Thank you! Funny timing… been chewing on the same question. My hunch is severity's a coordination signal we keep asking to do measurement work it can't. What’s your take?
From one side, human brain needs categorisation to comprehend information better, from another hand, the moment we "bucket" something - information or even people by certain criteria, we are at the risk of missing other aspects, as well as getting into the unnecessary semantic wars over what (or who) belongs in which bucket.
Practically, I think that every org/team should choose it's own categorisation, based on what is their goal - if they want to minimize customer impact, then it should be (roughly speaking) CusomterImpact1, CustomerImpact2. and have a bunch of other labels too - not one single number. But really @adhorn put it better, I just can't find his article , or he hasn't published it yet - I'll post it when I find it :)))
Likewise - I'm very fresh to this whole social deal, but it's a shot in the arm to be amongst all these smart people and soaking in the knowledge. It's invigorating.
Interesting, we were just talking with @adhorn about severity and categorisation of incidents in general - if severity is even the "right" measure.
Also - awesome graphics across posts!!
Thank you! Funny timing… been chewing on the same question. My hunch is severity's a coordination signal we keep asking to do measurement work it can't. What’s your take?
From one side, human brain needs categorisation to comprehend information better, from another hand, the moment we "bucket" something - information or even people by certain criteria, we are at the risk of missing other aspects, as well as getting into the unnecessary semantic wars over what (or who) belongs in which bucket.
Practically, I think that every org/team should choose it's own categorisation, based on what is their goal - if they want to minimize customer impact, then it should be (roughly speaking) CusomterImpact1, CustomerImpact2. and have a bunch of other labels too - not one single number. But really @adhorn put it better, I just can't find his article , or he hasn't published it yet - I'll post it when I find it :)))
That makes a lot of sense and is a noble idea.
The only part I'd caution is that the moment classification touches incentives or blame, the labels will start getting chosen politically.
here's the article I was referring to on the topic
https://substack.com/@adhorn/note/c-260134341?r=6ikndf
Thank you! Was reading it with my morning coffee…. I even see mention of some work we did at Atlassian around peak and current severity ;)
I'm enjoying the fact that finally algorithms of social network are connecting me with thoughtful people, who happen to think about same topics 😊
Likewise - I'm very fresh to this whole social deal, but it's a shot in the arm to be amongst all these smart people and soaking in the knowledge. It's invigorating.