Incidents
"The problem is not the problem. The problem is your attitude about the problem"
- Captain Jack Sparrow (Movie: Pirates of the Caribbean)
Proper treatment of incidents is key both for developing the desired customer experience and to achieve operational excellence.
Incidents and issues are often treated as problems, in worst case treated by a separate operations team with resolution rate and resolution time used as KPI's. For any organisation that has an ambition to be a digital leader this must change on all levels down to the individual developer.
An incident or problem report is an opportunity to learn and get a new perspective on some aspect of the system being maintained. The information in the incident is to be treated as gold to be spent on improvements, somebody cares enough to spend their time to help you improve the system. The goal of an incident is not to fix the issue and make the reporting customer happy, the goal must be to reduce this friction for ever and make every customer better off.
Jack Sparrow
- Captain Jack Sparrow (Movie: Pirates of the Caribbean)
Proper treatment of incidents is key both for developing the desired customer experience and to achieve operational excellence.
Incidents and issues are often treated as problems, in worst case treated by a separate operations team with resolution rate and resolution time used as KPI's. For any organisation that has an ambition to be a digital leader this must change on all levels down to the individual developer.
An incident or problem report is an opportunity to learn and get a new perspective on some aspect of the system being maintained. The information in the incident is to be treated as gold to be spent on improvements, somebody cares enough to spend their time to help you improve the system. The goal of an incident is not to fix the issue and make the reporting customer happy, the goal must be to reduce this friction for ever and make every customer better off.
This quote might be inspired by this; "Problems are not the problem; coping is the problem." - Virginia Satir (https://en.wikipedia.org/wiki/Virginia_Satir)
Jack Sparrow
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