Librería Portfolio

Failure is inevitable and a postmortem analysis, conducted in an open, blameless way, is the best way for IT techs and managers to learn from outages and near-misses. But when the ´root cause´ is determined to be ´human error´ (or worse, particular humans), the real causes and conditions are lost.

In this insightful book, IT veteran Dave Zwieback shows you an approach for making postmortems blameless, so you can focus instead on addressing areas of fragility within systems and organizations. If you're involved with assessing why something goes wrong on a project or at your company-as a system administrator, developer, team manager, or executive-the concrete steps in this guide will help you find a real solution that works.

Recognize and mitigate the effects of stress during outages
Learn how to communicate effectively in a charged, high-stakes postmortem conversation
Collect the necessary data before the postmortem begins
Focus on determining the actual causes and conditions of an outage
Learn techniques for writing up a postmortem for either internal or external use



Chapter 1Executive Action
Chapter 2Dealing with the Root Cause
Chapter 3Operator Error
Chapter 4The Bad Apples
Chapter 5Holding to Account
Chapter 6Why Things Break
Chapter 7Who's to Blame?
Chapter 8Trade-offs
Chapter 9Reliable Errors (or Reliably Error-Prone)
Chapter 10The Second Victim
Chapter 11The Downside of Blame
Chapter 12Paradigm Shift
Chapter 13Executive Support
Chapter 14Complex, Adaptive Systems
Chapter 15The Learning Review
Chapter 16The Timeline
Chapter 17The Town Hall
Chapter 18The Learning Review Framework