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Area's systems have a problem, PDSM, Support Teams, CHG Ownership,…

- - - - Ticket IS created
      - Ticket HTTP-REQ fails
    - - Signal to noise - Major Misses
      - Server Resource Contention - Potential to hurt servers
    - - BRIDGE CALL BAAAABBBYYYYY!!!!
      - Expensive, but proven results for unaware teams. This is becoming the de-facto expen$ivo. Band-Aids by Rolex
    - - Creates PDSM tickets from auto-alerts for complex issues(OVO)
        
        Properly Triaged
        
        L2(Fass/etc) engages
        
        Unrealized for a long time
        
        Improperly Triaged
      - Able to close simple issues
        
        Automation Targets
  - - - ITCC MGD
        
        Possible to quickly overwhelm ITCC
        
        ITCC - May start a "guided" bridge call
        (Only acceptable type of a bridge call)
        
        Requires good awareness docs
      - INCL TIMELINES (POST MORTEM)
      - INCLUDE "EVENTS"
- - - - Leadership Escalates directly to Tracci
      - Direct to Directors (Jim, Bryan, Erin, etc.)
- - - - L2 is engaged
        
        No runbook or existing runbook inadequate to retore business effectively enough - Recorded INC/PRB to review with L2/L3
        
        L3/SRE is tasked with improving the steps needed to resolve the issue fully (planned sprint work)
        
        There is a runbook (steps to resolve)
        
        Runbooks are regularly reviewed re-ran(CE)
      - Nobody Engaged (Unplanned Outages, Missed Alerts)
        
        Unplanned Outage Root Caused - Alerting/Response Plans flagged for improvement by L3/SRE
      - Wrong Team Engaged / No Scope of Impact (All Parties Effected)
        
        Slow Response Root Caused - Alerting/Response Plans flagged for improvement by L3/SRE
    - - Automation Executes Successfully
      - Automation Fails
        
        Alert to Appropriate Team/Users
        
        Timed Logging Begins (MTTR IMPACT) while Triaging occurs
        
        Steps to improve Automation recorded to provide a "Temporary Resolution" through support improvement and runbooks.
        
        SRE/DSO (L2 to L3) to review "automation"
        
        L3/SRE is tasked with creating the automation changes needed to resolve the issue fully
        
        Any failures in Automation are created as Platform Engineering tasks (features for SRE)
      - Automation Requires User Input [Human Approval]
      - SUCCESSFUL AUTOMATION - UNFORESEEN COST/OUTCOME
- - - - Action-Based Deployments - CF-PUSH (BOSH:CF-Engine)
    - - Action-Based Deployments - CF-PUSH (BOSH:CF-Engine)