Incidents: What Is Often Missed & What Can Be Done About That

I was invited to give a talk at the Spotify office in New York last month on the topic of learning from incidents.

Here is the first slide, which I hope to be the BLUF (“bottom line, up front”) of the talk…

The Main Gist: 1) There is a shift happening towards understanding incidents in deeper and broader ways. 2) Incidents can yield much more value than has been recognized thus far. 3) Learning is not the same as fixing. 4) Doing this well takes effort and practice, but will prove to be a competitive advantage.

Here is the video recording of the talk, with an interactive transcription…

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