DevSecOps Days Melbourne 2021 - Systems thinking, incidents, and the support pager

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Everything we do has consequences, good or bad. That is because everything—while it sometimes may appear independent—is always interdependent. Interdependence is fundamental to systems. Our life is a system. Everything is also, conversely, a component of a bigger system. We call this systems thinking. https://www.linkedin.com/posts/devsecops-days-melbourne_conference-onlineconference-devsecops-activity-6859021278280605696-eEqY

Technology

© @theresaneate 1
Theresa Neate
DevSecOps Days
Melbourne Australia
5 November 2021
SystemsThinking,incidents,
andthesupportpager
5 Nov 2021

© @theresaneate 2
Aboutme
@SlalomBuild @TheresaNeate @DevOpsGirls
https://www.slalombuild.com
https:// theresaneate.net
5 Nov 2021

© @theresaneate
3
5 Nov 2021
Systems are
everywhere

5 Nov 2021
© @theresaneate 4
System
Components
Relationships
Purpose
What makes a system

5 Nov 2021
© @theresaneate 6
System
Components
Relationships
Purpose
Analyse systems

5 Nov 2021
© @theresaneate 7
• A system is greater than the sum of its parts
• See the whole, not the parts
• Look for the connections over the elements
• Notice patterns of change
• Consider the inter-dependency between parts
• There are always consequences to actions
Some considerations in Systems Thinking

5 Nov 2021
© @theresaneate 8
Consequences we only noticed later
• What causes climate change?
• What consequence does climate change have?
Climate change

5 Nov 2021
© @theresaneate 9
Security incidents are systemic consequences

5 Nov 2021
© @theresaneate 10
Subjectivity, and the problem with 5 Whys

5 Nov 2021
© @theresaneate 11
Bias, and the problem with 5 Whys
Bias towards:
• So-and-so screwed up
• They/We didn’t test enough
• “Human error”

“Human Error”
Is a
consequence.
https://www.youtube.com/watch?v=Fw3SwEXc3PU
12
© @theresaneate

© @theresaneate 13
We all have blind spots
https://systemsthinking.blog.gov.uk/2020/04/15/when-it-comes-to-solving-complex-
problems-collaborating-isnt-enough/

5 Nov 2021
© @theresaneate 14
Noisy pagers indicate systemic issues

5 Nov 2021
© @theresaneate 15
Closing
• Think in systems over components
• Treat an incident as an indicator of systemic
failure
• “Human Error” is the top of the iceberg
• Collaborate to spot blind spots and bias
• During inspection: Ask “How”, not “Why”
• Let curiosity, not blame assignment, drive you
• Try prevent issues over detecting them
Inspection is too late. The quality, good or bad, is
already in the product. -- Deming

5 Nov 2021
© @theresaneate 16
Recommended reading
And 2) https://www.kitchensoap.com/
1) Books:

© SLALOM. ALL RIGHTS RESERVED. PROPRIETARY AND CONFIDENTIAL. 17
Thankyou

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DevSecOps Days Melbourne 2021 - Systems thinking, incidents, and the support pager

1. © @theresaneate 1 Theresa Neate DevSecOps Days Melbourne Australia 5 November 2021 SystemsThinking,incidents, andthesupportpager 5 Nov 2021

2. © @theresaneate 2 Aboutme @SlalomBuild @TheresaNeate @DevOpsGirls https://www.slalombuild.com https:// theresaneate.net 5 Nov 2021

5. 5 System vs disparate components

7. 5 Nov 2021 © @theresaneate 7 • A system is greater than the sum of its parts • See the whole, not the parts • Look for the connections over the elements • Notice patterns of change • Consider the inter-dependency between parts • There are always consequences to actions Some considerations in Systems Thinking

8. 5 Nov 2021 © @theresaneate 8 Consequences we only noticed later • What causes climate change? • What consequence does climate change have? Climate change

11. 5 Nov 2021 © @theresaneate 11 Bias, and the problem with 5 Whys Bias towards: • So-and-so screwed up • They/We didn’t test enough • “Human error”

13. © @theresaneate 13 We all have blind spots https://systemsthinking.blog.gov.uk/2020/04/15/when-it-comes-to-solving-complex- problems-collaborating-isnt-enough/

15. 5 Nov 2021 © @theresaneate 15 Closing • Think in systems over components • Treat an incident as an indicator of systemic failure • “Human Error” is the top of the iceberg • Collaborate to spot blind spots and bias • During inspection: Ask “How”, not “Why” • Let curiosity, not blame assignment, drive you • Try prevent issues over detecting them Inspection is too late. The quality, good or bad, is already in the product. -- Deming

DevSecOps Days Melbourne 2021 - Systems thinking, incidents, and the support pager

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