At inMotionNow we are always striving to apply best practices and industry trends to our processes in a thoughtful way that helps us be more productive and build the best possible software to support our customers. In a recent article on Medium.com, Johnathan Howell-Zobel, Site Reliability Engineer at inMotionNow, shared how he and the inMotionNow development team approach incident management and reporting by merging industry best practices with our team’s expertise and the needs of their stakeholders. Read on for an excerpt, and access the full article on Medium.com.
Software is a marvel of human ingenuity. It’s a miracle that we can shove electricity into rocks and have it perform unimaginable feats of communication, productivity, and analysis. It shouldn’t be a surprise to us when that magical lightning rock doesn’t quite do exactly what we told it to. When it doesn’t do the thing someone has to fix it.
The problem that I’ve been facing is the many stakeholders interested in the failure of the magical lightning rocks that we use. There were a lot of differing opinions and inconsistent demands from a variety of directions at inMotionNow when it came to moments of failure. I set out to define a few key points in our incident management policy.
- What is an incident?
- How does an incident differ from a product defect?
- When should we write a post-incident report?
- What information should be in the post-incident report?
The first thing I needed to do to get these questions answered was to gather the opinions of the various stakeholders involved. I asked a variety of internal job titles to take a 20 minute survey to answer those exact questions. With such a wide range of specialties and interests the responses I got were surprisingly similar.
- Chief Operations Officer
- Director of Application Development
- Director of Customer Success
- Director of Product Management
- Development Manager
- DevOps Team Lead
- Principal Software Developer
- Product Support Specialist
- Quality Assurance Team Lead
- Scrum Master
- Site Reliability Engineer
Read the full article to see Johnathan’s take on:
- What is an incident?
- How does an incident differ form a product defect?
- When should we write a post-incident report?
- What information should be in the post-incident report?
Read the full article on Medium.com.
The post What do we do when the magical Lightning Rock Stops working? appeared first on inMotionNow.
This post first appeared on Creative Workflow Best Practices Blog | InMotionNow, please read the originial post: here
