Presentation: “Findings From The Field”

Posted Posted in ACL Posts

A few weeks ago I gave a talk at the DevOps Enterprise Summit London (which was virtual). The description of the talk: In the past two years, we have had the opportunity to observe and explore the real nitty-gritty of how organizations handle, perceive, value, and treat the incidents that they experience. While the size, […]

How Learning is Different Than Fixing

Posted Posted in ACL Posts

I was honored to present a talk at the AllTheTalks conference a few weeks back. tl;dr: slides are here, video and transcript is below The topic was incident analysis (big surprise there!) and the notion of learning and fixing, and how these activities are related but not the same. A key idea here is that rather than focusing on simply focusing on […]

The Negotiability of “Severity” Levels

Posted Posted in ACL Posts, Incident Analysis

What does the term severity mean, in the context of incidents involving software systems? Merriam-Webster gives us this: “the quality or state of being severe: the condition of being very bad, serious, unpleasant, or harsh.” Here are a few colloquial definitions: “Severity measures the effort and expense required by the service provider to manage and resolve an […]