This webinar will discuss how collaboration and communication, also known as CollabOps, enhances modern incident response for internal teams and constituents.

1. How Collaboration and
Communication Tie Your
Tech Stack Together

2. Agenda
1. A look back
2. Brief overview of the tech stack
3. Why you need a Digital HQ
4. Slack overview
5. Q&A with our customer: New York Public Radio
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3. + +
A look back to move forward
Our first modern incident response process webinar covered:
● How monitoring, responding to, and resolving incidents has evolved
● How to confront chaos, reduce noise, and maximize the effectiveness of your tech stack
● Why clear objectives, cohesive workflows and team culture are key points for excellence
What’s next? How can your teams actually communicate and
collaborate to tie your tech stack together and get the work
done?

4. Does this sound familiar?
Problem
detected
Email on-call
engineer
Engineer
investigates, DM
other engineer
Investigate more,
but can’t find root
cause
Video call to pull in
infra team + forward
email & chats
Finally pull
together right team
in call
New responders
asking for context
before
troubleshooting
Forward more
emails, repeat
current findings &
analysis
New leader joins,
ask for summary &
recommendation
Time
+ +

5. Responder
Actions
Reach Operational Maturity with New Relic+PagerDuty+Slack
We work where you work …. at home, in the office, and on the go!
Detect Triage Collaborate Resolve
Events
Stakeholders Response
Teams
Support
Major
Incident
Incident
Mobilization
Incident
Visibility
Incident
Data
Real
Time
Streamline
For
Optimization
PagerDuty Incident
Management
Incident Contributors
Faster
MTTA &
MTTR
Cost
Savings
Happy
Response
Teams
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6. © 2022 New Relic, Inc. All rights reserved
APM
Infrastructure
Monitoring
Kubernetes
w/ Pixie
Log
Management
Mobile
Monitoring
Synthetics
Network
Performance
Monitoring
ML Model
Performance
Monitoring
Developer Tools & Collaboration: CodeStream, Erros Inbox, CI/CD
Unified Visibility: Explorer, Navigator, Automap
AIOps: Predictive Anomaly Detection - Lookout, Alert Noise Reduction, Root Cause Analysis
New Relic - All in one secure cloud
Open Ingest APIs | Infinite Cardinality | Custom Apps
Any Telemetry Source 400+ I/O Quickstarts Two-way DevOps Integrations
DevOps
Web Infrastructure
Back-End Mobile
Full-Stack Network Security Cloud
ML, Data
Science
SRE
Developer Tools & Collaboration w/ New Relic CodeStream
Browser
Monitoring
Errors Tracking & Monitoring
Need visibility? We’ve got you covered. + +

7. © 2022 New Relic, Inc. All rights reserved
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Seamlessly Integrated Collaboration Examples

8. © 2022 New Relic, Inc. All rights reserved
How Modern Organizations Thrive
Deliver an exceptional digital
experience that drives engagement,
conversion and affinity.
Empower engineering teams with
data to support faster feature
delivery and more experimentation
to drive competitive advantages.
Build for scale to realize the power
of platforms, benefits of cloud, and
optimize resource consumption.
Proactively identify and resolve
issues before visitors, volunteers,
or donors are adversely impacted.
Uptime, performance
& reliability
Operational
efficiency
Customer
experience
Innovation
& growth
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9. Slack is your Digital HQ
Connect your teams, tools, partners and donors in
a digital place that’s fast, flexible and inclusive for
a work-from-anywhere world.
Why Slack
Break down
silos
Embrace
flexibility
Automate
work

10. Break down communication and collaboration silos
Strengthen collaboration in a digital-first world
Transform how teams work together
with channels
Slack channels are a way of organizing conversations for
every topic, project and initiative, making day-to-day
collaboration across your organization simpler, more
pleasant and more productive.
Extend collaboration beyond your
organization
With Slack Connect, you can move out of email silos,
and bring partners, vendors and donors into your
conversations securely.
2/3
of connections in
Slack are between
people on different
teams
Break down silos Flexibility at work Automate work
Source: Slack, “Future of work” study

11. Embrace flexibility so employees can do their best work
Empower employees to succeed from anywhere
Create flexible ways to connect with
employees, customers and partners
Slack Huddles gives teams a digital-first way to
brainstorm, solve time-sensitive issues, and chime in
on projects without scheduling meetings, so work
keeps flowing uninterrupted.
Work faster with async collaboration
With Slack clips, teams can create short audio, video
and screen recordings to provide an update, showcase
work, walk through a product demo, or give
step-by-step instructions.
90%
report improved
ability to work
remotely using
Slack
Break down silos Flexibility at work Automate work
Source: Slack, “Future of work” study
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12. Bring the power of automation to everyone
Empower everyone to automate tasks
Automate tasks for everyone across the
organization
Realize the productivity gains you’re missing by making
it easy for teams to compose reusable no-code
workflows—right where they’re already working in
channels.
Drive your mission forward
Help teams focus on outcomes by giving everyone the
ability to build no-code solutions for their specific
needs without context switching between tools.
80%
of workflows built in
Slack are created by
non-developers
Break down silos Flexibility at work Automate work
Source: Slack internal data, sample size is 400,000 users.
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13. Alert and respond
in real-time
faster time to
detect incidents
17%
Resolve
issues quickly
reduced mean
time to resolve
incidents
19%
Streamline
incident reviews
agree Slack
makes it easier to
share learnings
86%

14. 3 simple tricks to get started
Integrate monitoring
tools for real-time
alerts
Use #incident-channels
to supplement video
war room or Huddle
Get out of Direct
Messages (DM) and
use Threads
#inc-5047
2 1
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15. Alert & respond in real-time
15
Monitoring alert in
#all-alerts channel
Responders quickly discuss
in Thread or Huddle to triage
Declare major incident with
slash command
#inc-2774-mobile spun up automatically
On-call responders invited & pinged
Notification sent to #all-incidents
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16. Resolve issues quickly
New joiners enter without
interruption
Scroll up for immediate context
and begin helping
Key decisions, findings, and
questions posted to channel
Thread Thread Thread
Share status with business
stakeholders and executives
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17. Streamline incident reviews
Learnings & insights marked
with emoji
Each message is collected in
#incident-review-insights
Each insight has own Thread,
discussion, actions assigned
During post-mortem, see exactly
what happened, when, and who
was involved
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18. NYPR Customer
Kate Edmundson
Senior Manager, Platform Engineering at New York Public Radio
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19. Digital Ops Toolkit -
Resources

20. © 2022 New Relic, Inc. All rights reserved
New Relic & Integration Related Resources
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Join New Relic for Nonprofits:
● Observability for Good - get going with the power of the New Relic platform for free!
Learn about & apply:
● How to integrate New Relic & PagerDuty & PagerDuty Instant Observability Integration & more info
● How to integrate New Relic & Slack & Slack Notifications Instant Observability Integration & more info
● Incident Response best practices
● Incident Commander training best practices
● Alert Quality Management best practices
● An Introduction to the New Relic Platform - a self paced Overview training course
● How to respond faster and reduce alert fatigue with advanced intelligence & anomaly detection
You can always reach out to Hollie and Matt, we're happy to help!
● hgruber@newrelic.com
● mschuttloffel@newrelic.com

21. Thank you