Operating Human Systems: MTBF v. MTTR
A presentation at DevOpsDays Philadelphia in in Philadelphia, PA, USA by fen aldrich
Operating Human Systems: MTBF v. MTTR Aaron Aldrich (@crayzeigh) — 1
Mean Time Between Failure Mean Time To Repair Aaron Aldrich - @crayzeigh 2
complex systems Aaron Aldrich - @crayzeigh 3
there is no root cause in {complex systems | relationships} Aaron Aldrich - @crayzeigh 4
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lessons from distributed systems: translations are hard Aaron Aldrich - @crayzeigh 11
assume good intent Aaron Aldrich - @crayzeigh 12
/zoom Aaron Aldrich - @crayzeigh 13
lessons from networking: TCP > UDP Aaron Aldrich - @crayzeigh 14
"What you're saying is 'X', what I'm hearing is 'Y'." Aaron Aldrich - @crayzeigh 15
Non-Violent Communication Aaron Aldrich - @crayzeigh 16
NVC Framework 1. Observation: !== evaluation || judgement 2. Feelings: !== thinking, [SASHET] 3. Needs: connection, well-being, honesty, play, peace, autonomy, meaning 4. Requests: what we DO want, != demand Aaron Aldrich - @crayzeigh 17
NVC Framework 1. Observation: !== evaluation || judgement 2. Feelings: !== thinking, [SASHET] 3. Needs: connection, well-being, honesty, play, peace, autonomy, meaning 4. Requests: what we DO want, != demand Aaron Aldrich - @crayzeigh 18
NVC Framework 1. Observation: !== evaluation || judgement 2. Feelings: !== thinking, [SASHET] 3. Needs: connection, well-being, honesty, play, peace, autonomy, meaning 4. Requests: what we DO want, != demand Aaron Aldrich - @crayzeigh 19
— Richard Cook - "How Complex Systems Fail" (h!p://bit.ly/2mKO8UL)(pdf) — Velocity 2012: Richard Cook - "How Complex Systems Fail" (h!ps://youtu.be/2S0k12uZR14) — Philip G Boysen, II, MD, MBA, FACP, FCCP, FCCM - "Just Culture: A Foundation for Balanced Accountability and Patient Safety" (h!p://bit.ly/2DgJM1Z) — Certified Fresh Events: "Oh No You Didn't: Conflict Management in Today's Tech Industry" (h!ps://certifiedfreshevents.com/events/conflict-management/) — The Center for Non-Violent Communication (h!ps://www.cnvc.org/) Aaron Aldrich - @crayzeigh 20
Optimizing for recovery and resiliency is better than trying to avoid failure outright. This is true of computers, how can we apply this to people? Avoiding Abstractions, Using TCP communication and a troubleshooting framework for conflict help
Video
Resources
The following resources were mentioned during the presentation or are useful additional information.
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The Center for Non-Violent Communication
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How Complex Systems Fail
By Richard Cook
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How Complex Systems Fail
Video: Richard Cook @ Velocity 2012
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Just Culture: A Foundation for Balanced Accountability and Patient Safety
By Philip G Boysen, II, MD, MBA, FACP, FCCP, FCCM
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Oh No You Didn’t: Conflict Management in Today’s Tech Industry
Certified Fresh Events
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