Chapter 8. Managing Incidents and Problems

Again, if the campaign is protracted, the resources of the State will not be equal to the strain.

—Sun Tzu

Recurring incidents are the enemy of scalability. Recurring incidents steal time away from our teams—time that could be used to create new functionality and greater shareholder value. This chapter considers how to keep incidents from recurring and how to create a learning organization.

Our past performance is the best indicator we have of our future performance, and our past performance is best described by the incidents we have experienced and the underlying problems that caused those incidents. To the extent that we currently have problems scaling our systems to meet end-user demand, or concerns ...

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