The traditional model of incident management using ticket handling progresses a ticket through multiple tiers: L1, L2, L3. This model creates queues that elongate response times and create ticket handoffs, which loses vital context with each group. In complex systems and failures, the ticket is delayed in getting to the correct responders. The end result is long response times and customer frustration. In the new Prepare/Respond/Review Incident Management Framework, we advise against using this … [Read more...]
Seven Well-Defined Incident Response Triggers
While complete outages are still a key trigger for response, degraded service is considered incredibly impactful in the minds of consumers. As part of the new Incident Management Framework proposed in this white paper, organizations need to identify and remediate potential issues before customers are aware there is a problem. Both the business and the incident-response team also require better visibility into the business impacts of service outages and degradation. Identifying Incidents To help … [Read more...]
Creating an Operational Masterpiece: How a COVID-19 Mass Vaccination Clinic Took Shape
In the following excerpt from Episode 19 of The Idealcast, Gene Kim and Steven Spear interviewed Trent Green, SVP and COO of Legacy Health, on how he and his team used iterative problem solving to vaccinate 8,000 people a day at Oregon's largest mass vaccination clinic. Key learnings from this excerpt include the idea that organizations are really a collection of interdependent microsystems, that you can't improve a process until you stabilize a process, and sometimes you have to slow down to … [Read more...]
Building an Incident Management Response Team
When many organizations are faced with an incident, the lack of clear roles and responsibilities among the teams leads to poor collaboration, communication, and work overload. This in turn leads to missed tasks, redundant work, loss of information, delays, and frustration within the team. Without clear roles, incident response and resolution can be delayed, and the quality of response for the team and the customer is poor. As part of the Prepare/Respond/Review Incident Management Framework, the … [Read more...]
Framework for Incident Management: Prepare, Respond, Review
Learn to improve your organization's incident management with this new framework for incident management: Prepare, Respond, Review. In this posts, based on the white paper A Framework for Incident Response, Assessment, and Learning, by Shaaron A. Alvares, Josh Atwell, Jason Cox, Erica Morrison, Scott Prugh, and Randy Shoup, we present fresh incident management framework to help you improve your overall organizational response to incidents. In the white paper this framework is broken down into a … [Read more...]
Getting Started with Dojos for Technology Organizations
With the new digital economy, many organizations are facing an unparalleled rate of change and having trouble keeping up. Agile/DevOps Dojos can be a uniquely powerful vehicle for accelerating digital transformation in an enterprise. This post will explain what an Agile/DevOps Dojo is, how to maximize the power of it, and how to create your own company Agile/DevOps Dojo. Written by experts in the field, Ross Clanton (formerly of Target and Verizon, and currently of American Airlines), Jaclyn … [Read more...]
What is GitOps?
By Cornelia Davis, Chris Hill, Dwayne Holmes, Tom Limoncelli, and Gail Murphy There isn't really clarity in the industry as to what GitOps is. After two days of discussion and consensus building at the 2021 DevOps Enterprise Forum, a team of experts came to the following conclusion: GitOps supports the DevOps agenda in a particularly effective manner (where Git is the interface for operational actions). But that's only the very highest level definition. The following post lays out a brief … [Read more...]
Technological Maestros: Characteristics of Innovative Leaders
In Episode 17 and Episode 18 of The Idealcast, I was blown away by Dr. Ron Westrum's notion of Technological Maestros, a definition and list of characteristics for a leader that resonates deeply with me. First, let's look at Dr. Westrum's definition of a technological maestro. This is a term that is used in history of technology a lot. First of all, you're dealing with somebody who has very high energy, that's critical. The second thing is they know what questions to ask. The third thing is … [Read more...]
Get Started with Team Topologies in 8 Steps
Every organization begins their Team Topologies journey from a different place. While there are myriad ways to apply the practices and principles in Team Topologies, it can be useful to have a simple guide you or your managers can refer to as you begin mapping out your transformation. The authors of Team Topologies have created one possible path below, allowing you to easily share and communicate the process with members of your team and the wider company. (Also, if you haven't read the book … [Read more...]
Organizational Culture and Integrated Problem Solving: Excerpt from Ep. 17 of The Idealcast
The culture of an organization is important. It makes a difference in how everything comes out. In this excerpt for Episode 17 of The Idealcast, Gene Kim espouses on Ron Westrum’s question: How do you measure culture? --- I just wanted to break in quickly and give some more information on what Dr. Westrum was just referring to, because believe it or not, this also came up in the workshop that I took at MIT with Dr. Steven Spear in 2014. NASA: Experimental versus Compliance-Driven … [Read more...]
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