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Já encontrou
algum problema
grave em um
software?
Nunca
enfrentou algum
problema grave
em um
software?
INCIDENTE
agora o negócio ficou sério!
E u a j u d o e m p r e s a s
d e T I a m e l h o r a r e m a
q u a l i d a d e d o s e u
p r o d u t o .
CALIFORNIA ORGANIC FARMING
EST 1995
QA
CALIFORNIA ORGANIC FARMING
danielle-moreira-093562a2
danielle.alexandre@resultadosdigitais.com.br
Interrupção
inesperada ou
redução na
qualidade de um
serviço de TI.
EVERYTHING FAILS
ALL THE TIME
Werner Vogels (Amazon, CTO)
Show me the
incidents
Rápido
Menor impacto
nos clientes
Aprender
Repetir erros
PLANO DE
TRATAMENTO DE
INCIDENTE
IDENTIFIQUE O
PROBLEMA
01
.
CRITÉRIOS GERAIS
1 Downtime do sistema
2
3
4
5
Degradação de um indicador
Perda de dados de qualquer tipo
Indisponibilidade de um dos serviços
de terceiros
Defeito impeditivo no fluxo principal
CRIE UM CANAL DE
COMUNICAÇÃO INTERNO
COMUNIQUE O
CLIENTE
02
A CONFIANÇA É
O REFLEXO DO
CONHECIMENTO.
PÁGINA DE
STATUS
- Investigando
- Identificado
- Monitorando
- Resolvido
- Funcionalidades
afetadas
- Detalhamento do
incidente
- Em operação
- Performance
degradada
- Interrupção
parcial do serviço
- Interrupção do
serviço
- Incidente de
segurança
ESTADO ATUAL DESCRIÇÃO STATUS
RESOLVA O
INCIDENTE
02
SOLUÇÃO
1 Conter
2
3
Contornar
Corrigir
EXECUTE
04APRENDA
03
POST-MORTEM
1 SEMANA APÓS A
RESOLUÇÃO DO INCIDENTE
ANÁLISE DA CAUSA RAIZ
PASSOS PARA AVALIAR,
DIAGNOSTICAR E RESOLVER
LINHA DO TEMPO DAS
ATIVIDADES
RESUMO DE ALTO NÍVEL
APRENDIZADOS E PRÓXIMOS PASSOS
POST-MORTEM
Template
PLANO DE AÇÃO
A Ç Õ E S D E
P R E V E N Ç Ã O
R E S P O N S Á V E L
D A T A D E
R E S O L U Ç Ã O
PROCESSO VISUAL
OBRIGADA!
Um erro se torna uma boa lição se escolhemos aprender com ele.
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Problemas em software e incidentes de TI