Velocity EU 2012 Escalating Scenarios: Outage Handling Pitfalls
by John Allspaw, SVP of Technical Operations at Etsy.com on Oct 03, 2012
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When things go wrong, our judgement is clouded at best, blinded at worst.
In order to successfully navigate a large-scale outage, being aware of potentials gaps in knowledge and context can help make for a better outcome. The Human Factors and Systems Safety community have been studying how people situate themselves, coordinate amongst a team, use tooling, make decisions, and keep their cool under sometimes very stressful and escalating scenarios. We can learn from this research in order to adopt a more mature stance when the s*#t hits the fan.
We’re going to look closely at how people behave under these circumstances using real-world examples and scan what we can learn from High Reliability Organizations(HROs) and fields such as aviation, military, and trauma-driven healthcare.
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