Enable consistent and prompt responses to failure scenarios by documenting the investigation process in playbooks. Playbooks are the predefined steps to perform to identify an issue. The results from any process step are used to determine the next steps to take until the issue is identified or escalated.

For example, you could define a playbook for network connectivity issues to an application. The initial step might be to determine if the client is able to resolve DNS for the site. The second step might be to determine if the client can reach the host of the site. If the client is able to reach the host, the next step might be to investigate the application web service. If the client is not able to reach the site, the next step might be to determine the path the client takes to the site. Each step should help isolate the source of the issue so that ultimately it can be identified and then addressed.


Playbook development

Playbooks provide adequately skilled team members, who are unfamiliar with the workload, the guidance necessary to gather applicable information, identify potential sources of failure, isolate faults, and determine root cause of issues. Playbooks preserve the institutional knowledge of your organization. They ease the burden on key personnel by sharing their knowledge and enabling more team members to achieve the same outcomes.

Where to start building playbooks

What to include in playbooks

Implement your playbooks in code and trigger their execution

Create and revise playbooks as appropriate