Blockchain Applied ✔ : Decentralized Service Level Management

we're going to see a practical example with our company which is called Stactical which is a Decentralized Service Level Management platform Are you guys familiar with service level management and SLAs? so just as a quick introduction SLA is basically business agreement that will define a baseline level of quality you can expect from your providers and also ways to settle disputes whatever something bad happens like a downtime So we are going to see how Stacktical is changing Service Level Agreements and Service Level Management practices using the blockchain and Decentralization So, we met each other already so don't need to spend time on this So Downtime is what we are going to talk position we talked about that time and time gravity she designates what customer expecting service working and sometimes our three familiar relatable problems we experience them at home I'd love this one by unions built also while using products for utility tools so it's really something that is I'd say as old as the internet itself and that comes with the fact that more and more we are using cloud software's instead of software's installed on our computers now time is really a concern that moved from IT to pretty much everybody and that's kind of the problem customers and providers are misaligned expectations as a user you want your online service to work all the time you know if there's a lockdown time you're angry you get to Twitter renting complaining overflowing support teams and address so all in all you're not very happy in you're really frustrated about our taps but at the same time for providers one of them not a sustainable objective it's really hard to achieve near impossible actually and extremely costly so that's why most service level service providers are targeting things like 999 percent uptime which is something that you might have seen on posting platforms or any kind of tools or my belief is because whatever percent is way too expensive to achieve so the solution and all really all these DevOps feelings about pretty much closing the gap between customer expectations and actual operation and infrastructure requirements emotes close the gap between customers and DevOps and developers and operation teams and to closes the app we are using three things first such reliability and generally which is kind of an evolution of DevOps it's a combination of tools and practices that making our services we're using FS and customer sports because you need to be there for a consumer when the platform is down and we are using business agreements and service level agreements business the winners could be things like IT outsourcing contracts for example if you're working the option development team can use the women to ensure that the work and these are really the feeling that we are using right now to close the gap between customers and providers sre which is pretty much something happening with the peoples of the centralized corporation is real combination of practices and of tools as a liability please what they call the mean time between failures so you want to space failures because the service that doesn't fail often is you want also to improve the mean time to return meaning that if a service goes down you want to make it back up as soon as possible so that's what antigua as metric is representing want to make sure that you are always challenging and questioning your traditional design and making sure that what we technology watch by for example reading the locksmiths and making sure that you know the latest and greatest regarding scalability things like tau for example blockchain this is character the things that you want to monitor on the market in order to make design choices and you want to obviously leverage by unlimited computing resources this is exactly like our computing what they call edge computing which is computing across all the devices that computers things like Internet of Things how about I know running a media server at your home are using your washing machine connected to your friends a new refrigerator for example this will be possible using edge computing and you could also use technologies like auto scaling and serverless technologies but you're standing is the fact that you need a growing or shrinking capacity or your servers in order to adapt to the number of people that are trying to use your service so PWS for example lets you configure stuff called what was it to scale in groups that will grow and shrink according to the level of usage on your service things like how many users per second are using my API how many people are watching my homepage right now these are some of the challenges addressed by auto scaling the customer supports as I told you elders you are things like incident ticketing incident staff stages consequence people will be surprised people still like to call them something is down so you are you need to have a team that is able to receive this goal and this even drives a lot of expensive expenditures and you have social media management because obviously as I told you people will rants on Twitter and you need a good community manager to count things out and make sure that will hurt and reassure them that everything will be okay this is just a software and then you have service level agreements as I told you as an introduction they define how will I go so they should be and we define ways to settle disputes when the grid service levels are not max which is really important because if there's a downtime if you are company you're building money if you are a user at home you're losing time you're losing entertainment opportunities if you're an employee working using for example slack or asana on 0 0 & 2 you're very work you can't work anymore and these are the costs and this cost needs needs to be somehow covered by something and this something is the service of Allah business to business agreements that will compensate you in case something bad happens so there seems to be quite a lot of things in order to dress down times and service levels so why is that I'm still incredibly challenging what happen when a little bottom customers in volatile Bibles discuss about the reliability of your system how can we make them agree on the reliability they should expect from their system and how can we make the longtime experience more bearable well respectable spectacle was acting all apps companies provision and deploy decentralized XML so basically SLA but on the block and this easily especially because they are not you based they are able to reward employees for that time but also compensates customer for dark times so on one hand reward employees sre and DevOps support employees over time and the other end the compensate customers for down times you're being the devil's with that but you still need to create the right amount of incentives and the right baseline in order for the devil's to do what kind of matrix you should meet for the poor when ships when you suffer what happens today is that many devils are nerds sorry you are not using what they call service level objectives these are the objectives that you need to meet in order to make sure that your software is reliable and is meeting what is described in the service level agreements so as levels rotates but you can be now rewarded for meeting specific service level objectives that's tactical will let you generate as well so think of it as a positive way to drive the reliability of our services using specific quantified objectives things like I should be able to deploy my application in production if I am NOT able to handle 1 million users per second if you make a modification and you only reach 700,000 for example you don't meet your SLO and you don't get the reward but if you meet this objective you get the reward and you make sure that what you ship to production is actually meeting the expectation that you set for your customers using the service level agreements because customer with tactical in knows that can expect 1 million users per second on this specific platform so he ties all things together ultimately increase a circular economy around that time and dr

but we will talk about that into science so decentralized the tactical platform is powered by which is really a token that is designed to build the second platform and to create this economic incentives at the right time for either improvement all compensating users when system thing and here's how it works in the systems engine starts where so as I told you the provider will start by defining service level objectives these are the objectives that the DevOps team and the support team are supposed to follow okay once you up your service level objectives set the idea is to form the compensation pool by staking the SM the idea behind staking is just to escrow a certain amount of money for that money to be used in the system to do something specific in our case it's either rewarding employees or compensating users so as a employee you define your service level objectives you stick the SLA token and you form a compensation yeah it's reasonable that it stays on the size the number of people are willing to accept in your composition program and number of people who are willing to reward annuity so this is something that as a provider you will be able to define describe in the form that will help you generate the service level agreement and the compensation because this compensation is attached by the service level agreement that is deployed on the blockchain and what happens when the service level agreement the compensation pool are touching the bonnet or services and depending on what happiness on earth services be either with what support team nothing happens and teams are able to maintain good service levels or with enforced service level agreements and we compensate users when there is a downtime where the winters in kind of service level violations happen so this value level violations can be downtime so to speak but also things like like a support team telling you thirty-eight hours but 72 hours later you did not get in cannaboids supports supports in the company whatever support means and customer support means for your company it's me you can see that as a user when you get compensated in DSL a token you will have the ability to draw them to your wallet in two sentences yes between service provider and a subdivision because if you pay for you are sorry that's a good question the main use case is but indeed we will be able to stick TSLA as users as well in order to grow the compensation food differently and you would be able to team up with different company in order to have an even bigger organization and structure relationship across different kind of state boards because if you look at our service today is not a one-to-one relationship the service is using different technology partners and services that could also benefit from the system so the idea is to involve everybody so that the compensation pool is big enough in order to cover all kind of performance becomes real impacts and this involves users and other partners than just the provider regarding the compensation but this is something that we will have obviously – we will fight you and we'll measure the market response and what happens during our pilot program which is starting generally it will be obviously some slight changes in the way the circular economy works but the important part is really 12 the basis for realigning the interest of users and commissions a collection of smart contracts each responsible for one specific and most modern complex platform will use several languages just like today there bubs who are using cell phone services for micro services your entire user experience to fall in order to empower the platform are using many different spark extractor are using front end times as well because if you go to start acting overcome today you've already had the ability to define new service objectives using which is we also have small projects over there voltage you need to contract you and Oracle's actually to detect outages use my studies down for once responsibilities and you need also a smart contract to a description of the compensation food all the description of the service level agreements and you know they could speaker the compensation but you can do everything in one smart contracts if you want it's just that it's not a scalable way to well if you is one of the one of the key advantages in using separated smart to do this type of stuff is that if you think about what Judy said about a breathable smart contracts if you separate your concerns there's something responsible one of the ratings you wouldn't have to trash your entire squad with them you'll be able to just complete the specific Sparkle Jack responsible the approach that is making to the needs of the devil micro-services and how I separate concerns and improve the mental ability of serviceability by separating concerns and ends so apart from withdrawing DSL a token to your wallet and go training your staff you can also choose to exchange what yesterday token for service collectibles or service time on this tactical marketplace the gamers will cover that routes or getting good boxes in exchange what yesterday that's kind of the idea we want to give users who are waiting to exchange their TSLA for further access to the service so if the or for example Spotify is down for a day and you are not able to use 4,500 for this day you would get DSL in total that you could exchange for or to spend this service time in order to access your movie as a compensation and you can see that whenever you spend something in this tactical market the DSL it took them that use they go back to the compensation pool and they become ready to handle the next failure and that's why it's a circular economy because it relies on recycling just that in that case we are recycling yesterday so last time and productivity into additional service composition remember what I said about motor skill the preposition you will be able to scale so if it needs additional targets you have the opportunity to between targets the important thing to understand is that when you build such a system what happens is that you get happy and customers and happy customers stay longer Burson there's a higher customer retention rate for your system and as a business you're making more profits because you have been able to shoot the most of all care – and interests yes we can expect a call or again that's a good question you can use the DSM interview on sex work for several different things that says different plants for example and not specific features things like scalability predictions as a reminder you will be able to exchange your DSL or several features on the statical platform but also to use what you've got what you got as a reward in order to form new composition or to strengthen existing composition for example as a provider I wanna launch the permit experiments or of concept something like that I could use my rewards as way before and use small compensation pool with my data users and try to measure their reaction in that system with this kind of customer supports so really as a provide that you would really born because a provider an employee your support team member is useless as well so we'll be able to review warrants which is talking the idea with trains between the top and whatever cryptocurrency aetherium is that leads well this field and this is what this is what life is about when you accept in film in exchange or DSL you basically give DSL the value of the world within yourself so that's the initial rate of the DSL token after that the GSM I talk immediately still on exchanges and before we start trading it and this is when yes so how it's automatically verified in the project transition to that slide yeah let me get back no the competition pool is just an escrow is not centralized it's free on the blockchain and everything that's on the blockchain to centralize there is directly between the two but it's a product kind of thing meaning that the user experience that we build on static or calm will really provider and users together for many different things things like you as a user your ability before signing up to a provider your ability to check to decentralize service level agreement and see that this provider is giving you a time guarantees for example this is something that involved a user that wasn't involved in the user before so what I mean so in that sense benefits from the transparency and all the properties of the blockchain and these properties we like internally to use a term we see that they are Fiats properties actually because there is fairness inclusiveness accountability trust and transparency as benefits you can generally get from the blockchain and from there when you get this framework of yet you are able to see you for your platform service what the blocking plan brings to the table so you know please furnace because you don't need to claim compensation helping happens automatically as a user you get instantly compensated whenever service goes down based on the terms of the XLE so it happens SLA is even driven and it doesn't require micro submission of proofs basically because you have to know that most of the time if you want to get compensated for the time time of a service you need to be the one to connect the proofs and to submit the proofs to your provider inclusion s because SMA were typically reserved to to business people to professionals and this is the opportunity to give anybody access to imagine being compensated for the downtime faith knowing that Facebook is monetizing your personal information so that there's money behind the fact that you use or don't use Facebook wouldn't it be fair if you were compensated for me yes well obtained where it is the strong competitive advantage as a user if you're looking for example for cloud hosting you will look for the most reliable cloud hosting among others and the system is something that will help you confirm the reliability of a provider and make a purchasing decision based on that display reliability that's one example but the biggest benefit for provider of using this system is that since its self executing automated it is hyper efficient you receive less tickets to the customer support to do l desk because users are compensated automatically before that they used to submit compensation claims to your customer support team so there's a good chunk of the chicken that generally happens during downturns that you wouldn't get with that system beyond that customer retention will be increased because by providing compensation is measured that customers tend to stay longer with the service and generates a higher lifetime value so this is more profits as well and also you don't need to go through legal intermediaries when you're using that system if there's a dispute regarding a down time there's a lot of legal paperwork involved a lot of lag of fees and this dispute can go so far that these drives two teams into labor disputes for days weeks or many more this is a system that will ultimately settle disputes automatically without involving lawyers so at the end of the day it's a lot of economy and savings for you for the providers and it's not just about creating value did your right for consumers it's about creating value for everybody in aligning the interests of everybody this is what the blockchain game is really about and for providers as well accountability is important because when I say this goes down because you are on duty with third party technology that is down from some lesson your ecommerce platform and your payment technology is down in your partner is not able to restore service of its payment technology you are the warmth that people are shoot charting out on Twitter actually because they believe that you are on the responsible without them being able to transparently food moves responsible for what downtown when the Dalton happens is a great way to advocate the frustration associated with Arthur because you know exactly who is responsible for and the trust that you are putting and the physical protein your provider is really different we affected you know that is not responsible for that paper if you know that there's something admin into street like someone killed a cable or whatever happened to accountability is due to the fact that everything is recorded and you can delete anything on the blockchain if you are able to be caught on the blockchain that the service is the combination of three services for the poor the service number three is down you cannot blame service the problem and this is really important in the way we are going to structure the relationship between customers and providers in terms of trusts go to understand that today providers are the one monitoring their services the other one telling you is down on earth so if you go to see provider because you've experienced sometimes the provider is perfect able to tell me that it happened recently on a pretty much the incident with AWS because a WX though they are customers that ok I'm not responsible for anything this is another SME that is managing this part of the business move the organization for you so that's definitely a trust issue because one needs me and what we wanted to is enable nonpartisan meaning that people that have no interest in being with the system become the watcher of the availability platforms online and that is down so much that option and will be a way to mitigate transmission let's not least chef Alex remember this was all about lightening the expectations providers and customers because of transparency the system is way to share the technical details of the reliability of your system as a consumer if I'm able to see what's behind the scene in in simple words that everybody can understand I can set my expectations accordingly you know I can set an expectation the real characteristics of their service that's very important so do not expect the service to be online 100% of the time if the providers is telling you that he's working with 999 objectives as a target because 999 is actually a couple days of downtime for provider and the provider needs this type of days in order to roll out features in order to do infrastructure maintenance in order to basically also have room for errors 70% of the time the Soviet goes down because of a developer hammer configuration Jews good question any kind of service can use tactical and we almost be targeting cloud software really all the services you do about all the online games you know vaults all the online banks you know mouths all the services that basically have scalability issues because they need to serve many people or they need to do many transaction with a lot of value behind those transactions tickets for online days for live upon all these services these are the companies that we want to help our sensible and after that obviously Universal world spectacle as musically as consumers and he's able to escalate issues Samet this is what you're talking about the division you should come work with us this is this is this is the reason being sacked for being that the more network partners we are able to board the stronger the compensation shields schemes can become a better experience for the end user but that doesn't mean that even if it's DCP sports as a as a provider you are not going to put the investment in order to compensate customers to see and this is a good way to make them stage so meaning is tactical still relevant in full fully decentralized we only deal with sometimes we deal with application failures and each and every business will have its own definition of what kind of failure is impact or it could be requests per second that needs to be at a certain baseline and even though the API isn't down if you get 2,000 transactions per second instead of the advertised 4,000 this is a service of evaluation and you will need to get compensated even if in the blockchain world firing through codes this kind of situation and other kind of failures will happen blockchain is not a great to avoid 100 personal pages it's great for availability but not more failures beyond that you have to understand that also customer support will not disappear with the blockchain so even if the service is never down customer support needs to be because customer support is also a system with its own SLA and its own objective if you think about the 48 hours to answer tickets this is necessary and this will grow as well so the ability to compensate the shortcomings of support teams is another duties do space for the Saturday platform it's not just about availability of systems in a sense of IT systems it's also the availability of systems in the sense of human systems but we will talk a bit more about that because we have big plans to address the scalability yes final show this surveillance this is tactical the ability to define your service level objectives is actually a combination of two things first is a series of blood tests that ramp up against your service that's how tactical defines your service level objectives and then the results of these load tests are analyzed using predictive technologies and AI in order to automatically generate so because these tactical as nanjing for defining SLO and deploying SLA and if we want to be like 100% accurate service level agreements are parts of the DevOps principle altogether so this is a project that is that was by nature because SLM a service level management platform it's fundamentally DevOps even though I don't understand your question it is using economic incentives in order to drive their most actions to the right direction that that data should get the ability really to define your service level objective Moonglow testing and scalability prediction as well as generating your SLA these are the kind of tools devops people builds every and when we talk about site reliability engineering it's because our main user of the stats for platform is the essary it's the site reliability engineer that want to create the incentive for itself meets its his reliability objectives and make sure that everything happens automatically in terms of compensation in the production environment technology provided to define exactly exactly are you ready – you mean ourselves hopefully that's an excellent question and the network correctly yes that's the plan that's the plan I mean we even want teeth at some points we have some kind of you know net freaks the other what they call a chaos monkey which is the guided unplugs things in their systems and the benefits and renewals are trains for the system to keep working even though there's this disgraced monkey in the back ideally we would use something like that maybe planned downtime force tactical you know just demonstrates how the system works with us but obviously we cannot provide something like that and not you know now own company using it so that's definitely the plan yeah and just to finish with some numbers in order to sizes you decide the opportunity so that's what that's why I was saying the sex police issued a box product this far which is IT Service Management and all their ups to are part of this industry the total addressable market for the ITSM market is 17 45 billion that's a significant enough number to be considered the specifically what we're talking about here so the performance and customer management SLO definition in the conversation is approximately nine million dollars an objective is to secure just a small chunk of this available market to a 300 million already within five to seven years that is our business objectives for more information you can go to stacks for Moscow you can play with the platform and define your SLO and run scalability prediction it's pretty straight forward even though it's it's a DevOps – so bit of understanding of what you're doing but don't go try to take Google down or do things like that because you are going to get us into trouble but should we have a look at the spectacle platform to see you know more information and how things work attentively and as I said to some of you earlier today the token sale starts soon the pre-sales all starts in October the first actually if you want to discuss routine daily hi the rest of the team and the tactical community you can find us on telegram which is kind of the default social network for a quick two companies and I think that's it

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