How Bad Is Your Toil?: Measuring the Human Impact of Process

Monday, October 29, 2018 - 2:00 pm2:30 pm

Kurt Andersen, LinkedIn

Abstract: 

Across a distributed, mostly embedded SRE organization we knew that some teams were being hit harder by toil and especially on-call response load, but how do you quantify that in order to identify contributing factors and improve quality of life for everyone? I'll talk about a series of strategies that we have used separately and in combination over the course of several years to surface some indications of the human load impact. While some of the systems use internal terminology, the processes can be used by any organization that is interested and willing to see what the data might reveal—they just need any local jargon translated to your local dialect.

The talk will include the specific surveys and other tooling that we have experimented with over the last three years as well as what we have learned along the way.

Kurt Andersen, LinkedIn

Kurt Andersen is one of the co-chairs for SREcon18Americas and has been active in the anti-abuse community for over 15 years. He is currently the senior IC for the Product SRE (site reliability engineering) team at LinkedIn. He also works as one of the Program Committee Chairs for the Messaging, Malware, and Mobile Anti-Abuse Working Group (M3AAWG.org). He has spoken at M3AAWG, Velocity, SREcon, and SANOG on various aspects of reliability, authentication, and security.

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Presentation Audio

BibTeX
@conference {221728,
author = {Kurt Andersen},
title = {How Bad Is Your Toil?: Measuring the Human Impact of Process},
year = {2018},
address = {Nashville, TN},
publisher = {{USENIX} Association},
}