Tips, Expertise, Articles and Advice from the Pro's for Your Website or Blog to Succeed
Mastering the concepts at the core of reliability is the first step in becoming an SRE. But you also need tools to put those concepts into practice.
Which types of tools do SREs need to do their jobs? And what are the best tools in each category? This article answers these questions by discussing what SREs should think about when building their toolbox. It walks through the key categories of tools for SREs to leverage and suggests specific options in each one.
Today, Jennifer Tejada, CEO, PagerDuty announced PagerDuty for Customer Service to empower front-line customer service agents to solve issues faster and deliver better experiences to their customers. The solution consists of new partnerships and two-way integrations with Zendesk and Salesforce Service Cloud and lets teams proactively share information between the applications they work in, understand and resolve technical issues, and work together on a united front supporting customers.
You might also like: A DevOps Approach to Incident Management Means You Can Still Innovate With ITIL
In today’s always-on world, 80% of people will stop doing business with a company because of a poor experience. Consumers expect digital services, such as apps and websites, to work perfectly every time. Customer service teams are on the frontline of this reality: 51% of companies only become aware of an issue — such as a failed shopping cart or cable service outage — when customers complain. Once the company becomes aware, it takes an average of 80 minutes to mobilize a response team, in part due to siloes separating teams that work in different applications and have no way to share essential information.