1st March, 2021 3 Min read
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When it comes to incident response, organizations still generally go through traditional motions of paging team members, leveraging documentation and runbooks to investigate and handle the situations, and then measuring response time and quality of these teams. This kind of human-centric approach has never been scalable. When you factor in additional challenges that COVID-19 has brought into the equation around distributed teams and systems, plus the ever-evolving complexity of hybrid and cloud-native architectures, it’s more evident than ever before that a human-centric strategy is an outmoded approach to ensuring reliability of your services.
The only way businesses can guarantee reliability of their services under scale is to treat the problems from the engineering perspective — not an operational one. This means developing playbooks-as-code as mechanisms to make your systems more robust. Playbooks-as-code will ensure repeatable success in delivering the alert/incident context, communicating it to the relevant stakeholders, and applying mitigation strategies. With playbooks-as-code, the most efficient response strategy is always applied to each production alert, regardless of which responders are on-call and the quantity and/or frequency of the alerts.
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