The Problem
Incidents are costly and disruptive
- Incident costs go beyond the direct cost of the outage
- Responders to the incident have to drop what they were doing — causing a loss in productivity and ripple effects that delay important project work.
- Any delay in resolution adds to the incident cost. Each person involved in the response (including escalations) adds to the incident cost.
The Solution
Automate your runbooks with Rundeck
- Use Rundeck to create automated runbooks. Then give the right people in your organization self-service access to the operations procedures they need to get their job done.
- Create standard operating procedures that enable faster resolution of incidents.
- Expand the number of people who can safely respond to incidents.
- Cut down on the number of escalations and interruptions.
- Create self-service that eliminates the need to fill out tickets and wait.
This is Alice. She gets interrupted a lot. Alice's pager, ticket queue, and chat windows regularly prevent her from getting to the important projects that will move her company forward.
Sometimes the interruption is an incident with a production service. Sometimes the interruption is an ad-hoc repetitive request — do a restart, run the health checks, add/remove capacity, create a report, or execute a maintenance request.
Alice realizes that she could gain back lots of time if she could safely enable her colleagues to help themselves.
Alice decides to use Rundeck to create automated runbooks for two of the most frequent procedures used for both incident response and ad-hoc requests — restarts and health checks in production.
Step 1: Automate
Of course, Alice has scripts and tools for most of the things she does.
But, it is difficult to handoff the knowledge required to use and coordinate the tools correctly and consistently.
Using Rundeck, Alice quickly creates workflows that span the different scripts, tools, APIs, and system commands she uses to do the restarts and health checks when called upon.
Step 2: Delegate
Alice now has automated runbooks — repeatable and automated standard operating procedures that she can use to handle interruptions quicker and get back to her other work.
Also, Alice has discovered that Rundeck's great value is in being able to give her colleagues self-service access to those same automated runbooks.
Step 3: Celebrate
Now a broad group of Alice's colleagues can take action without interrupting Alice. Incidents get resolved quicker and with fewer escalations. Provisioning, maintenance, diagnostics become self-service, so fewer tickets get opened.
Alice is happy because she now has time to spend on the work that moves her company — and her career — forward. Alice's managers are happy because more work is getting done, and it's getting done quicker. Everybody wins.
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Runbooks enable Self-Service Operations.
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From minor issues to major outages, incidents are a fact of life in operations.
Life in operations involves being on either the waiting or interruption end of a service requests.
Every enterprise has operational workloads that need to be scheduled to run unattended.
For internal or external customers, the managed service provider model is based on economies of scale and a concentration of expertise.
