Case Study: Entrust achieves improved team morale and persistent operational knowledge with VictorOps

Entrust Boosts Team Morale with Transmogrifier Annotations

Entrust, a B2B software company based in Salt Lake City, needed a way to stop critical troubleshooting knowledge from living in individual heads and to make documentation for recurring issues readily accessible. To solve onboarding gaps and the frustration of re-discovering past fixes, they turned to VictorOps and its Transmogrifier annotations and runbooks.

VictorOps implemented Transmogrifier annotations and persistent runbooks in the team’s incident workflow, surfacing historical collaboration and step-by-step guidance in the chat timeline. As a result, Entrust reports that team morale has "significantly improved," onboarding is faster, confusion during incidents has dropped, and knowledge is no longer siloed — on-call engineers now have the information needed whether they’ve seen the problem once or a hundred times.

Entrust

Jeremy Welch

Services Engineer