From the course: DevOps Foundations: Incident Management
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Communicating inside your organization
From the course: DevOps Foundations: Incident Management
Communicating inside your organization
- Being transparent about your service status with end users is important, and it's just as important to communicate with others in your organization. Keep in mind how many stakeholders there are for any given system. There's other engineers that want to fix it. There's dependent systems that require it. There's end users or customers that need to use it. There's support folks getting calls about it. There's the sales and business folks that sell it or will have to explain to someone when it's down. They all depend on you, not just to fix the problem, but to provide timely and accurate information about it. Of course, internal communication can also be an obstacle to solving the problem when every manager and sales rep and so on wants to play 20 questions while the outage is still ongoing. A good internal communication plan will keep others informed while keeping them out of your hair. It's a symbiotic relationship. If stakeholders feel like they're being communicated to in a helpful…
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