– AT U L G A WA N D E “ It is common to misconceive how checklists function in complex lines of work. They are not comprehensive how-to guides, whether for building a skyscraper or getting a plane out of trouble. They are quick and simple tools aimed to buttress the skills of expert professionals.”
Checklists transform the process of identifying problems in a rapidly degrading situation from being haphazard and error-prone to methodical and organized.
ELASTICSEARCH: SPLIT BRAIN • circuit break search OFF ! • disable allocation • get cluster state • shutdown all nodes w/ API • start the cluster • wait for all members • enable allocation UPDATE THE STATUS!
Atul Gawande found that the simple act of a surgical team introducing themselves to one another before an operation increased the feeling of teamwork and efficacy across the team. ! It also enabled people to speak up when they see something.
– J E S S E R O B B I N S “Regular postmortems are the closest thing you have to employing a scientific method to the complicated problem of web operations. By gathering real evidence, you can focus your limited resources on solving the issues that are actually causing you problems.”
A G O O D P O S T M O R T E M D E S C R I P T I O N O F T H E I N C I D E N T D E S C R I P T I O N O F T H E R O O T C A U S E D E S C R I P T I O N O F T H E R E S O L U T I O N P R O C E S S T I M E L I N E O F T H E I N C I D E N T H O W T H E I N C I D E N T A F F E C T E D C U S T O M E R S R E M E D I AT I O N S O R C O R R E C T I V E A C T I O N S
A G O O D P O S T M O R T E M D E S C R I P T I O N O F T H E I N C I D E N T D E S C R I P T I O N O F T H E R O O T C A U S E D E S C R I P T I O N O F T H E R E S O L U T I O N P R O C E S S T I M E L I N E O F T H E I N C I D E N T H O W T H E I N C I D E N T A F F E C T E D C U S T O M E R S R E M E D I AT I O N S O R C O R R E C T I V E A C T I O N S
– S I D N E Y D E K K E R “Different perspectives on a sequence of events: Looking from the outside and hindsight you have knowledge of the outcome and dangers involved. From the inside, you may have neither.”
Faced with a complex problem in a high-pressure scenario, with a process ill-equipped to effectively help them navigate the situation, their actions were entirely logical and yet doomed to fail.
A G O O D P O S T M O R T E M D E S C R I P T I O N O F T H E I N C I D E N T D E S C R I P T I O N O F T H E R O O T C A U S E D E S C R I P T I O N O F T H E R E S O L U T I O N P R O C E S S T I M E L I N E O F T H E I N C I D E N T H O W T H E I N C I D E N T A F F E C T E D C U S T O M E R S R E M E D I AT I O N S O R C O R R E C T I V E A C T I O N S
– D AV I D H E I N E M E I E R H A N S S O N “The most important part of saying you’re sorry is to project some real empathy. If you can’t put yourself in your users’ shoes, then it’s going to out wrong.”
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