House MD: Solving Complex IT Issues Using Differential Diagnosis In this presentation I will explore how we as IT professionals can learn from the medical profession when it comes to diagnosing particularly complex issues. The human body is complex, as are the applications and computer systems that we are responsible for. These systems sometimes experience “issues”. This can be diseases in patients or for us a site outage or slow-down. Medical doctors have been fixing people longer than we have been tinkering with computers. The first medical diagnosis textbook was dated 1069-1049BC. I will take you through how to manage the problem using “Differential Diagnosis”, which is a widely used mechanism for solving those particularly hard cases. It is particularly useful when trying to problem solve with a team. We will touch on the culture that is needed to allow these methods to flourish in your organisation, as well as a few of the do’s and don’t when trying it out for yourselves. I hope the audience will be left with an understanding of how to apply these processes to reduce your own TTR and make your boss smile.
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House MD: Solving Complex IT Issues Using Differential
1. House MD: Solving Complex IT
Issues Using Differential Diagnosis
Steve Bennett
Steve@DaemonSolutions.com
@DaemonSteve
Saturday, 30 June 12
2. AGENDA
A Brief History Of Medical Diagnosis.
Why & How You Should Prove Yourself Wrong.
Differential Diagnosis.
Diagnostic Approaches.
Diagnostic Thresholds.
Do’s, Don’ts & Application.
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36. Test: I’ll call the credit card company.
Plan a test.
Predict.
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37. Test: I’ll call the credit card company.
Plan a test.
Predict.
Prediction: I have sufficient funds.
(If correct will falsify 3 hypothesis)
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89. I want more probability...
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90. Pre & Post Test Probability.
Current Probability: 30%
If the result is X;
There is 60% chance of hypothesis being correct.
If the result is Y;
There is 0% chance of hypothesis being correct.
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94. Define the point at which something is worth
testing.
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95. Probability of Diagnosis
0% 100%
Test Treatment
Threshold High Priority Tests Threshold
Not Worth Worth
Testing Worth Testing Treating
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103. Users Operating system
Web server
Network
Cache/Code Application engine
Hardware
Services (Third Party) Database/Datastore
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104. Cache/Code
Application engine
Services (Third Party)
Hardware
Web server
Operating system
Users
Network
Database/Datastore
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CA$HWOUND
105. These are used to follow a path through trees.
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135. Do not immediately dismiss ideas...
http://www.flickr.com/photos/albaflickr/4416770182/lightbox/
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136. Do not immediately dismiss ideas...
that were not yours...
http://www.flickr.com/photos/albaflickr/4416770182/lightbox/
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137. Do not immediately dismiss ideas...
that were not yours...
or your team’s...
http://www.flickr.com/photos/albaflickr/4416770182/lightbox/
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153. Further Reading;
The Process of Diagnosis (AMA) -
http://medicine.ucsf.edu/education/resed/articles/jama6_the_process.pdf
Jessie Robbins - Creating Resiliency Through Destruction-
http://www.slideshare.net/jesserobbins/ameday-creating-resiliency-through-destruction
All of John Allspaw’s presentations-
http://www.slideshare.net/jallspaw
House MD
http://www.fox.com/house/
Saturday, 30 June 12