EBSCO + Atlassian

EBSCO Delivers Always-On Services Through Agile Incident Management


EBSCO logo
Industry

Information Services

Locations

Ipswich, MA

Number of Users

610

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Founded in 1944, EBSCO Information Services is one of the largest family-owned companies in the United States. They quickly became a pioneer in the library services industry, providing premium content through databases, e-books, journals, and magazines to researchers around the world.

Adopting an Agile Culture

As EBSCO’s business grew, so did the demands of their international customer base who expected to have access to their content and services 24/7 and 365 days a year.

“The challenge here is you have US based engineering teams focused on US business hours, but how do you certify availability around world?” asks Dipankar Biswas, Agile Director of Engineering at EBSCO.

To meet the increasing demands of their customers, EBSCO had been moving to an agile development model. This transition was critical in their ability to innovate and ship new products and services quickly.

At the same time, the dev and operations teams were lost in a sea of alerts. Each team had their own monitoring tools in place, and silos of data were developing. It became impossible to route these alerts or collaborate effectively.

“Teams were really struggling because the noise was tremendously high, not allowing teams to focus on the right alerts in a timely way. You have too many alerts coming in, and teams do not know how to respond.”

One thing that stood out about Opsgenie was the culture of collaboration. The level of support from the organization was tremendous both from a strategy viewpoint as well as a tactical viewpoint. 

Consolidating the Noise

Dipankar began looking for an incident management platform that could consolidate alerts from his teams’ monitoring tools and help them plan for service disruptions by routing alerts to the right person at the right time.

“All the tier 1, tier 2 team members treat is as a must have. Engineers are no more tied to their laptops, and that greatly helped with reaching the people in a timely way.”

"Opsgenie provides a source of truth for our stakeholders."

Dipankar Biswas,

Agile Director of Engineering

Beyond the core tactical benefits of Opsgenie, EBSCO was also looking for a true partner to help them transform their business and ensure growth into the future. 

“One thing that stood out about Opsgenie was the culture of collaboration. The level of support from the organization was tremendous both from a strategy viewpoint as well as a tactical viewpoint. Opsgenie was a great catalyst that played a big role in terms of bringing the teams closer.” 

A Single Source of Truth for EBSCO Stakeholders

Today the EBSCO team is in control. Engineers have detailed incident management plans in place so when an incident does occur, they respond quickly and efficiently. This proactive approach allows them to resolve issues faster and focus on providing a better experience for their customers globally. 

"Opsgenie provides a source of truth for our stakeholders. We do not need intermediate teams to be call forwarders, we can create all of the logic within the tool. We are able to get to the right people in the shortest amount of time.”

Start your free 14-day trial of Opsgenie today

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Looker trusts Opsgenie to help deliver their service to 200,000 users every day.

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The pain of inactionable alerts and too many notifications highlighted the need for a tool that could consolidate the information, make it meaningful, and enable incident response.