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When a critical outage occurs, DevOps teams automatically know to contact the relevant programmers or ITOps or SecOps teams for help in resolving the problem and managing the incident. But what about everybody else? Don’t they matter, too? What about the marketing and sales and executive teams? Don’t they deserve to know?
The goal of this blog is to:
DevOps philosophy holds that:
To this end, there should be a process in place to inform the various stakeholders when an important incident occurs which impacts business continuity. Ideally, teams will have a predefined message that will be sent to the necessary teams so that they all learn about the message at the same time. Messages should also be customized according to the level of knowledge each group needs to have to manage the incident.
Teams to alert during a critical incident as part of improved stakeholder management:
How you alert individuals to important technical outages is as important as who you alert. In the previous section we discussed who to alert. In this section, we will discuss how to alert the necessary individuals in your group. Ideally, you need to have a way of alerting individuals that is persistent, gets the important information across and escalates if a given individual is not available.
Teams need an IT alerting tool that provides persistent and consistent alerting. Ideally, the alerting platform will have the following characteristics:
Best practices for stakeholder management require teams to think about incident management long before the critical incident occurs. This thinking begins with a plan and answers the questions of who needs to be alerted and how should they be alerted.
Furthermore, best practices take into account:
You need to make sure you include these components in your plan.
Stakeholder management enables teams to not only think about problems before they happen but also to ensure that during an incident, necessary individuals are apprised of critical incidents. By enabling this critical workflow to occur, teams are able to better understand not only various groups in the company work but also experience a sense of camaraderie and cohesion.
Interested to learn more DevOps stakeholder best practices? Download our whitepaper Stakeholder Management for IT Teams