Single Source of Truth (SSoT)

To maximize universal information accessibility, TeamOps intentionally structures all information (policies, objectives, workflows, instructions, values, etc.) in a virtual knowledge management system referred to as a single source of truth (SSoT). The concept of the SSoT is founded on the thesis that decisions are better informed when there is no such thing as a "latest version." There is only the version.

Teams and functions may choose different mediums as the SSoT depending on the nature of their work. TeamOps allows for this type of SSoT flexibility, but requires that those who dictate the SSoT share that information transparently and crosslink where appropriate.

This type of system scales and maintains workforce awareness and empowerment with much less effort than word-of-mouth updates or memos. By writing guidance down transparently — in a way that others can modify, validate, or contribute to — leadership scales beyond an individual or team, and even beyond the organization. GitLab refers to this approach as handbook-first. A core outcome is that individuals are less dependent on others for the information they need to do their job.

Examples and resources for Single Source of Truth

Example: Maintaining a single list of all applications used within a company

Maintaining a single source of truth for elements that few individuals need isn't difficult (e.g., using a single shared document for a 1-to-1 meeting between a people manager and direct report). Honoring the single source of truth is harder for elements that are cross-functional by design, such as a list of all applications used across the entire organization.

In conventional organizations, multiple departments may maintain their own version of this list. Crucially, this is either not acknowledged as a problem, or there is no known solution to removing duplication. In an organization powered by TeamOps, duplicate sources may exist initially, but the goal is to remove duplication. Once duplication is discovered, everyone can contribute to the solution by collaborating to create an SSoT. At GitLab, the application list lives in our handbook, and its integrity is ensured thanks to version control.

Resource: The importance of a handbook-first approach to documentation (article)

Resource: How Strong Documentation Powers Async Work (article)

Change management support for Single Source of Truth

Quick Start Tips: - Individual: Set a cadence (including calendar reminders!) to update your SSoT with information relevant to your role and its FAQs at least monthly. - Team: At least once per quarter, schedule a 1-2 day sprint to audit and update your team’s section of the SSoT. Confirm that all documentation is complete and current, including team member information, workflows, templates, policies, protocols, hyperlinks, etc. - Company: Update your company’s onboarding and continuing education programs to include training about how to navigate and utilize your SSoT.