PagerDuty Operational Review
PagerDuty's public operational review documentation that addresses the challenge of quantifying and driving organizational change in digital operations.
| Category | Compliance & Governance |
|---|---|
| Community Stars | 20 |
| Last Commit | 3 years ago |
| Last page update | 19 days ago |
| Pricing Details | Free and open source. |
| Target Audience | Organizations looking to improve their operational review processes. |
The PagerDuty Operational Review framework manages quantifying and driving organizational change in digital operations. This framework is designed to ensure that metrics are gathered and utilized effectively across all organizational levels, from practitioners to executives.
Technically, the framework is built around regular review meetings at different cadences. At the practitioner level, on-call reviews focus on immediate operational issues, involving responders and focusing on metrics such as incident response times, error rates, and service availability. These reviews are conducted frequently, often weekly or bi-weekly, to catch problems before they escalate. At the department or division level, service reviews involve management and aim to identify trends and take corrective actions, typically on a monthly basis. Finally, business reviews at the executive level are part of quarterly business reviews, aligning technical teams with leadership to highlight necessary investments and initiatives.
Operationally, the framework emphasizes the importance of clear meeting ownership, defined scopes, and specific metrics. It also outlines steps for conducting reviews, taking action, and documenting considerations. The documentation is hosted on GitHub and uses MkDocs for static site generation, allowing for easy maintenance and updates. The use of GitHub Actions for CI/CD ensures that the documentation remains up-to-date and consistent.
Key operational considerations include ensuring that all levels of the organization are aligned and that metrics are actionable. The framework also highlights the need for transparency, autonomy, and accountability, which are crucial for driving meaningful organizational change. However, implementing this framework can be resource-intensive, particularly in large organizations, and may require significant cultural and procedural adjustments to be effective. Additionally, the frequency and scope of reviews need to be carefully managed to avoid overwhelming teams with too much data or too many meetings.