November 2020
Beginner to intermediate
250 pages
7h 41m
English
Content preview from 97 Things Every SRE Should Know
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Chapter 45. Using ChatOps to Implement Empathy
Daniella Niyonkuru
“Janet is handling an incident lasting over an hour. Another available commander should offer to hand off or override the rest of their shift so Janet can take a break!”
This addition to our ChatOps incident response reminder sequence sounded so simple at first, yet it wasn’t long after that I observed how impactful it was to SREs who were on call. The two-sentence prompt led available commanders to reach out right away and offer to help—and this gesture seemed to reinvigorate the on-call commander.
That’s when I realized that ChatOps, beyond automating and offering an easy interface to manage incident response and infrastructure, also has the power to make our work more sustainable.
SRE teams are often overworked due to the nature of their work. The focus can be so much on systems that the SREs behind them are forgotten. Dealing with too much toil, having night shifts, and constantly being the first line of defense against outages can take a toll on SREs and consequently the systems they work on. In Chapter 44, I discuss how implementing empathy is important and can alleviate the burden, but given that teams are also resource- and time-limited, how best to implement it?
We look to a trusted tool in the SRE toolkit: automation. After doing the difficult work of creating the boundaries, limits, and budgets ...
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O’Reilly covers everything we've got, with content to help us build a world-class technology community, upgrade the capabilities and competencies of our teams, and improve overall team performance as well as their engagement.Julian F.
I wanted to learn C and C++, but it didn't click for me until I picked up an O'Reilly book. When I went on the O’Reilly platform, I was astonished to find all the books there, plus live events and sandboxes so you could play around with the technology.Addison B.
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I'm always learning. So when I got on to O'Reilly, I was like a kid in a candy store. There are playlists. There are answers. There's on-demand training. It's worth its weight in gold, in terms of what it allows me to do.