CHAPTER 11: WHY SERVICE OUTAGES ARE LIKE DANDELIONS

The War Room was jammed and noisy. The air was stale, and smelled of carpets and furniture that hadn’t been cleaned in a long time. Several large bags of empty Chinese take-out containers were overflowing the trash can. And someone was already making the fourth pot of coffee.

The good news was, we were just starting to get some traction on the first SEV1 service outage of the evening, when the second one cascaded in. But nobody got flustered like in the old days. The incident response team passed the work out, and assigned people to the second one without a hitch.

All the work everyone had put into improving incident management was paying off. The junior SMEs were focused on restoration and ...

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