When we began our journey into modern operations, I was determined to steer clear of traditional approaches (think ITIL, 🤫). Instead, we took inspiration from born-in-the-cloud companies, and what surprised me most was their lack of a HelpDesk tool. They relied on chat tools like Slack for operational tasks such as incident response and change management. This week's 30sec-SRE dives into this – at that time innovative - approach, known as ChatOps.