DevOpsDaysNZ 2018 – Day 1 – Session 3

Open Space 1 – Prod Support, who’s responsible

  • Problem that Ops doesn’t know products, devs can’t fix, product support owners not technical enough
  • Xero have embedded Ops and dev in teams. Each person oncall maybe 2 weeks in 20
  • Customer support team does everything?
  • “Ops have big graphs on screens, BI have a couple of BI stats on screens, Devs have …youtube videos”
  • Tiers support vs Product team vs Product support team
  • Tiered support
    • Single point of entry
    • lower paid person can handle easy stuff
    • Context across multiple apps
  • Product Team
    • Buck stops with someone
    • More likely to be able to action
    • Ownership of issues
    • Everyone must be enabled to do stuff
    • Everyone needs to be upskilled
  • Prod Support
    • Big skilled can fix anything team
    • Devs not keen
    • Even the best teams don’t know everything

Open Space 2 – DevOps at NZ Scale

  • Devops team, 3rd silo
    • Sometimes they are the new team doing cool stuff
    • One model is evangelism team
  • Do you want devops culture or do you just want somebody to look after your pipeline?
  • Companies often don’t know what they want to hire
  • Companies get some benefit with the tools (pipelines, agile)  but not the culture. But to get the whole benefit they need to adopt everything.
  • The Way of Ways article by John Cutler

Open Space 3 – Responding Quickly

I was taking notes on the board.

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