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Tickets Make Operations Work Unnecessarily Miserable

Damon Edwards (Co-Founder, Rundeck, Inc.)

Date: Wednesday, May 22

Time: 1:30pm - 2:20pm

Pass type: All Access, Conference - Get your pass now!

Track/Topic: DevOps, IT Strategy

Audience: All

Format: Conference Session

Vault Recording: TBD

Audience Level: All

Ticket-driven request queues have become the default way of working in Operations. Need something done? Open a ticket. Someone needs you to do something? A ticket shows up in your queue.

Tickets are so ubiquitous that the use of ticket queues rarely gets questioned. In fact, tickets are the cornerstone of most operations management and ITSM strategies.

But what if we made a mistake letting tickets take over operations? What if the ticket queues are actually the source of much of the dysfunction, bottlenecks, and capacity issues that have traditionally plagued our organizations? This talk is going to make that case and discuss our alternatives.

This talk will take a look at:
-Real examples of the ticket-driven dysfunction that plague most enterprise operations organizations
-How ticket queues lull us into thinking they are free (when in fact they are quite expensive and lead to toxic behavior)
-How ticket queues undermine DevOps and SRE transformations
-The alternatives.: technical and organizational strategies that high-performing operations organizations are using to minimize their dependence on ticket queues for managing their day-to-day work