CHAPTER 7: TIME TO REFOCUS
I couldn’t believe the numbers.
I checked them three times, but it always came out the same. Over the last 90 days, the number of incidents had remained almost constant. There had been a few swings between teams, but the total wasn’t statistically different than it had been before I started.
All that work; all the effort I had invested was for nothing. I had done my best to get the incident management team to gather enough data so they could identify how to prevent repeat disruptions to the service. There always seemed to be another incident that got in the way of them spending the time they needed to get the answer and make it happen.
I could hear Ramesh now, and no matter how I envisioned it; the last words out of ...
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