The world is moving fast, led by an ever-accelerating IT landscape. In recent years, two distinct types of teams have emerged that assist in driving this business transformation: DevOps/SRE teams that are in charge of driving rapid innovation of products and services, and IT Ops/NOC teams that focus on preventing outages and maintaining the high level of quality, reliability and serviceability that modern, discerning customers expect.

We all know one bad experience can impact a customer’s perception of—and even willingness to deal with—an organization going forward. That’s why so many companies, in virtually every industry, have made investing in customer experience (CX) a top priority, according to ResearchAndMarkets.com. The problem is, for any given organization, there are a number of customer service processes along the entire life span of an interaction that need to be looked at and made great.

In this digital era, technology systems are becoming increasingly complex. No longer can a single SME (subject matter expert) understand every facet of the system they run. Instead, much of this knowledge is siloed and exists as tribal knowledge within certain teams. Additionally, the rate of change is faster than ever, with code deploying and new services shipping at a rate unimaginable a few years ago.

An explanation of the meaning of SLA, SLO and SLI, and how SREs should use each concept to manage reliability.

Our November update introduces new team settings and, along with them, entirely new options for escalating Signls. This will allow you to make your incident response even more reliable. One application is to create a ‘managers on duty’ teams with full duty scheduling capabilities and escalate missed Signls to such 2nd level response team. As always, you can find all the details in this article.

Cloudflare is a global cloud services provider that is based all over the globe, from San Francisco, US to London, England to Sydney, Australia. Their mission, as stated front and center on their homepage, is to help build a better Internet. While that may read like hyperbole, their numbers are impressive - Cloudflare has over 126,000 paying customers and 95% of Internet Users in the developed world are within 50ms of their network.

xMatters is a crucial tool for DevOps teams, and no one knows that better than our customers. Over the years we’ve published countless DevOps case studies, but when it comes to the test of time, some have stood up and have continued to make an impact.

WALTHAM, Mass., Nov. 3, 2021 — OnPage Corporation, a Boston-based incident management company, today announced the availability of new integrations with leading single sign-on (SSO) solutions Okta and OneLogin. The latest integrations allow for a secure authentication process when users log in to the OnPage system using their SSO account credentials.

Get ready for something exciting coming your way! xMatters latest release, Ninja, is on the horizon and will be available in production next week. Named in honor of the classic video game Ninja Gaiden, this latest batch of xMatters updates is sure to pack a punch — pun definitely intended. This release rolls out exciting new features like an intelligent Service Dependencies map and integrations with the broader Everbridge platform, among many other things.

SREs and SWEs complement each other, but they perform different tasks and focus on different priorities.