications is important for employees to understand organizational goals and represent the organization well externally. Effective internal communications requires understanding the audience's needs and addressing "what's in it for me." Special situations like organizational changes, crises, and dealing with rumors also require tailored communications approaches. The presentation provided five tips for improving internal communications, such as focusing on the audience's interests and using consistent, impactful messages.
Module 1 - communication skills bu 2015.pptx revManoj Gowda
Provides a permanent record
that can be referred to again and again
3. Structure Less structured
Flexible
More structured
Rigid format
4. Feedback Immediate feedback
Clarification possible
Feedback delayed
Clarification difficult
5. Range Short range
Face to face
Long range
Can reach wider
audience
Problem management foundation - PerceptionsRonald Bartels
The document discusses the importance of managing perception during a crisis through shared language and transparency. It emphasizes that establishing trust with stakeholders is key, which can be done by (1) ensuring everyone uses the same language to communicate, (2) providing transparent metrics and dashboards, and (3) being prepared, acting with urgency, focusing on known facts, careful communication, and consistency across all channels during a crisis.
CIS 349 Info Tech Audit and Control· Assignment 1 Designing F.docxclarebernice
CIS 349 Info Tech Audit and Control
· Assignment 1: Designing FERPA Technical Safeguards
Due Week 2 and worth 100 points
Imagine you are an Information Security consultant for a small college registrar’s office consisting of the registrar and two (2) assistant registrars, two (2) student workers, and one (1) receptionist. The office is physically located near several other office spaces. The assistant registrars utilize mobile devices over a wireless network to access student records, with the electronic student records being stored on a server located in the building. Additionally, each registrar’s office has a desktop computer that utilizes a wired network to access the server and electronic student records. The receptionist station has a desktop computer that is used to schedule appointments, but cannot access student records. In 1974, Congress enacted the Family Educational Rights and Privacy Act (FERPA) to help protect the integrity of student records. The college has hired you to ensure technical safeguards are appropriately designed to preserve the integrity of the student records maintained in the registrar’s office.
Write a three to five (3-5) page paper in which you:
1. Analyze proper physical access control safeguards and provide sound recommendations to be employed in the registrar’s office.
2. Recommend the proper audit controls to be employed in the registrar’s office.
3. Suggest three (3) logical access control methods to restrict unauthorized entities from accessing sensitive information, and explain why you suggested each method.
4. Analyze the means in which data moves within the organization and identify techniques that may be used to provide transmission security safeguards.
5. Use at least three (3) quality resources in this assignment. Note: Wikipedia and similar Websites do not qualify as quality resources.
Your assignment must follow these formatting requirements:
. Be typed, double spaced, using Times New Roman font (size 12), with one-inch margins on all sides; citations and references must follow APA or school-specific format. Check with your professor for any additional instructions.
. Include a cover page containing the title of the assignment, the student’s name, the professor’s name, the course title, and the date. The cover page and the reference page are not included in the required assignment page length.
The specific course learning outcomes associated with this assignment are:
. Describe the role of information systems security (ISS) compliance and its relationship to U.S. compliance laws.
. Use technology and information resources to research issues in security strategy and policy formation.
. Write clearly and concisely about topics related to information technology audit and control using proper writing mechanics and technical style conventions.
Questions CHP1
1. Discuss Fink’s four stages of a crisis by describing what happened at each stage of a crisis that has been in the public eye recently or ...
This document provides an introduction to crisis communications for the Ontario Provincial Police. It discusses the changing expectations around crisis communications due to new media and social media. It emphasizes the importance of message mapping, which involves developing key messages and supporting facts for potential crisis scenarios in advance. The document also discusses delivery of messages during crises, noting that non-verbal communication becomes more important. It stresses the importance of appearing poised, compassionate, competent and optimistic during crises.
The document summarizes a presentation on crisis communications given by Barry Radford. It discusses what constitutes a crisis and emergency information, how to create key messages to address a crisis, and preparing a message map. A message map is a visual tool that organizes 3 key messages for an audience with 3 supporting facts for each message based on research that people can typically remember 3 items. It also discusses delivering messages during a crisis when cognitive abilities are impaired and the importance of showing compassion, competence, and optimism. The presentation provides an example message map and concludes with an exercise to have participants prepare message maps for different audiences during a hypothetical water contamination threat.
What to do when the media comes knocking: Crisis Communication BasicsBrenda Jones
This document summarizes a presentation on crisis communication and media relations. It discusses the cycle of conflict and PR processes, what to say when dealing with the media during a crisis, how to communicate in a crisis, ethics in crisis communication, tips for working with reporters, and using social media for crisis communication. The presentation provides advice on being prepared, taking responsibility, communicating openly and honestly, and monitoring coverage.
The document discusses various barriers to effective communication. It identifies several types of barriers, including perceptual and language differences, high information loads, distractions, time pressures, emotions, organizational complexity, and poor memory retention. Specific barriers covered in more detail include lack of enthusiasm, distracting gestures, lack of focus, presentation overload, verbal static, and lack of eye contact. Common internal communication problems in organizations are also examined, such as management assuming that all information is shared when it is not, a dislike of bureaucracy leading to less documentation and feedback, and management not being aware of what information has been communicated to which audiences.
Short term gain = long term pain
Eddie Johnson discusses the importance of telling the truth in marketing and communications. While self-promotion in CVs is acceptable, exaggerating abilities can damage credibility long term. Personalization and telling different truths depending on perception can lead to difficult decisions and consequences. Ultimately, marketing should foster trust and build bonds between consumers and brands through relevant, consistent communication that listens to feedback and builds community.
So software development has been broken for a long time due to the need to create a formal approach, however the approach that has generally been adopted didn't work and has never worked, but at least the people at the top had a modicum of control which created the illusion that everything was working fine.
So in conclusion, software development has been around for a relatively long time and due to that there are a hundred and one ways of doing apparently the same thing, creating software. However compared to the sciences, software development isn't yet out of its teens and as such there really isn't an empirical evidenced based approach to software testing.
So we just have to fumble along with the knowledge that we currently have and continue to improve.
The communication is exchanging of information by speaking, writing, or using some other medium. The successful conveying or sharing of ideas and feelings.
Every communication involves (at least) one sender, a message and a recipient. This may sound simple, but communication is actually a very complex subject.
This chapter discusses communication processes and strategies in organizations. It identifies the key components of communication including encoding, selecting a medium, decoding, feedback, and noise. It describes five common communication strategies and provides guidelines for effective upward communication, communicating online, and improving listening, writing and meeting skills. The chapter emphasizes selecting rich communication mediums that allow for feedback when using certain strategies to communicate with employees.
Failure as Success Devops Roadtrip Seattle 2016VictorOps
'Failure' as 'Success': The Mindset, Methods, and Landmines
J. Paul Reed
Release Engineering Approaches
Simply ship. Every time.
http://release-approaches.com/
DevOps involves development and operations engineers working together throughout the entire lifecycle of a service, from design to production support. This breaks down the traditional silos between development and operations teams. The document discusses DevOps practices like continuous integration, infrastructure as code, monitoring and metrics, and implementing processes to minimize the impact of disruptions and outages. It emphasizes adopting DevOps culture from the start and evolving practices over time in a way that makes sense for the business.
Move past the jargon. See how DevOps plays into incident management and resolution.
Join guest Forrester Analysts and experts from local Colorado companies for a ½ day event focused on the latest and greatest DevOps practices for those tasked with maintaining uptime.
The document discusses the results of a study on the effects of exercise on memory and thinking abilities in older adults. The study found that regular exercise can help reduce the decline in thinking abilities that often occurs with age. Older adults who exercised regularly performed better on cognitive tests and brain scans showed they had greater activity in important areas for memory and learning compared to less active peers.
Dealing with an outage is so much more than just getting notified that a server is down. From alerting to resolution, learn more about the incident lifecycle and how each phase contributes to MTTR.
Jason Hand, DevOps Evangelist at VictorOps, and Michael Ansel, from Box, explain what ChatOps is, how it can help different teams in your organization, and where security comes into play. You'll learn tips to get started, tools needed and emerging best practices around the topic.
DevOps represents cultural change. Whether it’s the change of resistant engineers that don’t want to be on-call or the change of Operations teams to have more empathy towards their counterparts writing code, to the willingness of executives to embrace a culture of automation, measurement and sharing. Organizations must overcome the culture war to be able to approach the agility and productivity that organizations following a DevOps model gain. The faster they can get there, the faster these organizations can take the competitive edge away from traditional enterprises.
Resolving an incident can be a complex process that takes a lot of time and many people. According to the 2014 State of On-call Report, most teams report that it take 10-30 minutes to resolve an incident on average, 5 people are needed to help with resolution.
But it doesn't have to be that way. Jason Hand presents best practices and tips for surviving every stage of the firefight - from when an alert comes in to pulling reports after its over.
Clusters are getting bigger and bigger and machines are getting more and more powerful and yet we continue to use architectures that worked for websites built during the 90’s internet scale. Microservices vs. Monoliths glosses over a key architectural distinction in the way we build concurrency into our applications. We’ll define terms like concurrency and parallelism and learn how the key question in an architecture is message passing vs. shared mutable state. We’ll also look at concepts like Actors and CSP for creating a holistic messaging passing architecture that will let you truly scale your architecture.
An Introduction to Rearview - Time Series Based MonitoringVictorOps
Jeff Simpson, senior software engineer at VictorOps, delivered this presentation at the Frontrange Alerting & Monitoring meetup...along with an awesome live demo.
Putting Devs On-Call: How to Empower Your TeamVictorOps
A main tenet of DevOps is bridging the gap between the Dev team and the Ops team. One way to accomplish this is to include devs in the on-call rotation. While this may sound difficult, it’s not impossible to do…as our guide demonstrates.
We profile four companies that have successfully transitioned their dev team to being on-call and their stories can provide examples for how you too can do it.
Join DevOps Evangelist, Jason Hand, for a discussion on ChatOps and the movement to deploy, measure, and mitigate from a chat client.
With more and more teams implementing methods to trigger commands from within their favorite chat clients, the time it takes to perform specific and repetitive tasks has been dramatically reduced. In providing a real-time command history to others, we can share knowledge and learn from each other faster than ever before.
Everyone knows the importance of post-mortems but something seems to be keeping your team from actually doing them. Whether it’s a question of psychology or sociology, our guide provides six reasons why your post-mortem process might be failing. Read more to see how you can stop making these mistakes!
Generating privacy-protected synthetic data using Secludy and MilvusZilliz
During this demo, the founders of Secludy will demonstrate how their system utilizes Milvus to store and manipulate embeddings for generating privacy-protected synthetic data. Their approach not only maintains the confidentiality of the original data but also enhances the utility and scalability of LLMs under privacy constraints. Attendees, including machine learning engineers, data scientists, and data managers, will witness first-hand how Secludy's integration with Milvus empowers organizations to harness the power of LLMs securely and efficiently.
Programming Foundation Models with DSPy - Meetup SlidesZilliz
Prompting language models is hard, while programming language models is easy. In this talk, I will discuss the state-of-the-art framework DSPy for programming foundation models with its powerful optimizers and runtime constraint system.
[OReilly Superstream] Occupy the Space: A grassroots guide to engineering (an...Jason Yip
The typical problem in product engineering is not bad strategy, so much as “no strategy”. This leads to confusion, lack of motivation, and incoherent action. The next time you look for a strategy and find an empty space, instead of waiting for it to be filled, I will show you how to fill it in yourself. If you’re wrong, it forces a correction. If you’re right, it helps create focus. I’ll share how I’ve approached this in the past, both what works and lessons for what didn’t work so well.
Monitoring and Managing Anomaly Detection on OpenShift.pdfTosin Akinosho
Monitoring and Managing Anomaly Detection on OpenShift
Overview
Dive into the world of anomaly detection on edge devices with our comprehensive hands-on tutorial. This SlideShare presentation will guide you through the entire process, from data collection and model training to edge deployment and real-time monitoring. Perfect for those looking to implement robust anomaly detection systems on resource-constrained IoT/edge devices.
Key Topics Covered
1. Introduction to Anomaly Detection
- Understand the fundamentals of anomaly detection and its importance in identifying unusual behavior or failures in systems.
2. Understanding Edge (IoT)
- Learn about edge computing and IoT, and how they enable real-time data processing and decision-making at the source.
3. What is ArgoCD?
- Discover ArgoCD, a declarative, GitOps continuous delivery tool for Kubernetes, and its role in deploying applications on edge devices.
4. Deployment Using ArgoCD for Edge Devices
- Step-by-step guide on deploying anomaly detection models on edge devices using ArgoCD.
5. Introduction to Apache Kafka and S3
- Explore Apache Kafka for real-time data streaming and Amazon S3 for scalable storage solutions.
6. Viewing Kafka Messages in the Data Lake
- Learn how to view and analyze Kafka messages stored in a data lake for better insights.
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11. What is a Jupyter Notebook?
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The original Czech 🇨🇿 version of the presentation can be found here: https://www.slideshare.net/slideshow/hlavni-novinky-souvisejici-s-ccs-tsi-2023-2023-1695/269688092 .
The videorecording (in Czech) from the presentation is available here: https://youtu.be/WzjJWm4IyPk?si=SImb06tuXGb30BEH .
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Power Grid Model
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Power Grid Model is currently being applied in a wide variety of use cases, including grid planning, expansion, reliability, and congestion studies. It can also help in analyzing the impact of renewable energy integration, assessing the effects of disturbances or faults, and developing strategies for grid control and optimization.
What to expect
For the upcoming meetup we are organizing, we have an exciting lineup of activities planned:
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-An update on the latest advancements in Power Grid -Model technology during the first and second quarters of 2024.
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-An opportunity to connect with fellow Power Grid Model enthusiasts and users.
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Discover top-tier mobile app development services, offering innovative solutions for iOS and Android. Enhance your business with custom, user-friendly mobile applications.
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SAM4U, an SAP complimentary software asset management tool for customers, delivers a detailed and well-structured overview of license inventory and usage with a user-friendly interface. We offer a hosted, cost-effective, and performance-optimized SAM4U setup in the Skybuffer Cloud environment. You retain ownership of the system and data, while we manage the ABAP 7.58 infrastructure, ensuring fixed Total Cost of Ownership (TCO) and exceptional services through the SAP Fiori interface.
Conversational agents, or chatbots, are increasingly used to access all sorts of services using natural language. While open-domain chatbots - like ChatGPT - can converse on any topic, task-oriented chatbots - the focus of this paper - are designed for specific tasks, like booking a flight, obtaining customer support, or setting an appointment. Like any other software, task-oriented chatbots need to be properly tested, usually by defining and executing test scenarios (i.e., sequences of user-chatbot interactions). However, there is currently a lack of methods to quantify the completeness and strength of such test scenarios, which can lead to low-quality tests, and hence to buggy chatbots.
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The first topic is CVE (Common Vulnerabilities and Exposures). I have published CVEs many times. But what exactly is a CVE? I'll provide a basic understanding of CVEs and explain how to detect and handle vulnerabilities in OSS.
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For the full video of this presentation, please visit: https://www.edge-ai-vision.com/2024/06/how-axelera-ai-uses-digital-compute-in-memory-to-deliver-fast-and-energy-efficient-computer-vision-a-presentation-from-axelera-ai/
Bram Verhoef, Head of Machine Learning at Axelera AI, presents the “How Axelera AI Uses Digital Compute-in-memory to Deliver Fast and Energy-efficient Computer Vision” tutorial at the May 2024 Embedded Vision Summit.
As artificial intelligence inference transitions from cloud environments to edge locations, computer vision applications achieve heightened responsiveness, reliability and privacy. This migration, however, introduces the challenge of operating within the stringent confines of resource constraints typical at the edge, including small form factors, low energy budgets and diminished memory and computational capacities. Axelera AI addresses these challenges through an innovative approach of performing digital computations within memory itself. This technique facilitates the realization of high-performance, energy-efficient and cost-effective computer vision capabilities at the thin and thick edge, extending the frontier of what is achievable with current technologies.
In this presentation, Verhoef unveils his company’s pioneering chip technology and demonstrates its capacity to deliver exceptional frames-per-second performance across a range of standard computer vision networks typical of applications in security, surveillance and the industrial sector. This shows that advanced computer vision can be accessible and efficient, even at the very edge of our technological ecosystem.
How information systems are built or acquired puts information, which is what they should be about, in a secondary place. Our language adapted accordingly, and we no longer talk about information systems but applications. Applications evolved in a way to break data into diverse fragments, tightly coupled with applications and expensive to integrate. The result is technical debt, which is re-paid by taking even bigger "loans", resulting in an ever-increasing technical debt. Software engineering and procurement practices work in sync with market forces to maintain this trend. This talk demonstrates how natural this situation is. The question is: can something be done to reverse the trend?
Fueling AI with Great Data with Airbyte WebinarZilliz
This talk will focus on how to collect data from a variety of sources, leveraging this data for RAG and other GenAI use cases, and finally charting your course to productionalization.
8. It Takes Buy-In At All Levels
DevOps can’t just go it alone
Every business function has something to contribute
Messaging needs to be accurate, but also accessible
9. Agree on When, and How Often
Generally: Communicate as soon as possible
Some issues need to be contained before they become public
Set a regular cadence for updates
10. Agree on What Gets Communicated
Help your users make intelligent choices and you’ll like
their decisions better
Provide context and realistic ETAs
Use Incident Templates to ease messaging
11. Agree on Who Manages the Message
Speak with a single,
consistent voice
16. The CC Process can Help During the
Firefight
Context
InsightData
17. Applied DevOps: Retrospect on the CC
Process
•What went well?
•What could have gone better?
•Action items:
•Continue doing…
•Stop doing...
•Start doing...
18. Applied DevOps: X-Functional Post-
Mortems
What was the technical impact?
What was the business impact?
What was the reputational impact?
20. Key Takeaways
• Your failures will become public
• Who controls when and how the information gets out: you,
or someone else?
• Having a plan makes crisis communication less of a burden
on the people fighting the fire
• Doing it right will build trust and loyalty with your users
Editor's Notes
Hello, and thanks for joining us today!
I’m Mike Merideth, the Sr. Director of IT at VictorOps in Boulder and I’m here with Blake Thorne, the Content Director at StatusPage. We’re here to talk about crisis communication; and some of the lessons and best-practices that we’ve learned over the years here at VictorOps
At the end of the presentation we’ll have some time for Q and A, so please enter any questions you have into the chat window and we’ll get to as many as we can
VictorOps doesn’t just take an academic interest in crisis communication. It’s an important part of our DevOps culture. Part of taking ownership of operations is knowing your users and engaging with them to make their experience better.
It’s also important to the business as a whole. It's part of how we keep our brand promise, that we're making life better for our users, and that we won’t let them down in a crisis.
We promote a culture of open communication internally, and that’s how we want it with our customers too. After all, showing trust and respect is a good way to generate trust and respect.
[BLAKE] Customers deserve to hear from you first. We’ve found this makes the difference with crisis communication -- if you can tell your team and customers before they find out, it’s a much better customer experience. It’s actually a completely different experience.
This hasn't always been a core competency for us at VictorOps
In our alpha and beta phases, we leaned on informal channels of communication that don’t really scale. A phone call can have a nice personal touch to it, but once you have hundreds or thousands of customers, you need to be able to broadcast the message.
As we came out of beta we knew we needed to step up our game, so we made a conscious effort to do so. This meant thinking about process, and thinking about channels of communication.
One of the first and easiest things we did was to sign up for StatusPage. Their product is a great fit for our culture, since it removes barriers between users that need up-to-date information and the technical people who are in a position to provide it.
Crisis Communication is a work in progress for us, and it always will be
We retrospect, we learn something and we adjust the process after almost every event. Small, iterative changes can make a big difference in how efficiently a process runs.
The whole company takes an interest, and everyone has something to contribute.
Marketing and Sales know the audience and hear first-hand what kind of messaging is important to our customers.
Operations support can tell us in real-time how issues are affecting our customers, and they are the first people that our users turn to when they’re seeking information.
The DevOps team knows the most about the root causes of events, and can offer insight into how to surface that information quickly. That not only helps us communicate better, it helps us solve problems faster.
Even if we feel like everything went great during an event, we take time to reinforce what went well and ask ourselves what could have gone better
Crisis Communication is scary!
It’s human instinct: when you’re having problems, the last thing you want to do is draw attention to them. Talking publicly about a failure, maybe even before you know what caused it, can feel like an admission of incompetence.
You could publish information that later turns out to be inaccurate, and end up looking foolish or uninformed. You could accidentally disclose information that an attacker could use to make the situation worse.
Your competitors or detractors might use your candor against you. Maybe the trade press will report on your outage and damage your reputation in the marketplace.
Or, maybe your customers didn’t notice the outage! You could be drawing attention to a problem that your users weren’t aware of, and creating ill-will where there was none before.
The alternative is worse!
Don’t kid yourself. Your customers did notice, and Information has a way of becoming public quickly, especially when people have been impacted. If you don’t tweet about an issue, it will still show up in your mentions within minutes, believe me.
If you're seen as dragging your feet with information or covering something up, you'll destroy trust with your users. This is especially true if you’re in the software, platform, or infrastructure-as-a-service industries. People understand that no one is online 100% of the time, but you have to make real commitments and keep them in order to convince people to outsource key functions of their business to you.
Once you lose control of the message, it can be really hard to get it back. An old adage in politics and chess is that if you’re reacting, you’re losing, and it applies here as well. If you’re spending the day responding to other people’s tweets or Facebook posts or accounts in the press, then the perception becomes that you’re trying to hide, that information must be extracted from you.
Your users will reward honesty, candor and timeliness with loyalty
Every organization experiences failures of one kind or another. Not every organization has the courage to own their failures and communicate with their users about them.
Customers know that no one is perfect and value a company that can admit that. “We’re still learning” is a fundamental bit of truth-telling that lays the foundation for constructive engagement going forward. It means that interactions with the customer with be a dialogue, and the customer will see that their feedback is listened to and acted on. One of the most valuable things in any vendor relationship is the feeling that the other party is truly hearing you.
Crisis Communication takes buy-in from all parts of the business
The DevOps team can’t just unilaterally decide to start posting to StatusPage or tweeting about production problems. Crisis communication has to happen in the context of protecting company IP assets, and especially protecting the privacy and security of your users.
If Crisis Communication done without the involvement of the management and business-focused teams, the messaging may be poorly crafted and poorly aimed. Your business teams know where your users are looking for information and know how to talk to them in a way they find useful.
On the other hand, if the technical team isn’t involved, the messaging may be inaccurate and your technical reputation could suffer. You don’t want to give the impression that you don’t know what you’re doing!
There are a few key things that everyone needs to agree on when it comes to Crisis Communication strategy...
Agree on When, and how often, alerts go out
When there’s something affecting your customers, you need to communicate as soon as possible, but depending on the type of issue, going public might cause more damage in the short-term.
The key is to identify different types of issues before they happen, and have a strategy for how to communicate each type. A simple component outage can be reported quickly. A security breach might need to be contained before you can talk about it.
Whenever you post that first notification, you should update on a regular cadence. Stick to that cadence as much as possible, even if there isn’t anything new to report. It shows that you’re still on the case, and won’t leave everyone wondering what’s happening. Obviously if something important occurs, like an issue gets resolved, then get that information out as quickly as possible.
Agree on What gets communicated
Not every detail can be shared, but as a rule, you should report everything you can. Don’t overwhelm the public with minutiae, but try to put yourself in the shoes of your users. What would I want to know about this incident and its cause?
Users need enough information to make intelligent and timely decisions of their own. If their own platform depends on yours, they need to know if it’s time to deploy backup or failover measures. You will like the decisions they make better if you are part of the dialogue. Leave people trying to guess and make decisions on their own, and they may decide to seek another vendor.
[BLAKE] Incident Templates: We see a lot of customers having a way easier time with this communication by setting up some templates and language ahead of time. If you have routine or expected incidents, it’s much easier to execute a pre-planned strategy than figure stuff out on the fly.
Agree on Who is managing the message
It's important to speak with a single, consistent voice. If different information is going out on different channels, it will make you look dumb and you’ll lose trust with your users. The message going out on your StatusPage has to be the same as the message going out on Twitter or in email. Don’t make your customers guess which source is more correct or timely.
You need to make sure there is internal consensus before communicating a status change. Make sure you have multiple confirmations before you report that an incident is resolved.
The person doing the reporting can and should act as a gatekeeper here, ensuring the I’s are dotted and the T’s crossed before the message goes out. This is DevOps, which means ownership. If you hit that “post” button, you own that message.
Agree on Where the message is being shared
There should be well-known and publicized channels for your users to get information. Establish these channels and stick to them. Never make your users hunt or guess where to go.
Twitter, email, and the telephone are all important tools for us and we use them as supplemental channels, especially when an issue is affecting one customer particularly.
StatusPage is our main point of publication for our real-time platform status. Our page is at status.victorops.com. status-dot-whatever is a pretty standard construction for this, and it’s the first URL I try when I’m trying to guess where to find status information for a third-party.
[BLAKE] Private pages. A lot of people don’t realize they might be leaving team members out of the loop. Maybe you have some internal technology that you don’t want public facing. Have you thought about how you’re sharing that info with the team? We’ve have a lot of customers use private pages to keep their team up to speed when internal things break. It can do wonders for team moral when they feel in the loop on these things.
At VO we have a cross-functional crisis communication team that gets involved in incidents in real-time
Members of the team come from business and technical disciplines. The mix means that we’re sure the different departments are being represented during incidents, and we can call on a wide range of skill sets.
The CC team has an on-call rotation, like all of our critical platform teams. In this way, business stakeholders take part in platform operations, and extend the DevOps paradigm throughout the company. For us at VictorOps, this also promotes a better understanding of how our product works and how people use it, so it’s a win for everyone.
Members of our CC team attend training and get certification
They learn how to identify type of crises and handle messaging for each kind. This minimizes the time spent debating the messaging approach. They already know what to do, they just need to execute
They learn how to plan in advance for handling crises, and to learn from incidents in retrospect
They learn how to identify the key stakeholders and communicate with them. This means not only our end users and account holders, but our internal stakeholders as well. Does the executive team need to be notified? How about sales people getting ready to do demos?
We aim to manage CC without disrupting critical work. The way to do that is:
Have someone act as a liaison between first responders and the Crisis Communication team. Make sure the people working the problem know who that point person is.
Keep conversations about CC separate from firefighting. Use a different slack channel or conference bridge, but keep it open to others who want to contribute when they have a moment
Have plans and runbooks ready for how to get the message out. Even if someone is managing an incident for the first time, they should know when, where and how to share information
The Crisis Communication effort can actually help with troubleshooting, by ensuring everyone has the same understanding of what’s going on
Taking a breath to answer a question can sometimes give everyone a chance to gain perspective, or maybe spot a critical detail that was missed. Sometimes the person with the key piece of data and the person with the key piece of context just need to get together.
You may have people wasting time on a dead-end approach to a problem, because they didn’t hear about a critical status update. Getting everyone together to gather status can help get people off of wild goose chases.
If the team is fighting multiple fires, the Crisis Communication team can help relay feedback from the users, and help focus the effort on the most important issues.
It’s important to retrospect on the Crisis Communication process. This is separate from incident post mortems. The Crisis Communication and other stakeholders should get together from time to time to check in on process. Focus on:
Was our communication accurate and timely?
Did we make bad situations better for our users?
Did our efforts to communicate help or hinder the front-line process?
Is there anything in the process that we can automate/better document/eliminate?
Another great tool is cross-functional incident post-mortems. Try to get together as soon as possible after an incident, once everyone is rested and has had a chance to gather their thoughts. These meetings are usually technical, but other departments can learn and contribute here.
Having business stakeholders at the technical post-mortem can help raise questions from an end-user perspective
The better the CC team understands this incident and the platform as a whole, the fewer questions they'll need to ask during the next incident
We’re a DevOps company, and we use a DevOps toolset for managing both incidents and Crisis communication
We use Slack integrated with VictorOps to facilitate conversation.
We have a channel with our VictorOps timeline, and different channels for side conversations and for coordinating messaging. This keeps all of the conversations focused
Our integration with statuspage.io makes it easy to do quick updates to component status from the VictorOps timeline window, even as the Crisis Communication team crafts detailed messages to post.
Key takeaways
Information about your failures will become public. That is the one fact you cannot change
It's a question of who controls when and how that information gets out. It can be you, or it can be someone else. Believe me, you’ll like the outcome better if you’re the one leading the conversation
Having a plan makes Crisis Communication less of a burden on the people fighting the fire and can even help. It also means that your message can get out more quickly, and more accurately
Doing this right will build trust with your users. They’ll know you’re not perfect, but they’ll also know that they can count on you to keep them informed when things aren’t going right, and during an incident, they will have a sense that you’re doing everything you can.