Tales from the VOID - The Scary Truth about Incident Metrics

Explore groundbreaking research from the VOID, an open database of public incident reports, challenging conventional incident response practices. Delve into the limitations of Mean Time To Resolve (MTTR) and Root Cause Analysis (RCA) methodologies, and discover alternative metrics and approaches for more effective incident management. Learn how to foster a culture of open communication and continuous improvement in complex sociotechnical systems. Gain insights into near-miss analysis, Service Level Objectives (SLOs), and cost of coordination data as more reliable indicators of system health and resilience. Shift your perspective to view humans as problem solvers rather than sources of error, and equip yourself with strategies to enhance system safety and incident learning in your organization.

Intro
Why are we here
What are we solving
LFI
What is the Void
Metadata
Report
Duration Data
Distribution of Duration Data
The Problem with MTTR
Google Incident Metrics
Sociotechnical Systems
Close Calls
Nearmisses
Root Cause
Path to Blame
Matrix Moment
New Approach
Incident Analysts