Summary
This article challenges the common engineering leadership assumption that a rise in reported incidents signifies declining system reliability. Instead, it proposes that an increase in incident counts can often be a positive indicator, suggesting an improvement in an organization's incident management culture, according to a recent piece from Great Circle by Craig Risi.
Why It Matters
A technical IT operations leader should read this article because it offers a crucial paradigm shift in how incident metrics are interpreted. By understanding that more reported incidents might reflect a healthier, more transparent incident management culture rather than a failing system, leaders can avoid misinterpreting data and making counterproductive decisions. This perspective can help them foster an environment where reporting is encouraged, leading to better identification of underlying issues, more effective problem-solving, and ultimately, a more resilient and reliable IT infrastructure. It encourages a focus on process and culture improvement over simply trying to suppress incident numbers.
