- Betsy (Adrienne Elizabeth) Beyer
- John Tobin
- Liz Fong-Jones
Reducing interrupts using the methodology taken from Bigtable SRE: Relieving technical debt through short projects.
This article begins by describing the landscape of work faced by Site Reliability Engineering (SRE) teams at Google: the types of work we undertake, the logistics of how SRE teams are organized across sites, and the inevitable toil we incur. Within this discussion, we focus on interrupts: how teams initially approached tickets, and why and how we implemented a better strategy. After providing a case study of how the ticket funnel was one such successful initiative, we offer practical advice about mapping what we learned to other organizations.