The Upside of Downtime (Velocity 2010)
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Transcript of The Upside of Downtime (Velocity 2010)
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The Upside of DowntimeTurning disaster into opportunity
Sunday, June 20, 2010
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Who’s had a site go down?
Sunday, June 20, 2010
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Who’s hasn’t had a site go down?
Sunday, June 20, 2010
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There’s always that one guy!
Sunday, June 20, 2010
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Sunday, June 20, 2010
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Sunday, June 20, 2010
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Sunday, June 20, 2010
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Sunday, June 20, 2010
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Sunday, June 20, 2010
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Sunday, June 20, 2010
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Sunday, June 20, 2010
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Sunday, June 20, 2010
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Sunday, June 20, 2010
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Downtime sucks
Source: http://www.motivatedphotos.com/?id=8080
Sunday, June 20, 2010
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Why downtime sucks
Business
$0
$750
$1,500
$2,250
$3,000
0 2 4 6 8 10 12 14 16 18 20 22
Sales
Sunday, June 20, 2010
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Why downtime sucks
Business
Brand
Sunday, June 20, 2010
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Why downtime sucks
Business
Brand
You
Sunday, June 20, 2010
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Why downtime sucks
Business
Brand
You
Users
Sunday, June 20, 2010
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Downtime = Bad! (Duh)
Sunday, June 20, 2010
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Approach #1Don’t fail
Sunday, June 20, 2010
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Source: http://kansansforlife.files.wordpress.com/2009/12/titanic.jpg
Sunday, June 20, 2010
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“Everything fails all the time”-- Werner Vogels (Amazon, CTO)
Sunday, June 20, 2010
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“Everything fails all the time”-- Werner Vogels (Amazon, CTO)
Sunday, June 20, 2010
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Your site will fail
Werner Vogels (Amazon, CTO)
Sunday, June 20, 2010
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Why?!?
Sunday, June 20, 2010
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Risk Homeostasis
Why Failure Happens
Source: http://joshuahind.files.wordpress.com/2009/09/bicycle-crash.jpg
Sunday, June 20, 2010
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Risk Homeostasis
Black Swan
Why Failure Happens
Source: Amazon.com
Sunday, June 20, 2010
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Risk Homeostasis
Black Swan
Unknown unknowns
Why Failure Happens
Source: http://www.apoliticus.com/wp-content/uploads/2009/01/6_21_080306_rumsfeld.jpg
Sunday, June 20, 2010
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Risk Homeostasis
Black Swan
Unknown unknowns
Change
Why Failure Happens
Source: http://bozark.net/wordpress/wp-content/uploads/2008/09/barack_obama_change_fairey.jpg
Sunday, June 20, 2010
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Risk Homeostasis
Black Swan
Unknown unknowns
Change
Many small failures
Why Failure Happens
Source: http://www.biojobblog.com/uploads/image/dominos.jpg
Sunday, June 20, 2010
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Risk Homeostasis
Black Swan
Unknown unknowns
Change
Many small failures
Humans
Why Failure Happens
Source: http://www.librarian.net/talks/clc/CLC.key/SJ_Shoulder_Shrug.jpg
Sunday, June 20, 2010
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Sunday, June 20, 2010
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Sunday, June 20, 2010
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Not unusual
Polisherblocked
Source: http://www.gladwell.com/1996/1996_01_22_a_blowup.htm
Sunday, June 20, 2010
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Not unusual Not expected
Polisherblocked
Moisture leaks into air system
Source: http://www.gladwell.com/1996/1996_01_22_a_blowup.htm
Sunday, June 20, 2010
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Not unusual
Polisherblocked
Moisture leaks into air system
Flow of cold water stopped
Not expected Not good
Source: http://www.gladwell.com/1996/1996_01_22_a_blowup.htm
Sunday, June 20, 2010
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Not unusual
Polisherblocked
Moisture leaks into air system
Flow of cold water stopped
Not expectedBackup disabled
Source: http://www.gladwell.com/1996/1996_01_22_a_blowup.htm
Sunday, June 20, 2010
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Not unusual
Polisherblocked
Moisture leaks into air system
Flow of cold water stopped
Not expectedBackup disabled
Indicator blockedDoh!
Source: http://www.gladwell.com/1996/1996_01_22_a_blowup.htm
Sunday, June 20, 2010
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Not unusual
Polisherblocked
Moisture leaks into air system
Flow of cold water stopped
Not expectedBackup disabled
Indicator blocked
Relief valve broken
Doh!
Dammit
Source: http://www.gladwell.com/1996/1996_01_22_a_blowup.htm
Sunday, June 20, 2010
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Not unusual
Polisherblocked
Moisture leaks into air system
Flow of cold water stopped
Not expectedBackup disabled
Indicator blocked
Relief valve broken
Gauge broken
Doh!
Dammit
WTF
Source: http://www.gladwell.com/1996/1996_01_22_a_blowup.htm
Sunday, June 20, 2010
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Not unusual
Polisherblocked
Moisture leaks into air system
Flow of cold water stopped
Meltdown
Not expectedBackup disabled
Indicator blocked
Relief valve broken
Gauge broken
Doh!
Dammit
Source: http://www.gladwell.com/1996/1996_01_22_a_blowup.htm
Sunday, June 20, 2010
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Sunday, June 20, 2010
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Source: http://support.rightscale.com/09-Clouds/AWS/02-Amazon_EC2/Designing_Failover_Architectures_on_EC2/03-Advanced_Failover_Architecture
Sunday, June 20, 2010
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“accidental power failure”
Source: http://www.datacenterknowledge.com/archives/2010/06/16/power-failure-kos-intuit-sites-for-24-hours/
Sunday, June 20, 2010
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“traffic accident damaged a nearby utility transformer”
Source: http://www.datacenterknowledge.com/archives/2007/11/13/truck-crash-knocks-rackspace-offline/
Sunday, June 20, 2010
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“unfortunate code change”Source: http://www.datacenterknowledge.com/archives/2010/06/11/errant-code-change-crashes-10-million-blogs/
Sunday, June 20, 2010
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Sunday, June 20, 2010
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“Unhappy customers may get some attention, but unhappy networked customers can quickly impact your business”
-- Clay Shirky
Source: http://happenupon.files.wordpress.com/2009/02/technology-guru-clay-shir-001.jpg, http://scholarlykitchen.sspnet.org/2010/03/02/shirky-at-nfais-how-abundance-breaks-everything/
Sunday, June 20, 2010
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Sunday, June 20, 2010
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Sunday, June 20, 2010
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Sunday, June 20, 2010
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Sunday, June 20, 2010
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Sunday, June 20, 2010
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Sunday, June 20, 2010
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http://labs.webmetrics.com/crowdsourceduptimeSunday, June 20, 2010
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Sunday, June 20, 2010
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Sunday, June 20, 2010
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Sunday, June 20, 2010
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Sunday, June 20, 2010
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Recap
Sunday, June 20, 2010
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Your site will fail
Sunday, June 20, 2010
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Your site will fail+Downtime is bad
Sunday, June 20, 2010
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Your site will fail+Downtime is bad+Everyone will find out
Sunday, June 20, 2010
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Your site will fail+Downtime is bad+Everyone will find out=Screw it, I’ll become a lumberjack
Source: http://sbadrinath.files.wordpress.com/2009/03/different26rqcu3.jpg
Sunday, June 20, 2010
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“Embrace fear of outages and degradation. Use it to guide your architecture, your code, your infrastructure. So lean into it.”
-- John Allspaw, VP Tech. Ops at Etsy
Sunday, June 20, 2010
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Approach #2Prepare for downtime
Sunday, June 20, 2010
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Disclaimer: Try hard to avoid downtime
Sunday, June 20, 2010
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Learning by example...
Sunday, June 20, 2010
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Case Study #1Facebook
Sunday, June 20, 2010
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Sunday, June 20, 2010
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Sunday, June 20, 2010
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Sunday, June 20, 2010
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Sunday, June 20, 2010
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Sunday, June 20, 2010
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Sunday, June 20, 2010
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“The larger issue here isn't just that a portion of Facebook's platform has gone down - numerous web services have issues from time to time, including everything from Gmail to Twitter. An outage of this length, however, with no official communication from the company itself is disturbing.”
-- N.Y. Times
Sunday, June 20, 2010
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Downtime Disturbing
Sunday, June 20, 2010
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Sunday, June 20, 2010
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Case Study #2Google App Engine
Sunday, June 20, 2010
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Sunday, June 20, 2010
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Sunday, June 20, 2010
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Sunday, June 20, 2010
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Sunday, June 20, 2010
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Sunday, June 20, 2010
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Sunday, June 20, 2010
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Sunday, June 20, 2010
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Sunday, June 20, 2010
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Sunday, June 20, 2010
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Sunday, June 20, 2010
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Sunday, June 20, 2010
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Sunday, June 20, 2010
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Sunday, June 20, 2010
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Sunday, June 20, 2010
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Downtime Kudos
Google App Engine
Sunday, June 20, 2010
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Case Study #3Atlassian
Sunday, June 20, 2010
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Sunday, June 20, 2010
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Sunday, June 20, 2010
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Sunday, June 20, 2010
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Sunday, June 20, 2010
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Sunday, June 20, 2010
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Sunday, June 20, 2010
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Sunday, June 20, 2010
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Sunday, June 20, 2010
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Sunday, June 20, 2010
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Sunday, June 20, 2010
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Sunday, June 20, 2010
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Downtime
Atlassian
Bravo
Sunday, June 20, 2010
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Downtime:Opportunity to Build Trust
Sunday, June 20, 2010
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Downtime:Opportunity to Destroy Trust
Sunday, June 20, 2010
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How To: Prepare for Downtime
Sunday, June 20, 2010
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Something > Nothing
Sunday, June 20, 2010
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Upside of Downtime Framework 1.0
Oh crapLife is good That sucked
Time
Sunday, June 20, 2010
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Upside of Downtime Framework 1.0
CommunicatePrepare Explain
Time
Sunday, June 20, 2010
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Upside of Downtime Framework 1.0
CommunicatePrepare Explain
Time
Sunday, June 20, 2010
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Upside of Downtime Framework 1.0
CommunicatePrepare Explain
Time
Sunday, June 20, 2010
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Upside of Downtime Framework 1.0
CommunicatePrepare Explain
Time
Sunday, June 20, 2010
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CommunicatePrepare Explain
Sunday, June 20, 2010
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CommunicatePrepare Explain
1. Communication channel
Sunday, June 20, 2010
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1. Communication channel
Something is wrong
Can’t tell if it’s me or you
I’ll assume it’s you
You suck
CommunicatePrepare Explain
Sunday, June 20, 2010
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Something is wrong
Can’t tell if it’s me or you
I’ll assume it’s you
I know it’s youTell me when you’re back
You suck a lot less
CommunicatePrepare Explain
1. Communication channel
Sunday, June 20, 2010
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Sunday, June 20, 2010
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Sunday, June 20, 2010
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Sunday, June 20, 2010
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Sunday, June 20, 2010
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Sunday, June 20, 2010
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Sunday, June 20, 2010
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Sunday, June 20, 2010
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Sunday, June 20, 2010
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CommunicatePrepare Explain
1. Communication channel Easy to find
Sunday, June 20, 2010
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CommunicatePrepare Explain
1. Communication channel Easy to find
Hosted off-site
Sunday, June 20, 2010
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CommunicatePrepare Explain
1. Communication channel Easy to find
Hosted off-site
Real-time / automated
Sunday, June 20, 2010
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7 keys for public health dashboards
1. Must show current status for each “service”
2. Data must be accurate and timely
3. Must be easy to find
4. Must provide details for events in real time
5. Provide historical uptime and performance data
6. Provide a way to be notified of status changes
7. Provide details on the data is gathered
Source: http://www.transparentuptime.com/2008/11/rules-for-successful-public-health.html
Sunday, June 20, 2010
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CommunicatePrepare Explain
1. Communication channel Easy to find
Hosted off-site
Real-time / automated
2. Process
Sunday, June 20, 2010
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CommunicatePrepare Explain
1. Communication channel Easy to find
Hosted off-site
Real-time / automated
2. Process Authority
Sunday, June 20, 2010
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CommunicatePrepare Explain
1. Communication channel Easy to find
Hosted off-site
Real-time / automated
2. Process Authority
Mean-Time-To-Communicate (MTTC)
Sunday, June 20, 2010
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CommunicatePrepare Explain
1. Communication channel Easy to find
Hosted off-site
Real-time / automated
2. Process Authority
Mean-Time-To-Communicate (MTTC)
On-call/drills/escalations/etc.Sunday, June 20, 2010
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Your servers
Sunday, June 20, 2010
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Prepare ExplainCommunicate
1. Communicate
Sunday, June 20, 2010
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Prepare ExplainCommunicate
1. Communicate Use communication channel
Sunday, June 20, 2010
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Prepare ExplainCommunicate
1. Communicate Use communication channel
MTTC
Sunday, June 20, 2010
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Prepare ExplainCommunicate
1. Communicate Use communication channel
MTTC
Who/what is affected
Sunday, June 20, 2010
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Prepare ExplainCommunicate
1. Communicate Use communication channel
MTTC
Who/what is affected
When the incident started
Sunday, June 20, 2010
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Prepare ExplainCommunicate
1. Communicate Use communication channel
MTTC
Who/what is affected
When the incident started
ETA
Sunday, June 20, 2010
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Prepare ExplainCommunicate
1. Communicate Use communication channel
MTTC
Who/what is affected
When the incident started
ETA
Update regularly
Sunday, June 20, 2010
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Prepare ExplainCommunicate
1. Communicate Use communication channel
MTTC
Who/what is affected
When the incident started
ETA
Update regularly
2. Fix it!Sunday, June 20, 2010
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Phew, close one!
Sunday, June 20, 2010
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Prepare ExplainCommunicate
1. Postmortem
Sunday, June 20, 2010
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Prepare ExplainCommunicate
1. PostmortemAdmit failure
Source: http://en.blog.wordpress.com/2010/02/19/wp-com-downtime-summary/
Sunday, June 20, 2010
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Prepare ExplainCommunicate
1. PostmortemAdmit failure
Sound like a human
Source: http://www.bureauofcommunication.com/compose/apology
Sunday, June 20, 2010
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Prepare ExplainCommunicate
“We apologize for any inconvenience this may
have caused”
Sunday, June 20, 2010
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Prepare ExplainCommunicate
1. PostmortemAdmit failure
Sound like a human
Start time and end time
Source: https://groups.google.com/group/google-appengine/browse_thread/thread/a7640a2743922dcf
Sunday, June 20, 2010
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Prepare ExplainCommunicate
1. PostmortemAdmit failure
Sound like a human
Start time and end time
Who/what was impacted
Source: http://techcrunch.com/2009/11/02/large-scale-downtime-at-rackspace-cloud/
Sunday, June 20, 2010
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Prepare ExplainCommunicate
1. PostmortemAdmit failure
Sound like a human
Start time and end time
Who/what was impacted
What went wrong
Source: http://www.zendesk.com/2010/03/tuesday-double-whammy.html
Sunday, June 20, 2010
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Prepare ExplainCommunicate
1. PostmortemAdmit failure
Sound like a human
Start time and end time
Who/what was impacted
What went wrong
Lessons learned
Source: http://graysky.org/2010/02/downtime-postmortem/
Sunday, June 20, 2010
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Prepare ExplainCommunicate
1. PostmortemAdmit failure
Sound like a human
Start time and end time
Who/what was impacted
What went wrong
Lessons learned
Sunday, June 20, 2010
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Prepare ExplainCommunicate
“I was completely overwhelmed by the amount of positive feedback and support I received.”
Sunday, June 20, 2010
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Prepare ExplainCommunicate
1. PostmortemAdmit failure
Sound like a human
Start time and end time
Who/what was impacted
What went wrong
Lessons learned
2. Improve for the futureSunday, June 20, 2010
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“Google is not just saying sorry, they are actually implementing serious changes which probably represents millions of dollars of development to help make sure this doesn't happen again.”
Prepare ExplainCommunicate
Source: http://news.ycombinator.com/item?id=1168493
Sunday, June 20, 2010
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Prepare ExplainCommunicate
Source: https://groups.google.com/group/google-appengine/browse_thread/thread/a7640a2743922dcf
Sunday, June 20, 2010
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Prepare ExplainCommunicate
Be human
Sunday, June 20, 2010
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Prepare ExplainCommunicate
Be authentic
Sunday, June 20, 2010
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Prepare ExplainCommunicate
Be transparent
Sunday, June 20, 2010
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Prepare ExplainCommunicate
Accept responsibility
Sunday, June 20, 2010
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Prepare ExplainCommunicate
Learn and improve
Sunday, June 20, 2010
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Trust
Prepare ExplainCommunicate
Sunday, June 20, 2010
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CommunicatePrepare Explain1. Communication channel - Easy to find - Off-site - Real-time
2. Process - Give authority - M.T.T.C. - On-call/escalations
1. Communicate - Use channel - M.T.T.C. - Who/what affected - When started - ETA to resolution - Update regularly
2. Fix it!
1. Post-mortem - Admit failure - Sound like a human - Start time and end time - Who/what was impacted - What went wrong - Lessons learned
2. Learn and improve
Upside of Downtime Framework 1.0
Sunday, June 20, 2010
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CommunicatePrepare Explain1. Communication channel - Easy to find - Off-site - Real-time
2. Process - Give authority - M.T.T.C. - On-call/escalations
Upside of Downtime Framework 1.0
Be HumanBe TransparentBe Prepared + +
1. Post-mortem - Admit failure - Sound like a human - Start time and end time - Who/what was impacted - What went wrong - Lessons learned
2. Learn and improve
1. Communicate - Use channel - M.T.T.C. - Who/what affected - When started - ETA to resolution - Update regularly
2. Fix it!
Sunday, June 20, 2010
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CommunicatePrepare Explain1. Communication channel - Easy to find - Off-site - Real-time
2. Process - Give authority - M.T.T.C. - On-call/escalations
Upside of Downtime Framework 1.0
Be HumanBe TransparentBe Prepared + +
Trust=
1. Post-mortem - Admit failure - Sound like a human - Start time and end time - Who/what was impacted - What went wrong - Lessons learned
2. Learn and improve
1. Communicate - Use channel - M.T.T.C. - Who/what affected - When started - ETA to resolution - Update regularly
2. Fix it!
Sunday, June 20, 2010
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Disclaimer:Don’t screw up too often
Sunday, June 20, 2010
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Sunday, June 20, 2010
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Transparent Not Transparent
Caught
Not Caught
Downtime Prisoner’s Dilemma
Sunday, June 20, 2010
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Transparent Not Transparent
Caught
Not Caught Win
Downtime Prisoner’s Dilemma
Sunday, June 20, 2010
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Transparent Not Transparent
Caught
Not Caught
Big Loss
Win
Downtime Prisoner’s Dilemma
Sunday, June 20, 2010
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Transparent Not Transparent
Caught
Not Caught
Big Win Big Loss
Win
Downtime Prisoner’s Dilemma
Sunday, June 20, 2010
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Transparent Not Transparent
Caught
Not Caught
Big Win Big Loss
Win Win
Downtime Prisoner’s Dilemma
Sunday, June 20, 2010
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Transparent Not Transparent
Caught
Not Caught
Big Win Big Loss
Win Win
Downtime Prisoner’s Dilemma
Sunday, June 20, 2010
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BenefitsGain trust
Reduce churn, increase loyalty
Reduce support costs
Ability to control the message
Competitive advantage
More time to focus on the actual problem
Reduce stress
Sunday, June 20, 2010
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Change != Easy
Sunday, June 20, 2010
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Change != Impossible
Sunday, June 20, 2010
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Keys to Adoption
Getting past a culture of “hide the problem”
Sunday, June 20, 2010
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Keys to Adoption
Getting past a culture of “hide the problem”
Overriding commitment to want to improve
Sunday, June 20, 2010
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Keys to Adoption
Getting past a culture of “hide the problem”
Overriding commitment to want to improve
Available resources to improve
Sunday, June 20, 2010
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Keys to Adoption
Getting past a culture of “hide the problem”
Overriding commitment to want to improve
Available resources to improve
Pain
Sunday, June 20, 2010
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Keys to Adoption
Getting past a culture of “hide the problem”
Overriding commitment to want to improve
Available resources to improve
Pain
Buy-in
Sunday, June 20, 2010
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Product Management
Support
Sales/Marketing
Engineering/Operations
Sunday, June 20, 2010
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Product Management
Support
Default: Lets wait for complaints
Sales/Marketing
Engineering/Operations
Sunday, June 20, 2010
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Product Management
Support
Default: Lets wait for complaints
Reality: Proactiveness => Forgiveness
Sales/Marketing
Engineering/Operations
Sunday, June 20, 2010
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Product Management
Support
Reality: Proactiveness => Forgiveness
Default: Too much work
Sales/Marketing
Default: Lets wait for complaints
Engineering/Operations
Sunday, June 20, 2010
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Product Management
Support
Reality: Proactiveness => Forgiveness
Default: Too much work
Reality: More upfront, less when it matters
Sales/Marketing
Default: Lets wait for complaints
Engineering/Operations
Sunday, June 20, 2010
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Product Management
Support
Reality: Proactiveness => Forgiveness
Default: Too much work
Reality: More upfront, less when it matters
Default: Don’t want to look bad
Sales/Marketing
Default: Lets wait for complaints
Engineering/Operations
Sunday, June 20, 2010
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Engineering/Operations
Product Management
Support
Reality: Proactiveness => Forgiveness
Default: Too much work
Reality: More upfront, less when it matters
Default: Don’t want to look bad
Reality: Opportunity to learn/improve
Sales/Marketing
Default: Lets wait for complaints
Sunday, June 20, 2010
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Product Management
Support
Reality: Proactiveness => Forgiveness
Default: Too much work
Reality: More upfront, less when it matters
Default: Don’t want to look bad
Reality: Opportunity to learn/improve
Default: I don’t want my customers to knowSales/Marketing
Default: Lets wait for complaints
Engineering/Operations
Sunday, June 20, 2010
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Product Management
Support
Reality: Proactiveness => Forgiveness
Default: Too much work
Reality: More upfront, less when it matters
Default: Don’t want to look bad
Reality: Opportunity to learn/improve
Default: I don’t want my customers to know
Reality: They’ll find out, better from usSales/
Marketing
Default: Lets wait for complaints
Engineering/Operations
Sunday, June 20, 2010
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Product Management
Support
Reality: Proactiveness => Forgiveness
Default: Too much work
Reality: More upfront, less when it matters
Default: Don’t want to look bad
Reality: Opportunity to learn/improve
Default: I don’t want my customers to know
Reality: They’ll find out, better from usSales/
Marketing
Default: Lets wait for complaints
Engineering/Operations
Sunday, June 20, 2010
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Source: http://delicious.com/lennysan/healthdashboard
Sunday, June 20, 2010
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Simple as that!
Sunday, June 20, 2010
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Your site will still fail!
Sunday, June 20, 2010
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“The measure of a society is how well it transforms pain and suffering into something worthwhile.”
-- Fredrick Nietzsche
Sunday, June 20, 2010
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“The measure of a company is how well it transforms pain of downtime into something worthwhile.”
-- Lenny Rachitsky
Source: Original quote inspired by Fredrick Nietzsche
Sunday, June 20, 2010
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Bare minimum:Register a Twitter account
Sunday, June 20, 2010
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Lenny Rachitsky@lennysanhttp://www.transparentuptime.com/
Webmetrics/Neustar@webmetricshttp://www.webmetrics.com/
Slides: http://bit.ly/upside-of-downtime
Thank You
Sunday, June 20, 2010
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Bonus
Sunday, June 20, 2010
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Sunday, June 20, 2010
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Sunday, June 20, 2010
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CommunicatePrepare Explain1. Communication channel - Easy to find - Off-site - Real-time
2. Process - Give authority - M.T.T.C. - On-call/escalations
1. Communicate - Use channel - M.T.T.C. - Who/what affected - When started - ETA to resolution - Update regularly
2. Fix it!
1. Post-mortem - Admit failure - Sound like a human - Start time and end time - Who/what was impacted - What went wrong - Lessons learned
2. Learn and improve
Upside of Downtime Framework 1.0
Sunday, June 20, 2010
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CommunicatePrepare Explain1. Communication channel - Easy to find - Off-site - Real-time
2. Process - Give authority - M.T.T.C. - On-call/escalations
1. Communicate - Use channel - M.T.T.C. - Who/what affected - When started - ETA to resolution - Update regularly
2. Fix it!
1. Post-mortem - Admit failure - Sound like a human - Start time and end time - Who/what was impacted - What went wrong - Lessons learned
2. Learn and improve
Upside of Downtime Framework 1.0
Sunday, June 20, 2010
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CommunicatePrepare Explain1. Communication channel - Easy to find - Off-site - Real-time
2. Process - Give authority - M.T.T.C. - On-call/escalations
1. Communicate - Use channel - M.T.T.C. - Who/what affected - When started - ETA to resolution - Update regularly
2. Fix it!
1. Post-mortem - Admit failure - Sound like a human - Start time and end time - Who/what was impacted - What went wrong - Lessons learned
2. Learn and improve
Upside of Downtime Framework 1.0
Sunday, June 20, 2010
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CommunicatePrepare Explain1. Communication channel - Easy to find - Off-site - Real-time
2. Process - Give authority - M.T.T.C. - On-call/escalations
1. Communicate - Use channel - M.T.T.C. - Who/what affected - When started - ETA to resolution - Update regularly
2. Fix it!
1. Post-mortem - Admit failure - Sound like a human - Start time and end time - Who/what was impacted - What went wrong - Lessons learned
2. Learn and improve
Upside of Downtime Framework 1.0
"Unlikely that an accidental surface or subsurface oil spill would occur from the proposed activities"
-- Exploration and environmental impact plan
Source: http://en.wikipedia.org/wiki/Deepwater_Horizon_drilling_rig_explosion
Sunday, June 20, 2010
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CommunicatePrepare Explain1. Communication channel - Easy to find - Off-site - Real-time
2. Process - Give authority - M.T.T.C. - On-call/escalations
1. Communicate - Use channel - M.T.T.C. - Who/what affected - When started - ETA to resolution - Update regularly
2. Fix it!
1. Post-mortem - Admit failure - Sound like a human - Start time and end time - Who/what was impacted - What went wrong - Lessons learned
2. Learn and improve
Upside of Downtime Framework 1.0
Sunday, June 20, 2010
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CommunicatePrepare Explain1. Communication channel - Easy to find - Off-site - Real-time
2. Process - Give authority - M.T.T.C. - On-call/escalations
1. Communicate - Use channel - M.T.T.C. - Who/what affected - When started - ETA to resolution - Update regularly
2. Fix it!
1. Post-mortem - Admit failure - Sound like a human - Start time and end time - Who/what was impacted - What went wrong - Lessons learned
2. Learn and improve
Upside of Downtime Framework 1.0
Sunday, June 20, 2010
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CommunicatePrepare Explain1. Communication channel - Easy to find - Off-site - Real-time
2. Process - Give authority - M.T.T.C. - On-call/escalations
1. Communicate - Use channel - M.T.T.C. - Who/what affected - When started - ETA to resolution - Update regularly
2. Fix it!
1. Post-mortem - Admit failure - Sound like a human - Start time and end time - Who/what was impacted - What went wrong - Lessons learned
2. Learn and improve
Upside of Downtime Framework 1.0
Sunday, June 20, 2010
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CommunicatePrepare Explain1. Communication channel - Easy to find - Off-site - Real-time
2. Process - Give authority - M.T.T.C. - On-call/escalations
1. Communicate - Use channel - M.T.T.C. - Who/what affected - When started - ETA to resolution - Update regularly
2. Fix it!
1. Post-mortem - Admit failure - Sound like a human - Start time and end time - Who/what was impacted - What went wrong - Lessons learned
2. Learn and improve
Upside of Downtime Framework 1.0
Sunday, June 20, 2010
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CommunicatePrepare Explain1. Communication channel - Easy to find - Off-site - Real-time
2. Process - Give authority - M.T.T.C. - On-call/escalations
1. Communicate - Use channel - M.T.T.C. - Who/what affected - When started - ETA to resolution - Update regularly
2. Fix it!
1. Post-mortem - Admit failure - Sound like a human - Start time and end time - Who/what was impacted - What went wrong - Lessons learned
2. Learn and improve
Upside of Downtime Framework 1.0
Sunday, June 20, 2010
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CommunicatePrepare Explain1. Communication channel - Easy to find - Off-site - Real-time
2. Process - Give authority - M.T.T.C. - On-call/escalations
1. Communicate - Use channel - M.T.T.C. - Who/what affected - When started - ETA to resolution - Update regularly
2. Fix it!
1. Post-mortem - Admit failure - Sound like a human - Start time and end time - Who/what was impacted - What went wrong - Lessons learned
2. Learn and improve
Upside of Downtime Framework 1.0
Sunday, June 20, 2010
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CommunicatePrepare Explain1. Communication channel - Easy to find - Off-site - Real-time
2. Process - Give authority - M.T.T.C. - On-call/escalations
1. Communicate - Use channel - M.T.T.C. - Who/what affected - When started - ETA to resolution - Update regularly
2. Fix it!
1. Post-mortem - Admit failure - Sound like a human - Start time and end time - Who/what was impacted - What went wrong - Lessons learned
2. Learn and improve
Upside of Downtime Framework 1.0
Sunday, June 20, 2010
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CommunicatePrepare Explain1. Communication channel - Easy to find - Off-site - Real-time
2. Process - Give authority - M.T.T.C. - On-call/escalations
1. Communicate - Use channel - M.T.T.C. - Who/what affected - When started - ETA to resolution - Update regularly
2. Fix it!
1. Post-mortem - Admit failure - Sound like a human - Start time and end time - Who/what was impacted - What went wrong - Lessons learned
2. Learn and improve
Upside of Downtime Framework 1.0
Sunday, June 20, 2010
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“Be not afraid of transparency; some are born transparent, some achieve transparency, and others have transparency thrust upon them.”
-- Burrowed from William Shakespeare
Sunday, June 20, 2010
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Sunday, June 20, 2010
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Making change1. Find the bright spots - (this presentation has a bunch)
Sunday, June 20, 2010
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Making change1. Find the bright spots - (this presentation has a bunch)
2. Script the critical moves - (framework)
Sunday, June 20, 2010
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Making change1. Find the bright spots - (this presentation has a bunch)
2. Script the critical moves - (framework)
3. Point to the destination - (W.W.G.D.)
Sunday, June 20, 2010
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Making change1. Find the bright spots - (this presentation has a bunch)
2. Script the critical moves - (framework)
3. Point to the destination - (W.W.G.D.)
4. Find the feeling - (how would you feel?)
Sunday, June 20, 2010
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Making change1. Find the bright spots - (this presentation has a bunch)
2. Script the critical moves - (framework)
3. Point to the destination - (W.W.G.D.)
4. Find the feeling - (how would you feel?)
5. Shrink the change - (start small)
Sunday, June 20, 2010
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Making change1. Find the bright spots - (this presentation has a bunch)
2. Script the critical moves - (framework)
3. Point to the destination - (W.W.G.D.)
4. Find the feeling - (how would you feel?)
5. Shrink the change - (start small)
6. Grow your people - (everyone is learning as they go)
Sunday, June 20, 2010
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Making change1. Find the bright spots - (this presentation has a bunch)
2. Script the critical moves - (framework)
3. Point to the destination - (W.W.G.D.)
4. Find the feeling - (how would you feel?)
5. Shrink the change - (start small)
6. Grow your people - (everyone is learning as they go)
7. Tweak the environment - (create a simple process)
Sunday, June 20, 2010
![Page 228: The Upside of Downtime (Velocity 2010)](https://reader030.fdocuments.us/reader030/viewer/2022012813/54017a2d8d7f7292618b48d3/html5/thumbnails/228.jpg)
Making change1. Find the bright spots - (this presentation has a bunch)
2. Script the critical moves - (framework)
3. Point to the destination - (W.W.G.D.)
4. Find the feeling - (how would you feel?)
5. Shrink the change - (start small)
6. Grow your people - (everyone is learning as they go)
7. Tweak the environment - (create a simple process)
8. Build habits - (build process organically)
Sunday, June 20, 2010
![Page 229: The Upside of Downtime (Velocity 2010)](https://reader030.fdocuments.us/reader030/viewer/2022012813/54017a2d8d7f7292618b48d3/html5/thumbnails/229.jpg)
Making change1. Find the bright spots - (this presentation has a bunch)
2. Script the critical moves - (framework)
3. Point to the destination - (W.W.G.D.)
4. Find the feeling - (how would you feel?)
5. Shrink the change - (start small)
6. Grow your people - (everyone is learning as they go)
7. Tweak the environment - (create a simple process)
8. Build habits - (build process organically)
9. Rally the herd - (get buy in, rest will follow)
Sunday, June 20, 2010