The Negotiability of “Severity” Levels

Posted Posted in 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 […]

Moving Past Shallow Incident Data

Posted Posted in blogpost, cognitive systems engineering, Incident Analysis, methods

Here is some data: the last incident your company experienced lasted 54 minutes. What insight does this data reveal besides a) an incident happened, and b) it lasted 54 minutes (at least according to someone interpreting an event as an incident)? What else could we glean from this data? Hrm. What if we found that someone marked down […]