| In Digital Operations

| In Product, Response Orchestration

We all know how important the customer service experience is. But getting customer service right is hard because it isn’t always easy to anticipate or

The typical techie will face every challenge with a simple question: “Can I build the solution myself?” And often, the question is valid enough that

When you hear the words incident management, you may think of IT pros managing backend systems. Customer support teams probably don’t come to mind. But

The big advantage of configuration management tools like Chef, Puppet, and Ansible is that they turn your data center into “scripted” infrastructure. Instead of wasting

Guest post. As a freelance developer, inheriting projects is a necessary evil. Almost every project has legacy code that the team is afraid to touch,

In recent years, it feels as if many major brands have suffered major infrastructure failures during one of the busiest holiday shopping days — Black

The point of continuous integration is to automate builds and tests, and bring efficiency and quality to the pipeline. However, things do sometimes go wrong

The threat landscape is expanding at a crazy pace. There are new vulnerabilities released every day, and the amount of servers, applications, and endpoints for

In our always-on, IoT-enabled, cloud-connected, big data age, we face a major paradox: it’s now easier than ever to collect large amounts of data —

About a year ago, some technical difficulties at Citi temporarily shut off a few hundred thousand cards and a swath of ATMs at the same

“Incident lifecycle management? If we manage to stay alive from one incident to the next, it’s a good day. On a bad day, it’s all

Your high school history teacher no doubt delivered to you some variation on George Santayana’s famous remark that, “those who cannot remember the past are