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Tech Brief How to Make On-Call Suck Less

Make On-Call Suck Less

With VictorOps, “on-call” isn’t a four-letter word. Our software ingests system and application data to provide a single-pane-of-glass into system health, supporting both automated alerting and critical communication. Engineering teams receive context-rich notifications and collaborate cross-functionally for fast, efficient resolutions.

Why Every Engineer Should Be On-Call

As the consumer experience becomes increasingly digitized, every company is becoming increasingly software-defined and as such is to an entirely new set of standards. Software is eating the world and every organization is experiencing digital disruption. Customer loyalty is no longer dictated by service alone, but by the availability of always-on digital experiences.

And what does all this have to do with being on-call? Because the world’s leading companies are “shifting left” - increasing their focus on software development, testing and release to keep up with increasing demands; companies are empowering developers to own their code and collaborate with operations and SREs to increase innovation and time-to-value.

This pressure to innovate drives both reward and risk. In a world where incremental, faster deploys are the new normal, incidents are inevitable. And the cost of an outage — from lost business to brand reputation — is severe. While incidents may be inevitable, downtime can be mitigated and, perhaps, avoided entirely — saving businesses money and improving the quality of life for on-call engineers. Most organizations are starting to realize downtime is inevitable, yet haven’t realized they control their preparation for recovery.

Lean Into the Speed of DevOps

Responding and resolving issues quickly requires tools built for speed in both notification and collaboration — tools to support the culture of continuous improvement a high-velocity deployment environment demands What do proactive versus reactive tools look like in practice? A useful comparison is that of an ambulance and emergency room versus a hospital. The ambulance and emergency room act as the first responders to a major incident, providing quick action in a crisis and enabling a cross-functional team to take immediate action and stabilize the situation. Conversely, a hospital takes the next step, offering specialists who document processes and create plans for long-term care.

The truth is, your organization needs both — an incident response system like VictorOps that helps improve Mean Time to Acknowledgement (MTTA) / Mean Time to Resolution (MTTR) and fosters continual improvement as well as more traditional ITSM tools to ticket issues for further investigation.

Connecting People and Providing Context

When outages or downtime occurs, DevOps teams require real-time alerts that allow operations and developers to respond quickly — to find and fix problems that require collaborative expertise — before the customer has the chance to complain.

Enter VictorOps

At VictorOps, our mission is to make on-call suck less. VictorOps is incident response software for engineering teams that are looking to reduce outage time and add confidence to your high-speed DevOps delivery and operations. VictorOps takes alerts from your monitoring tools and applies on-call schedules and rules to engage the right teams and people, so you can start resolving problems faster.

Customers like PSCU have taken “mean time to acknowledge” from 4 hours down to two minutes.

Once your team is in a “firefight,” VictorOps makes collaborating easier and faster by engaging the right experts and teams over a native mobiel app

Innovate With Speed and Confidence

Fast Time to Value

Integrations

100+ out-of-the-box integrations including best-in-class integrations with ITSM tools, infrastructure monitoring, application monitoring and more. Set-up takes moments — not day — with pre-configured API keys.

API & Webhooks

VictorOps API calls and webhooks extend platform data into other systems, enhancing functionality and flexibility.

Mobilize Teams in Moments

Mobile-First Features

Append alerts with runbooks and graphs to can gain critical context quickly — without ever opening your desktop — reducing time-to-resolution.

Automated Alert Routing

VictorOps ingests billions of alerts per day. Ensure those alerts make it to the right person at the right time with automated alert routing.

Live-Call Routing

Route incoming support or customer calls to the right responders, enabling person-to-person incident management.

ChatOps

VictorOps integrates with chat tools to support and capture team collaboration for timely response, remediation and automation.

Delivery Insights

Integrate your DevOps toolchain to correlate software updates with incidents while making everyone aware of updates.

Built-In Collaboration

On-the-Go Acking

Work where you want with our industry-leading, bidirectional, multichannel Slack integration on mobile or via the web UI. Collaboration has never been easier.

Mobile-First Apps

Native VictorOps mobile for iOS and Android provides full incident response functionality without opening your desktop.

Reduce On-Call Burnout

Noise Suppression

Silence unactionable alerts, classify by severity, append remediation information and reduce on-call burnout.

Flexible On-Call Scheduling

Set up teams, rotations and escalations policies. Easily choose contact methods, see active users and override schedules.

Continuous Improvement

Analytics and Reporting

Capture actions with the Post-Incident Review. Leverage out-of-the-box reports to and gain insights into MTTR (mean time to resolve) reduction.

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