Adopting and maturing to service ownership with PagerDuty and Rundeck

Adopting and maturing to service ownership with PagerDuty and Rundeck

Jul 27, 2021

Presented at PagerDuty Summit 2021 by Jake Cohen Among the common goals of today’s engineering and operations teams is to adopt a culture of Service Ownership: “You build it, you own it.” As with many ancillary objectives to driving DevOps across an organization, this is easier said than done. Sometimes this is in small part due to the technology stack/architecture of a given company. But more often than not, this is because teams lack the human-to-technology mechanisms that allow for a culture of service ownership. Within the context of Incident Response, teams need to be able to clearly define who is responsible for tending to issues, how they’re notified, and who they’re allowed to lean on for help. PagerDuty helps promote a culture of Service Ownership by empowering teams to make clear delineations of response teams across services. What about outside of incidents? How can teams operate at a fast pace and at a large scale, while still maintaining (valid/safe) service ownership? One of the keys to allowing for service ownership outside of Incident Response is by imbuing an organization with a culture of “self-service.” This is where a service owner provides self-service mechanisms for end-users (non service owners) to make use of a given service in a safe manner that does not require interruption of the service creator/owner. Rundeck provides the necessary mechanisms for service owners to create self-service interfaces to address the needs of their service-users while maintaining the necessary security and compliance postures of their organizations.