Building Resilient Systems with Jeli’s New Socio-Technical Learning Center

Published on
December 13, 2022
Author
Michael Donlin
Michael Donlin
Engineering Manager
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Learning from incidents is crucial for your company to deliver on commitments, keep your teams connected and productive and get an edge over your competitors. Our customers are already doing this, using Jeli to analyze their incidents and generate valuable insights about what makes their organization successful and where to improve. Starting today, Jeli will now make connections across your opportunities, surfacing data automatically to help you make better decisions.

Where are your knowledge silos, who is at risk of burnout, and which services need your attention before an incident occurs? We are excited to answer these questions for you and announce our new Socio-Technical Learning Center!

Resilience is a verb1

Resilience isn't something you have, it's something you do. No matter how sophisticated or automated your software systems get, your technology can only handle the problems it was designed to handle. Resilience - the ability to maintain success in the face of both expected and unexpected situations - comes from people. Learning Center helps you better understand the human aspects of your system so you can support people and foster resilience.

Actionable insight, out of the box

"We are becoming aware that the major questions regarding technology are not technical but human questions" - Peter Drucker2

Learning Center provides insight to help you support your colleagues, know where to direct attention, and proactively address issues before things go wrong. We provide answers to questions like:

  • Which on-call engineers are overburdened and at risk of burnout? What services are at risk because of this?
  • Which areas have had increased turnover, leaving critical systems unsupported?
  • Where are knowledge silos and single points of failure for support?
  • Which services don't have on-call support?
  • Who is frequently called into incidents while not on-call?
  • If an engineer leaves the organization, which services were they supporting and how may this impact staffing decisions?

Jeli ingests and correlates data from sources such as Slack, Jira, Zoom and HR systems to equip you with these data automatically.

Visualizing data in the Learning Center

Filtering Data

All visualizations in the Learning Center can be filtered by technology, service and time frame.

Explore Distribution

What is the distribution of incidents by day and time? Which services have incidents occurring outside of work hours?

Explore People Data

Who is most frequently involved in incidents? For which services? Are they responding during the day or after hours? Are they being pulled in for support while not on-call? What is the distribution of tenure for a particular service?

Individual Insights

Which services do your engineers support? What on-call pressures are they under and what is the work-life balance for support?

Get started with Learning Center

If you're already a Jeli customer, you can start gaining insight and improving your organization with Learning Center today. If you're excited to begin learning from incidents, sign up for a free 14-day trial!

References
  1. DD Woods, "Resilience is a verb." Domains of Resilience for Complex Interconnected Systems (2018)
  2. Peter Drucker, "Technology, management and society." (1970)

Promote positive change in your organization. And the industry.