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Tickets Make Operations Work Unnecessarily Miserable

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

Location: Grand Ballroom C

Date: Wednesday, May 22

Time: 1:30pm - 2:20pm

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

Track/Topic: DevOps, IT Strategy

Format: Conference Session

Vault Recording: TBD

CASE STUDY: Ticket-driven request queues have become the default way of working in operations for a long time and are the cornerstone of most operations management and ITSM strategies. But what if ticket queues are actually the source of much of the dysfunction, bottlenecks, and capacity issues that have traditionally plagued our organizations? This session will examine the dark side of ticket queues, including hidden costs and how they undermine DevOps and SRE transformations. Then we’ll explore alternative strategies high-performing operations organizations use to minimize dependence on tickets queues.

Presentation File

Damon_Edwards__Tickets_Make_Operations_Work_Unnecessarily_Miserable__Interop_2019__Review.pdf