While there is an array of tools to address the technology that enables companies to be more responsive, there isn’t as many to cater to the ‘people’ part of the problem. “With end users in the picture, it becomes an entirely different challenge,” says Vernon. Software is no longer deployed every three months, but numerous times a day. So the question is, “How do we connect our people with the software systems?” VictorOps fills this very void. With a Twitter-like timeline, users can pull out their phones or look at the desktops and stay updated with the company’s infrastructure status within seconds. “VictorOps enables employees to be connected with their infrastructure,” remarks Vernon.
Realizing that it is vital for IT teams to be alerted about the issues that occur, VictorOps takes the incoming information, analyzes critical data, and runs escalation policies. “We also provide the flexibility to reroute the rules to specific team members,” adds Vernon. All these different elements, when combined, results in the union of IT and people. “An IT system is something you live with. VictorOps connects humans to the infrastructure and ensures that they are responsive— subsequently enabling the organization to be more agile and roll-out changes to customers faster.”
For instance, when an incident occurs, VictorOps looks into their database to understand how the customer has configured escalation and routing to find the right person who can handle the incoming issue within the appropriate time frame.
VictorOps enables DevOps organizations to be connected with their infrastructure
“Suppose it is the middle of the night and there is an application layer problem, the VictorOps platform looks at it and understands that, ‘Jim of the application team will resolve this call.’ The software then starts reaching out to Jim through the mechanism he has elected to use—push notifications, SMS, phone calls, and emails—for a set number of times before rotating back to the next person in the line,” explains Vernon. A major differentiator for VictorOps is, once someone responds to the problem, VictorOps provides an environment for the whole team to interact around the problem using a timeline mechanism. Furthermore, Jim can request help from others on the team using “@mentions” similar to Twitter. “Even those who did not receive the push notifications can drop into the problem via the VictorOps timeline, read the whole history of what’s been happening, and help troubleshoot,” comments Vernon. All of this data—chats, graphs, and documentation—can be used for remediation and to resolve similar issues in the future by attaching it to the rules engine. This introduces VictorOps’s Transmogrifier feature—annotation and transformation of alerts to the right people, governed by complex logic.
VictorOps spans the entire incidentlifecycle and not just alerting. “This is what DevOps organizations need to do. It is not just about knowing that you have a problem, but solving it quickly,” states Vernon. The company is currently in the process of replacing a NOC for a large cable operator. With a proven history of releasing innovative products that directly impact the operations of teams, VictorOps is set on continuing to empower people to collaborate and solve problems in real-time and be “Victorious” in “Operations.”