Brent Chapman
Great Circle Associates
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Latest posts
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Why incident resolution time isn’t something you should target
Most incident management programs eventually face the same question from leadership: what should our resolution time target be? The reasoning is intuitive. The company is investing in the practice; leadership wants to know it’s working. And resolution time feels like the obvious…
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Post-incident action items don’t deserve special treatment
Post-incident action items (even those marked P0) often sit untouched for months. Here's why that happens, and how to fix it: better problem statements, the team's regular backlog, and a written record when an item gets deferred.
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Stop paging on how your machines feel
Many companies are frustrated that their customers find outages before their monitoring does. The problem is usually that they're paging on infrastructure metrics like CPU and disk, because those are easy to measure. The metrics worth paging on are the ones that tell you what…
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What managing emergencies at Burning Man teaches me about incident management in tech
Every summer, I spend two weeks helping run emergency dispatch at Burning Man. Many of the practices the public safety world takes for granted adapt readily to software incident response, but they're often unfamiliar to engineering teams.
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How senior leaders disrupt incidents just by showing up
A senior leader who joins an incident channel and says nothing still changes the room. The disruption isn't caused by anything they do. It's caused by what they are.
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When declaring an incident becomes everyone’s favorite workaround
When teams start declaring incidents for their side effects (e.g., deployment unfreezes, resource prioritization, or cross-functional coordination), that tells you something important about what's missing from your normal processes.