Keeping Calm When the Sky is Falling: Reducing Stress Around Software Incidents

Any software outage is stressful, and letting this stress pile up unchecked can result in slower response times, frayed tempers and unhappy customers. This talk will outline how through preparation and practice, your teams will be able to more effectively respond to the unexpected.

Transcript

1. @theotherelliott telliott.io Keeping Calm When the Sky is Falling Reducing Stress around Software Incidents
2. @theotherelliott telliott.io 2 Hello! I’m Tom Elliott Engineering Lead @ Yext https://www.yext.com
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6. @theotherelliott telliott.io Chris Hadfield 6 First Canadian astronaut to walk in space
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11. @theotherelliott telliott.io A Well Handled Incident Guidelines for responding to an incident as a team
12. @theotherelliott telliott.io 12 Carol Tech lead Bob Engineer Alice Product Manager Cast of characters
13. @theotherelliott telliott.io Anyone can trigger an incident 13 Place your screenshot here 13 500 Server Error
14. @theotherelliott telliott.io Keep everyone informed - #incidents 14
15. @theotherelliott telliott.io Mitigate First 15
16. @theotherelliott telliott.io Learn something 16 • Postmortem doc • Action items • Regular follow up
17. @theotherelliott telliott.io Practice, Practice, Practice 17 • Regular Drills • Shadowing • Simulated Incidents
18. @theotherelliott telliott.io 18 Key Points • Anyone can trigger an incident • Keep everyone informed • Mitigate first • Learn • Practice
19. @theotherelliott telliott.io 19 Chapters 12-15 Further Reading
20. @theotherelliott telliott.io 20 Thanks! Questions? Come say hi! Stock images from unsplash.com and pexels.com Slides template from www.slidescarnival.com