Chapter 5

Is this a new incident, or an unpaid old one?

Sự cố này mới, hay là món nợ từ lần trước?

The chapter's question

Which errors have happened more than once in my system?

Big idea

A repeated incident is a sign the follow-up from last time was never done.

In this chapter

  1. Part 5.1

    The Incident Log

    Does my company have one place where every incident is recorded?

  2. Part 5.2

    Counting by Type

    Which kind of incident takes the most time to handle?

  3. Part 5.3

    Unfinished Fixes

    How many follow-up actions from previous incidents are still open?

  4. Part 5.4

    Time to Recover

    Is my average recovery time getting shorter or longer?

The reading for this chapter is inside Conan School

This chapter has 4 readings, with case stories and exercises. Chapter 1 of The Two A.M. Incident is free to read right here.

Read in Conan School

Chapters of The Two A.M. Incident

  1. 1.Why do customers find our outages before we do?
  2. 2.Mid-outage, should we hunt for the cause first?
  3. 3.Can you trust your own judgment at 2 a.m.?
  4. 4.Does finding who's to blame make systems safer?
  5. 5.Is this a new incident, or an unpaid old one?