Handover Communications in Software Operations: Findings from the Field

Tuesday, March 21, 2023 - 4:45 pm5:30 pm

Chad Todd, CrowdStrike


This talk presents collected research from interviews, showcasing the attributes that contribute to an engineers increased or decreased confidence after a handover communication in understanding the current state of the system.

The passing of information through handover communications is essential in many workplaces. Handovers are crucial in industries such as, health care institutions, nuclear power and software operations. Handovers in software operations happen on a daily basis much like in health care.

Examples of handovers in software operations include verbal or digital written. They can occur during shift changes or on-call within a network operations center or customer support center. These handovers can occur during both high-stake and low-stake scenarios. Ultimately, confidence and understanding of the information is of the utmost importance.

Chad Todd, CrowdStrike

Chad Todd has worked in software engineering, systems engineering and operations for over twenty years. Chad has particular interest in systems thinking, incident management, incident response, incident analysis, and Resilience Engineering. Chad holds an MBA and recently graduated (2022) with an MSc in Human Factors and Systems Safety from Lund University.

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@conference {286210,
author = {Chad Todd},
title = {Handover Communications in Software Operations: Findings from the Field},
year = {2023},
address = {Santa Clara, CA},
publisher = {USENIX Association},
month = mar

Presentation Video