Michael Churchman started as a scriptwriter, editor, and producer during the anything-goes early years of the game industry. He spent much of the 90s in the high-pressure bundled software industry, where the move from waterfall to faster release was well under way, and near-continuous release cycles and automated deployment were already de facto standards. During that time he developed a semi-automated system for managing localization in over fifteen languages. For the past ten years, he has been involved in the analysis of software development processes and related engineering management issues.
"How can we reduce incident resolution time? Our MTTR numbers are dragging us down!" If you find yourself shouting this question at the sky, you're hardly alone. It's a chronic support...Read More
It generally pays to look beyond labels, such as "incident management" (which usually means much more than receiving and responding to alerts). Consider, for example, the relationship between incidents and...Read More