The document outlines Gap Inc.'s transformation journey from its founding in 1969 through various acquisitions and digital initiatives, culminating in a focus on modern IT operations and DevOps practices. It emphasizes the importance of technology as a key driver of business transformation and describes the company's shift towards an integrated digital platform with improved incident management through tools like PagerDuty. Additionally, it highlights practical steps taken to optimize operations, including the establishment of product teams and a commitment to executing a more efficient incident management strategy.

1. K A R T I K G A R G , D I R E C T O R I T , G A P I N C .
D E C E M B E R 6 , 2 0 1 7
GAP INC.’S
TRANSFORMATION
JOURNEY

2. 1969 1976 1994 2008 2013
The first Gap store
opens at 1950 Ocean
Avenue in San
Francisco, California,
selling Levi’s jeans and
records and tapes –
the records and tapes
only last 6 months.
Gap goes public with an
initial public offering of
1.2 million shares of
stock at $18 per share
(not adjusted for stock
splits) and Gap is listed
on the New York and
Pacific Stock Exchanges.
The first Old Navy
store opens in Colma,
California.
Gap Inc. acquires
Athleta, a women’s
active wear company.
Online sales top $1
billion.
Gap Inc. acquires
Intermix, a multi-brand
specialty boutique
retailer of luxury and
contemporary
women’s apparel and
accessories.

3. 5
________________
Brands
90+
________________
Countries
3,200+
________________
Company-
operated stores

4. • AT GAP INC. SINCE 2011
• RESPONSIBLE FOR BUILD,
DEPLOY, TEST, MONITORING &
ALERTING SOLUTIONS
• CHARTER: ENABLE ORG
TRANSFORMATION WITH A
PLATFORM – A BETTER SET OF
TOOLS AND INTEGRATED
PROCESSES
Execute our Mode 2 (DevOps) vision
KARTIK GARG

5. Currently migrating from traditional IT Ops model
The Digital Transformation Journey
5
Level 1
Help Desk
Level 2
Application / Infra Support
Level 3
SME / Project Team
• Internal or external customer reported issues
• Troubleshoots and “stops the bleeding”
• Relies heavily on tribal knowledge
• Not optimized for preventing recurrence
• Focused on new initiatives
• Expertise lost once project ends and code/device
maintenance tossed over to ops
• Brought in if L2 cannot fix but not always effective

6. Ideal state – “Execute in Mode 2”
The Digital Transformation Journey
6
• Durable product teams – Legacy & New
• Engineer responsible for the issue also responsible
for solving the issue
• Root cause remediation > self-heal automation
• Expand troubleshooting expertise to handle
process issues
• Provide information to end user or other
application and systems teams
Responsibilities pushed to L3 and L1
Level 3
SME / Product Team
Level 2
Application / Infrastructure Support
Level 1
Help Desk

7. 7
Functional Team Model for DevOps
Ideal State – Single Team Ownership
PRODUCT TEAM
ACCOUNTABLE FOR
MANAGING BOTH
FEATURE & DEFECT
BACKLOG

8. BYO… Tools!

9. Incident Management at Gap Inc.
9
Actionable Alert Workflow for Team Using PagerDuty as On-call Service
Product Team Member
Alerta
Bidirectional
Bidirectional
PD Actions: On-Call Schedules,
Escalations, Acknowledge, Merge
SNOW Actions:
Incident Mgmt., RCA

10. Early 2017 - Pilot Now
Where We Are
10
4 Teams
70 Users
25 Teams
500 Users
Projected
~85 Teams
~1,500 Users

11. How We Got Here – Best Practices
11
Strong
executive
buy-in
Commitment
from Infra &
Ops teams
Pilots for
learning and
iterations
ITSM process
simplification
& training
First things first: Understand disruptive nature and prepare accordingly

12. How We Got Here - Practical Steps
12
Some countries
require on-call
resources to be
paid, no matter
what
On-call
scheduling
complicated with
FTE and
contractor
resource mix
Develop
consistent
templates for
runbooks, RCA
and post-
mortems
Review local laws
Understand resource
mix
Standardize

13. “TECHNOLOGY IS NOT
JUST AN ENABLER OF NEW
BUSINESS MODELS -
TECHNOLOGY IS THE
HERO OF OUR FUTURE
STORY”
RATHI MURTHY, CTO, GAP INC.

14. PagerDuty: Turning Complexity into Action
MICROSERVICES
APPS & SERVICES
CONTAINERS
CLOUD
NETWORK
DATABASE
Helpd
esk
Incident
SERVERS
Incident
Incident
Incident
Incident
Incident
Incident
Incident
Incident
Incident
SOCIAL
SECURITY
Harness Digital
Data
Make Sense
of Data
Respond &
Engage Teams
Analyze &
Learn

15. Extensible Platform
Advanced Analytics & Visibility
Event Intelligence
& Automation
Enterprise Class
On-Call Management
& Notifications
Major Incident
Response
The PagerDuty Platform
SECURE | RELIABLE | SCALABLE

16. World’s Most Successful Organizations Trust
PagerDuty
FINANCIAL RETAIL MEDIA TECH HEALTHCARE TELCO INTERNET

17. Try Us Out!
www.pagerduty.com
SEE A DEMO PROOF OF VALUESTART A TRIAL

18. Thank You
Lauren Wang
Director, Solutions Marketing
PagerDuty