Intelligent Service Design

In the fourth post of the EI Architecture series on Intelligent Alert Grouping, PagerDuty's Chris Bonnell discusses how service design can enhance the experience with Intelligent Alert Grouping and the PagerDuty app. The post emphasizes the importance of having a clear and actionable service definition, which should be specific enough for understanding but broad enough for organizational applicability, highlighting that services should be fully owned by a team responsible for incident response. It distinguishes between technical services, which are used for alert grouping, and business services, which are aggregates of technical services based on business logic. The balance between service granularity and ownership is explored, suggesting that services should be defined based on functionality and escalation paths. The post advises reviewing existing projects to ensure correct service grouping for effective incident management and hints at best practices available in the Full Service Ownership Ops Guide for service naming and ownership.