LSEG Workspace has been providing best in class data and analytics to the financial services industry for many years. Traditionally, incident management, monitoring, and operations focused on the software itself or the infrastructure it ran on. But as systems grew in scale, complexity and resilience what mattered most to users became increasingly distant from individual services.

LSEG Workspace recognized that their traditional approach needed to evolve. They had to shift focus to put their customers at the centre of their operations. But how do you step away from rooted ways of working? Could external regulations, like the EU Digital Operational Resilience Act (DORA), be the unexpected spark for change?

In this talk, Ian Dugmore and Chris Brightman, of the LSEG Workspace engineering team, will share how their team fundamentally shifted their approach to running applications in production. They’ll discuss how focusing on customer experience is key, how embracing external constraints can trigger new ways of thinking, and why resilience isn’t just about infrastructure uptime—it’s about delivering real value to users.