The document discusses leadership's role in incident management and crisis situations. It emphasizes having tools, processes, and automation in place to handle small issues before they escalate. It stresses that crises require a team approach and leaders who are authorized to make important decisions. Leaders should communicate often, openly and honestly with their team during crises and empower the team to resolve issues.

1. Managing Fires
leadership’s role in incident management
@CrayZeigh

2. Aaron Aldrich @CrayZeigh
DevOps Consultant & Evangelist
Organizing @DevOpsCT &
DevOpsDays Hartford 2017
Cage Data, Inc.
cagedata.com/devops/
@CageData

3. use your tools for little fires
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4. context
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5. runbooks
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6. automation engines
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7. escalation
processes
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8. crisis requires a team and
leadership
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9. @CrayZeigh

10. @CrayZeigh

11. bestow
leadership
before
crisis
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12. crisis leaders should be authorized to make important
business decisions
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13. delegate authority as far as
possible
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14. Troubleshooting
101
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15. take it incrementally
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16. “Never let a serious crisis go to waste. What I mean
by that it’s an opportunity to do things you think
you could not do before.”
-Rahm Emanuel
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17. what will make it work?
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18. what will make it whole?
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19. “Brevity is the
soul of wit.
Specificity is the
soul of
narrative
[getting work
done]”
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20. make work
visible to all
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21. @CrayZeigh

22. leaders handle human
problems
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23. More on the plate,
less on the mind
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24. manage your bench
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25. make sure team
members are available
to make substitutions
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26. tell people to stop
working and get
rest
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27. @CrayZeigh

28. public communication
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29. communicate quickly
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30. communicate
often
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31. be open
and honest
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32. honesty is
rewarded
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33. empower your team,
remove barriers
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34. Thanks!
this is fine.@CrayZeigh