Human Factors in Complex Systems with Casey Rosenthal and John Allspaw
Google SRE Prodcast
Rethinking Incident Metrics
This chapter examines the pitfalls of using severity levels and metrics like MTTR in incident management, highlighting how these can misrepresent incidents and impair operational efficiency. It advocates for a shift in focus from easily quantifiable action items to a deeper understanding of customer impact and strategic resource allocation.
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