Hard Problems We Handle in Incidents but Aren't Recognized

Note: Presentation times are in Coordinated Universal Time (UTC).

Thursday, 14 October, 2021 - 15:0015:30

John Allspaw, Adaptive Capacity Labs


If we know how and where to look closely, we can find a number of dynamics, dilemmas, and sacrifices that people make in handling incidents. In this talk, we'll highlight a few of these often-missed aspects of incidents, what makes them sometimes difficult to notice, and give some descriptive vocabulary that we can use when we do notice them in the future.

John Allspaw, Adaptive Capacity Labs

John Allspaw has worked in software systems engineering and operations for over twenty years in many different environments. John's publications include the books The Art of Capacity Planning (2009) and Web Operations (2010) as well as the forward to "The DevOps Handbook." His 2009 Velocity talk with Paul Hammond, "10+ Deploys Per Day: Dev and Ops Cooperation" helped start the DevOps movement. John served as CTO at Etsy, and holds an MSc in Human Factors and Systems Safety from Lund University.

SREcon21 Open Access Sponsored by Indeed

@conference {276699,
author = {John Allspaw},
title = {Hard Problems We Handle in Incidents but Aren{\textquoteright}t Recognized},
year = {2021},
publisher = {USENIX Association},
month = oct,

Presentation Video