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2018-01 DevOpsDays NYC: Operating Human Systems: MTBF v. MTTR

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Applying lessons learned from operating computer systems to how complex human relationships interact. Specifically, it's better to have conflict and resolve it than put it off as long as possible.

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2018-01 DevOpsDays NYC: Operating Human Systems: MTBF v. MTTR

  1. 1. Operating Human Systems: MTBF v. MTTR Aaron Aldrich (@crayzeigh) — (@elastic) 1
  2. 2. Mean Time Between Failures Mean Time To Recovery Aaron Aldrich - @crayzeigh 2
  3. 3. complex systems Aaron Aldrich - @crayzeigh 3
  4. 4. we design for reliability: 4 stiff boundaries, layers, formalisms 4 defense in depth 4 redundancy 4 interference protection 4 assurance & accountability Aaron Aldrich - @crayzeigh 4
  5. 5. we want resilience: 4 withstand transients 4 recover swiftly & smoothly from failures 4 prioritize to serve high level goals 4 recognize & respond to abnormal situations 4 adapt to change Aaron Aldrich - @crayzeigh 5
  6. 6. failure aversion leads to kludge and tech debt relational debt is a real thing Aaron Aldrich - @crayzeigh 6
  7. 7. unpaid debt leads to catastrophic failure Aaron Aldrich - @crayzeigh 7
  8. 8. there is no root cause to failure in { complex systems | relationships } Aaron Aldrich - @crayzeigh 8
  9. 9. blamelessness (just culture) is required for improvement Aaron Aldrich - @crayzeigh 9
  10. 10. experience with failure is necessary Aaron Aldrich - @crayzeigh 10
  11. 11. if we do not experience failure, we are not living to our potential Aaron Aldrich - @crayzeigh 11
  12. 12. lessons from networking: TCP > UDP avoid feelings of not being heard Aaron Aldrich - @crayzeigh 12
  13. 13. "What you're saying is 'X', what I'm hearing is 'Y'." Aaron Aldrich - @crayzeigh 13
  14. 14. lessons from distributed systems: translations are hard Aaron Aldrich - @crayzeigh 14
  15. 15. assume good intent Aaron Aldrich - @crayzeigh 15
  16. 16. /zoom Aaron Aldrich - @crayzeigh 16
  17. 17. tooling: Non-Violent Communication Observation, Feeling, Needs, Requests Aaron Aldrich - @crayzeigh 17
  18. 18. NVC Framework 1. Observation: !== evaluation || judgement 2. Feelings: !== thinking, [SASHET] 3. Needs: connection, well-being, honestly, play, peace, autonomy, meaning 4. Requests: what we DO want, != demand Aaron Aldrich - @crayzeigh 18
  19. 19. NVC Framework 1. Observation: !== evaluation || judgement 2. Feelings: !== thinking, [SASHET] 3. Needs: connection, well-being, honestly, play, peace, autonomy, meaning 4. Requests: what we DO want, != demand Aaron Aldrich - @crayzeigh 19
  20. 20. 2: Richard Cook - "How Complex Systems Fail" (http://bit.ly/2mKO8UL)(pdf) 3-4: Velocity 2012: Richard Cook - "How Complex Systems Fail" (https://youtu.be/2S0k12uZR14) 9: Philip G Boysen, II, MD, MBA, FACP, FCCP, FCCM - "Just Culture: A Foundation for Balanced Accountability and Patient Safety" (http://bit.ly/2DgJM1Z) 13: Certified Fresh Events: "Oh No You Didn't: Conflict Management in Today's Tech Industry" (https://certifiedfreshevents.com/events/conflict-management/) 17: The Center for Non-Violent Communication (https://www.cnvc.org/) thanks! Aaron Aldrich - @crayzeigh 20

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