The DevOps community is becoming increasingly aware that incident response is a “thing.” Rare major events (e.g., recent airline outages, the NYSE downtime, and the collapse of Healthcare.gov) get lots of attention, but IT insiders encounter incidents much more often—sometimes on a daily basis. Incident response includes multiple, overlapping activities and incurs substantial costs, including the effort needed to coordinate and sustain work on recovery, analysis, and review as well as internal and external communications. The SNAFUcatchers Consortium is studying these interwoven activities and characterizing the resources—human and technical—that make incident response work. Richard Cook and David Woods offer a 10,668-meter view of the project and explain what they expect to find.
Richard Cook is a research scientist in the Department of Integrated Systems Engineering at the Ohio State University in Columbus, Ohio, and emeritus professor of healthcare systems safety at Sweden’s KTH. A physician, researcher, and educator, Richard is an internationally recognized expert on safety, accidents, and human performance at the sharp end of complex, adaptive systems. His most often cited publication is “Going Solid: A Model of System Dynamics and Consequences for Patient Safety.”
David Woods is a professor at the Ohio State University, where he is the lead for the Initiative on Complexity in Natural, Social, and Engineered Systems and the codirector of Ohio State University’s Cognitive Systems Engineering Laboratory. David is a former president of both the Resilience Engineering Association and the Human Factors and Ergonomics Society.
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