Prevent IT Issues from Impacting Business
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Daniel Topham from xMatters spoke as a guest speaker at Lucidchart Connect Salt Lake City. Daniel shared his experience in modern service delivery, changes and challenges he's faced, and how he uses Lucidchart to overcome those challenges.
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Prevent IT Issues from Impacting Business
- 2. Introduction Adigital service availability platform that prevents IT issues frombecoming business problems Daniel Topham Sales Engineer xMatters
- 3. About xMatters Company Launch 2010 Locations San Ramon CA • London UK • Draper UT Sydney AU • Vancouver BC • Victoria BC Montreal QC Supported Business DevOps • Major Incident Management ModOps Business • Continuity Management ConfidentialandProprietary Trusted by Global Companies Working at Enterprise Scale
- 4. xMatters DigitalService Availability Platform Data Enrichment On-Call Management Process & Workflow Automation Analytics Event Intelligence Smart Notifications Orchestrated Toolchain Confidential andProprietary
- 5. Problems we were facing CouldnotvisualizewherexMatterscould addvalue Noeasycentralizedsourceforflowdocuments 1 2 3 Couldnotprovideadigestibledeliverabletoclients/prospectstorunup todecisionmakers ConfidentialandProprietary
- 6. What we built in Lucidchart ConfidentialandProprietary https://www.lucidchart.com/documents /view/7fbef1dd-f0de-4bc3-a61e- 2759a6f3af73/0
- 7. ConfidentialandProprietary https://www.lucidchart.com/docume nts/view/5b326820-2ca8-4064- 9e37-ff3f48db84f1/0_0 What we built in Lucidchart
- 8. Thank You Confidential and Proprietary DanielTopham dtopham@xmatters.com 385-222-3951
Editor's Notes
- Opening slide—to be used when people are filing into a meeting room or possibly a webinar.
- If you’re running a digital business, and who isn’t, it can be hard to maintain and stay competitive. Our goal is to help companies throughout the world keep their technology services available. We’re looking forward to learning more about your business, and hopefully help keep your technologies services available.
- xMatters helps enterprises prevent, manage and resolve IT incidents so that IT issues don’t become business problems. Headquartered in the SF Bay Area with offices throughout the world, xMatters helps large enterprises, small workgroups, and innovative DevOps teams maintain operational visibility and control in today’s highly-fragmented IT environments. xMatters provides toolchain integrations to hundreds of IT management, security and DevOps tools. Our service availability platform is trusted by leading global companies and innovative challengers including BMC Software, Credit Suisse, Danske Bank, DXC technology, Experian, Intuit, NVIDIA, Sony Network Interactive, ViaSat and Vodafone. We would love to work with your team to keep your services running effectively and efficiently, too!
- xMatters provides an availability platform to ensure that your digital services are constantly functioning. It does so by working across the entire digital management lifecycle; every step along the way from development to testing to release and maintenance. Prevent xMatters’ event Intelligence helps prevent bad things from happening by connecting with your monitoring tools and pulling in critical data. And it narrows down potentially thousands of alerts to those that are the most relevant, separating signal from noise. Respond Today, it’s not always simple to know how to respond to an incident. A single service may now be supported across ten teams each with microservices architectures and build/maintain models which ulitmately means that everyone is on call. xMatters’ on-call managment synchronizes groups, users, and roles, to simplify the creation of critical rotations and device preferences that make or break response when a critical incident occurs. Once, notified, xMatters guides team members through the resolution process with smart notifications that not only alert, but inform. Resolve Integrations with your monitoring, ticketing and/or collaboration tools facilitate incident resolution. Once configured, orchestrated, bi-directional workflows relay data between systems engaging people within the tools they use every day, whether it’s from a service desk ticket or a targeted chatroom. Status is relayed to every system in the workflow, so it’s easy to keep tabs on progress. Learn Finally, reporting and analytics help teams learn and improve response to future issues (think post-mortems with the event timeline and machine learning via events stored in the data warehouse), so you can double down on what worked—and dig into what didn’t. Overall this helps: Teams drive speed and value so that digital business services have fewer issues; developers (and other team members) are only involved with things that DO matter to them without leaving their preferred tools; Workflows streamline and organize chaos that might result from many small teams using many different tools.
- Today we’ll run through modern service delivery, and share some changes and challenges we see. We’ll discuss how we’ve worked with companies to keep services running and customers happy. And finally, let you know a little bit more about who we are.
- Today we’ll run through modern service delivery, and share some changes and challenges we see. We’ll discuss how we’ve worked with companies to keep services running and customers happy. And finally, let you know a little bit more about who we are.
- Today we’ll run through modern service delivery, and share some changes and challenges we see. We’ll discuss how we’ve worked with companies to keep services running and customers happy. And finally, let you know a little bit more about who we are.
- xMatters robust integration platform is critical to keeping technology services available because it lets information flow. We have been building on our integration support for years, delivering first the integration builder (where teams code their own integrations); then delivering the integration directory, so teams can easily implement integrations with dozens of tools. The next frontier is unlocking the potential of fully-automated toolchains. Combined with the xMatters Integration Directory – which contains dozens of built-in integrations – we want to give organizations the power to automate incident management workflows. In the past, skilled developers who had the time, chained different tools together and passed information to teams in the places they wanted to work. xMatters will soon be releasing a way to do this simply, so that multiple teams can create toolchains without code and benefit from large productivity increases.
- To keep up with market changes, customer demand, and technical velocity, companies are in a dramatic state of transformation. Today, digital commerce demands faster, more agile processes which prioritizes new production and development approaches as well as alignment of cross-functional teams with service-oriented architectures to deliver greater business resiliency. Cloud helps companies scale up or scale down. Cloud services such as Kubernetes, Spinnaker, Machine learning help teams gain further efficiencies. Today, it’s rare for companies to put all their infrastructure in their own data center, building and hosting singular apps, with separate departments: devs, QA, support, and operations, building and maintaining them. Oftentimes these teams were silo’ed and at odds with each other. xMatters has undergone our own transition. Our move to cloud just completed this year (2019). With cloud we also moved to microservices releasing multiple releases/week. When we moved to DevOps, the build it and maintain mindset required a major cultural shift at xMatters. Some people didn’t like it and left, others embraced it, new people joined. It took a while to find our rhythm. References: 1. 50% and 5 clouds: Reference: Rightscale cloud report: https://www.rightscale.com/blog/cloud-industry-insights/cloud-computing-trends-2018-state-cloud-survey 2. Microservices: Global Microservices Trends. Dimensional research 3. xMatters DevOps Maturity survey. 41% actively practice DevOps. ~60% not sure what it is or if there company is doing it. 4. Gartner, Inc. states that by 2020, 50% of enterprises will entirely replace the tools they use to support core IT operations with those originally used by DevOps teams. From: 5 Steps to build a process centric IT organization.
- It’s critical that today’s teams have a flexible approach to keep IT problems from becoming business problems. And in digital businesses, IT problems are the business! By tying together tools, teams and data and aligning them under a standard process which helps companies Prevent, Respond, Resolve, and Learn, organizations can more effectively address issues that arise. Whether it’s a small team or large enterprise, this iterative approach to incident management helps address issues minor and major issues and create effective and fast remediation.
- Nearly every business is relying on some sort of digital service to conduct commerce –if not, they are rapidly falling behind. It’s critical to find ways to be resilient. The distribution of work increases speed and flexibility, but if not well orchestrated, can be chaotic and mushroom into hard-to-solve (and expensive) problems. In fact, CIO Dive, reports the downtime companies faced in 2018 was at an 80% uptick from that experienced in 2017, largely due to big changes in production. Overburdened APIs, slow third-party functions, sites heavy with graphics, servers unprepared for high traffic can all contribute to downtime and suboptimal customer experiences. Further, with the increasing focus on DevOps, the development environment has become as critical as the production environment. Downtime is not only costly, it can impact employee morale (think Werner Vogel’s worst day at AWS in Dec. 2004). Even a small degradation in service can impact customer satisfaction and loyalty in competitive markets. REFERENCES Find troubleshooting harder in MS env.: Microservices: Global Microservices Trends. Dimensional research Poor knowledge sharing: xMatters DevOps Maturity survey Also consider: On average an organization receives nearly 17k cyber security alerts each week, but investigates only 4% and spends more than 1.27M annually responding to erroneous or inaccurate alerts. “The cost of malware containment.” Ponemon lnstitute 2015. From customer Shamar Hundley, Credigy, IT support manager So we might get a thousand alerts about the same issue. With Flood Control, I think it's going to give us the ability to reduce that number of notifications that we're getting through xMatters. So that way we'll get the first initial alert, but we won't keep getting those redundant alerts about the same situation, and we can go ahead and solve it, and stop that alerting without having to have a thousand. 300K According to a recent Gartner report, the average cost of IT downtime is $5,600 per minute. Downtime, at the low end, can be as much as $140,000 per hour, $300,000 per hour on average, and as much as $540,000 per hour at the higher end.
- Viasat is a global satellite communications company which for more than 30 years has helped shape how consumers, businesses, governments and militaries around the world communicate. Viasat creates toolchains that integrate xMatters with other tools in their environment, such as Jira and Ansible. By doing so, they have decreased response time for IT incidents by 95% (10 min to 30 seconds) connecting tools that xMatters infuses with data, guiding people to fast, coordinated response.
- While xMatters is used by the largest enterprises, we have designed our free version for small teams of up to 15 people to experience a coordinated and productive approach to incident management. It’s free forever! And when your requirements change we have a range or product tiers to choose from, from our base plan to advanced.