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Tickets Make Operations Unnecessarily Miserable

In search of improvement, we have repeatedly bet on new tools to improve our work. We’ve cycled through new platforms (e.g., Virtualization, Cloud, Docker, Kubernetes) and new automation (e.g., Puppet, Chef, Ansible). While each comes with its own merits, has the stress and overload on operations fundamentally changed? Enterprises have also spent the past two decades liberally applying Management frameworks like ITIL and COBIT. Would an average operations engineer say things have gotten better or worse? In the midst of all of this, there is conventional wisdom that rarely gets questioned.

Read the blog post over at RUNDECK here.
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