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Weekly updates from Mozilla IT on things we're doing to support and empower all of Mozilla in our mission keep the web a global public resource, open and accessible to all. An Internet that truly puts people first, where individuals can shape their own experience and are empowered, safe and independent.


  • Data Team Service Metrics (Heather) In this week’s Data Team Sprint Demo, the team showcased their PoC on the Service Health Metrics. The team is focused on being data-informed to ensure we are providing the right level of service to our users. Metrics to help IT product team understand engagement as well as metrics that focus on resolution time, uptime, service/incident requests and alerts will improve our service levels & product capabilities for Mozilla. [1]
  • GTM Support Capabilities (Heather) The IT Customer Ops team partnered with both the Customer Care and Firefox Product & Engineering teams to provide training over the last 2 weeks. Firefox Product and Engineering engaged in a session on the Enterprise Sales cycle; everything from Lead Gen, Lead Scoring, Pipeline Management, Lead Conversion, Sales Process and Contract Management. The Customer Care & IT Support team also received an all day training session focusing on the Firefox for Enterprise common issues, documentation, how to troubleshoot issues and our SLA’s.
  • AirMo Research (Heather) AirMo Research Plan is underway with Survey & Usability studies being planned. Many thanks to all those in the #survey channel who contributed to the AirMo User Survey the team has launched. If you would like to be part of the upcoming usability study, please sign up here. [2]
  • JIRA Tooling (Mark) IT took another step in our Agile transformation journey! We completed our tooling POC and implemented JIRA as our solution. It provides a best in class tool to improve how we collaborate, plan, track and report business value and speed to market. As we continue to move forward our roadmap will drive our OKR to build our Agile practice focused on gaining efficiency in IT and value to our partners.
  • EOL for IRC in IT (Mark) IT will be moving to Slack channels as the primary contact interface for most services in H1 of 2019. This will be a phased approach from IRC channels, and we will notify members of the those IRC channels before those the channel is retired. The MOC and ServiceDesk IRC channels will be retired as of February 1, 2019. IRC Channel Comms [3]


  • January 28th is International Data Privacy Day. The purpose of Data Privacy Day is to create awareness about respecting privacy and data protection best practices. In the spirit of data privacy day we’d like to hear your stories about how you or your team use lean data practices at Mozilla. The call for participation and more information on data privacy day is available on Mozilla Discourse at the link below. (Discourse Post)
  • Our Business Operations Support team produced this short 6-minute video to demo workflow improvements they made with our WPR partners. Now tickets are automatically assigned, workflow is guided and better utilization metrics are available for everything from space planning to shipping and receiving (Demo)
  • We got an initial glimpse into the new AirMo look and feel this week which is just the start of efforts targeted to improve navigation of events & content. (Wireframes)
  • Completed the setup of a comprehensive security framework within our Data Platform 2.0 PoC that will enable the management of security policies across all components which is a key element to Mozilla data governance.



  • Mozilla IT will be empowering the mission in many new and different ways in 2019 Stay tuned as we develop and share specific plans!
    • We are developing a software engineering practice skilled at delivering cloud native solutions. We will be making Mozilla-centric solutions by augmenting outside offerings through APIs and implementing our own solutions where it makes sense to do so. Our unique, global, community+staff use cases require us to get creative and cloud native to best empower our global, user-centric mission.
    • In the last call, Emma asked if someone could take the BMO Dupes web service and create a Slackbot for it. I built a function in Python to access the service, deployed it on AWS Lambda, fronted it with a Slackbot (in our sandbox), and created all the AWS infrastructure and a Continuous Integration pipeline to automate Lambda development and deployment. I documented everything in a public Gdoc (with extensive links to source materials) and my source code is in Github. Additional sources related to CI are in this Github. I’d love your help making it better, and I’d love for it to be a source for people learning about CI, AWS, Python, Lambda, or Slackbots. Contribute and learn and share!
    • 2018 was great, and 2019 will be even better! In the words of Coachella headliner, Ariana Grande: 2018, look what you taught us and for that we say, thank u, next!


  • Thank you Potch! for everything you've done for Mozilla and the open web. We love you buddy! You'll always be a Mozillian :)
  • Happy Holidays! No updates this week from IT, but we've been happy to help all Mozillians work smarter, faster, and safer in 2018, and look forward to making Mozilla and the web better for all in 2019. Be safe and have fun this holiday season!

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