[Ignite] Operating Human Systems: MTBF v. MTTR

A presentation at DevOpsDays PDX in September 2018 in Portland, OR, USA by Aaron Aldrich

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Operating Human Systems: MTBF v. MTTR Aaron Aldrich (@crayzeigh) — 1

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Mean Time Between Failure Mean Time To Repair Aaron Aldrich - @crayzeigh 2

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complex systems Aaron Aldrich - @crayzeigh 3

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there is no root cause in {complex systems | relationships} Aaron Aldrich - @crayzeigh 4

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Aaron Aldrich - @crayzeigh 5

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Aaron Aldrich - @crayzeigh 6

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Aaron Aldrich - @crayzeigh 7

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Aaron Aldrich - @crayzeigh 8

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Aaron Aldrich - @crayzeigh 9

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Aaron Aldrich - @crayzeigh 10

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lessons from distributed systems: translations are hard Aaron Aldrich - @crayzeigh 11

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assume good intent Aaron Aldrich - @crayzeigh 12

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/zoom Aaron Aldrich - @crayzeigh 13

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lessons from networking: TCP > UDP Aaron Aldrich - @crayzeigh 14

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"What you're saying is 'X', what I'm hearing is 'Y'." Aaron Aldrich - @crayzeigh 15

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Non-Violent Communication Aaron Aldrich - @crayzeigh 16

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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

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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

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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

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— 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