Agile Application Lifecycle Management: Using DevOps to Drive Process Improvement by Bob Aiello & Leslie Sachs

Author:Bob Aiello & Leslie Sachs
Language: eng
Format: azw3, mobi
Publisher: Pearson Education
Published: 2016-05-31T21:00:00+00:00

10.13 Problems and Escalation

Problems are generally distinguished from incidents by the need for root-cause analysis and often an escalation to include additional resources. We see many situations where the incident response team just does not have sufficient expertise and resources to address serious problems. Escalation may require that the developers who wrote the code participate in the problem resolution process, assuming they are still available. There are also many situations where third-party providers might need to be involved as well. Generally, we like to record problem investigation sessions so that we can review steps taken and consider ways to improve our processes later.

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