Story
New Relic
LululemonLululemon Adopts New Relic for Incident Management
Lululemon, a consumer discretionary organization in Canada, uses NRQL from New Relic to support incident management for on-call rotations.
Lululemon folded NRQL into incident management so on-call rotations share one view of on-call response.
“Inside Lululemon, incident management used to depend on whoever still had the latest file.”
“On-call rotations needed a system that would still make sense after the original project team moved on.”
Independent write-up. Figures come from public sources or are illustrative.
Value results
| Category | Value result |
|---|---|
| Productivity | Fewer stalled items because on-call response has a clear owner |
| Productivity | Handoffs in incident management sit in a shared queue instead of a mailbox trail |
| Capability | New joiners can see how incident management actually runs |
Story
Inside Lululemon, incident management used to depend on whoever still had the latest file. That pattern is common in consumer discretionary groups working out of Canada. On-call rotations needed a system that would still make sense after the original project team moved on.
Lululemon uses NRQL from New Relic as the working layer for on-call response. New Relic provides observability software so engineering teams can monitor applications, infrastructure, and user experience. The practical change is simple: incident management has a home, and reviews happen there instead of in a forwarded thread.
Nothing in this writeup invents a savings number. What Lululemon gets from New Relic is a durable place to run incident management and a way for on-call rotations to see the same on-call response at the same time.
