Blameless Post-mortems: Everything You Ever Wanted to Know

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Published on September 30, 2014

Author: VictorOps

Source: slideshare.net

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Everything you ever wanted to know about blameless post-mortems, but were afraid to ask.

EVERYTHING YOU EVER WANTED KNOW ABOUT POST-MORTEMS *BUT WERE AFRAID TO ASK…

Everything you ever wanted to know about post-mortems IT’S NOT A MATTER OF IF, BUT WHEN... Outages are going to happen. The real question is: ARE YOU GOING TO LEARN FROM YOUR MISTAKES? 78% the number of Database Admins that experience unplanned downtime from untested database changes 1 large scale & 3 partial outages what the average company with a datacenter experiences per year $5600 per minute what downtime costs the average business sources: http://www.ponemon.org/library/2013-cost-of-data-center-outages 01

AFTER THE OUTAGE, DISCUSSING WHAT HAPPENED, WHAT WORKED & WHAT DIDN’T IS ESSENTIAL. THE PROCESS IS CALLED A POST-MORTEM. “ A post-mortem is a meeting where all stakeholders can and should be present, and where people should bring together their view of the situation and the facts that were found during and after the incident. The purpose is to collect as much data as possible and to figure out how the impact of a similar future incident can be reduced.” “THE ONLY REAL MISTAKE IS THE ONE FROM WHICH WE LEARN NOTHING.” source: http://www.paperplanes.de/2014/6/20/what-blameless-postmortem-taught-me.html Everything you ever wanted to know about post-mortems - Henry Ford Post-mortems are not new or groundbreaking - they’ve always been an effective way of providing learning and closure around outages. 0 2

The fact that the majority of IT projects fail on at least one measure of success, and that billions of dollars in project waste is reported each year, suggests that there is a critical need for improving the way we manage these projects. The sobering truth is that the secret to more successful project management has been right in front of us the whole time – learning from the past.” WHY ARE POST-MORTEMS IMPORTANT? From: Project Retrospectives: Evaluating Project Success, Failure, and Everything In Between source: R. Ryan Nelson, University of Virginia in the MIS Quarterly Executive Vol. 4 No. 3 / September 2005 “ Everything you ever wanted to know about post-mortems 03

03 BENEFITS OF POST-MORTEMS source: Postmortem reviews: purpose and approaches in software engineering by Torgeir Dingsøyr Everything you ever wanted to know about post-mortems 04 Retrospectives offer a variety of potential benefits, including the following: Organizational learning Get the collective story out (synergistic learning) and ensure that individual stakeholders hear the whole story, not just their personal experience. Better estimating & scheduling Capture actual data on size, effort, and time to use in calibrating future estimation models and practices. Continuous improvement Learn from what you’ve done in order to iterate and make your process better in the future. Team building Make your team stronger by allowing them the space to debrief & talk through the outage experience. Improved recognition & reflection Pause and reflect on accomplishments before proceeding to “solve the next problem.”

WHAT ARE THE NECESSARY SKILLS FOR A GOOD POST-MORTEM PROCESS? • OPENNESS • PATIENCE • THE ABILITY TO LISTEN • POLITENESS • COURAGE • EMPATHY • HUMOR Norman Kerth emphasizes the importance of a good atmosphere through the ‘prime directive’: “ Regardless of what we discover, we must understand and truly believe that everyone did the best job he or she could, given what was known at the time, his or her skills and abilities, the resources available, and the situation at hand”. Everything you ever wanted to know about post-mortems source: Postmortem reviews: purpose and approaches in software engineering by Torgeir Dingsøyr 05

POST-MORTEM CHECKLIST THE BASICS: Document your timeline or log data Level of severity Archive it for historical retrieval Remediation - make it actionable Document conversations Leave room for notes Mean Time to Resolution/ other time calculations Everything you ever wanted to know about post-mortems 06

RESOURCES: Tools for the next incident, just in case. Everything you ever wanted to know about post-mortems 07

VictorOps post-mortem reporting feature-http:// victorops.force.com/knowledgebase/articles/Getting_Started/Post-Mortem-Reports/ http://www.paperplanes.de/2014/6/20/what-blameless-postmortem-taught-me.html http://www.slideshare.net/jhand2/its-not-your-fault-blameless-post-mortems http://codeascraft.com/2012/05/22/blameless-postmortems/ http://www.slideshare.net/fattofatt/post-mortem-report http://www.cdlib.org/cdlinfo/2010/11/17/the-project-post-mortem-a-valuable-tool-for-continuous-improvement/ https://speakerdeck.com/indec/fallible-humans-dealing-with-failure-in-the-absence-of-scapegoats http://tech.blog.box.com/2014/08/a-tale-of-postmortems/ The Field Guide to Understanding Human Error, Sidney Dekker The Human Side of Postmortems, Dave Zwieback Everything you ever wanted to know about post-mortems 08

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