Building a Culture of Reliability
summary
PagerDuty describes concrete steps that make reliability measurable and actionable: pick customer-facing metrics (they use incidents resolved per hour for a subscription model), predict normal load with simple smoothing, and treat outages as lost revenue. Culture changes include putting non‑engineers on call to build empathy, running failure Friday chaos sessions, automating tests with Kaos cat automation and a reboot‑roulette, and adding an internal liaison role so execs get richer, timely incident context.
AI-written summary · about
chapters (10)
- 0:00Introduction
- 0:40Disclaimers
- 4:38Metrics
- 11:31Finding the right metrics
- 12:13Customers dont care
- 13:04Centralized Operations
- 19:32Summary
- 20:32Tooling and Processes
- 25:27Major Incident Response
- 29:41Internal Liaison
related talks
20mBuilding a Culture of Reliability
27mThe Perverse Incentives of Reliability
26mMission Critical Mindset Building a Culture of Resilience in DevOps Teams
28mCultivating a culture of Psychological Safety in Engineering
18mMeasuring Reliability Culture to Optimize Tradeoffs: Perspectives from an...
15mShit, our Site is Down! Let's build a culture of reliability
22mLeading software teams with context (visibility)
28mTop 5 Things You Can Do To Reduce Operational Load