Better Incident Management to Reduce MTTR
summary
Claim: a skilled Incident Commander measurably reduces MTTR and stress by running an explicit incident response process and organizational playbooks. The IC regulate emotion by calming and redirecting people, regulate information by translating technical details for support and execs and routing the right updates, and regulate analysis by asking for evidence, challenging assumptions, and amplifying useful hypotheses. Example priority tradeoff: New Relic favors data ingest and retention even at the cost of UI experience.
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chapters (12)
- 0:00Introduction
- 1:15What is an Incident Commander
- 1:38What is an Incident
- 2:30Aspects of Incident Response
- 3:57Understanding the Incident Response Process
- 4:10Explicit Incident Response Process
- 5:06Systems at Play
- 5:59Incident Commanders
- 6:22Emotion
- 7:42Information
- 8:55Analysis
- 10:29Summary
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