diff --git a/.github/workflows/release.yaml b/.github/workflows/release.yaml new file mode 100644 index 0000000..112a177 --- /dev/null +++ b/.github/workflows/release.yaml @@ -0,0 +1,40 @@ +on: + push: + paths-ignore: + - ".github/**" + - "!.github/workflows/release.yaml" + branches: + - master +name: 🚀 Deploy website on push +jobs: + web-deploy: + name: 🎉 Deploy + runs-on: ubuntu-latest + steps: + - uses: actions/checkout@v4 + with: + fetch-depth: 0 + submodules: true + - uses: actions/setup-python@v5 + with: + python-version: 3.x + - run: echo "cache_id=$(date --utc '+%V')" >> $GITHUB_ENV + - uses: actions/cache@v4 + with: + key: mkdocs-material-${{ env.cache_id }} + path: .cache + restore-keys: | + mkdocs-material- + - run: pip install -r requirements.txt + # - run: cd mkdocs-theme-pagerduty && python3 setup.py install + - run: mkdocs build --clean + - name: 📂 Sync files + uses: SamKirkland/FTP-Deploy-Action@v4.3.5 + with: + server: ${{ secrets.FTPS_SERVER }} + username: ${{ secrets.FTPS_USERNAME }} + password: ${{ secrets.FTPS_PASSWORD }} + protocol: ftps + port: 21 + local-dir: site/ + server-dir: opsguides/postmortems/ diff --git a/docs/culture/accountability.md b/docs/culture/accountability.md index 0a73f8a..f55b185 100644 --- a/docs/culture/accountability.md +++ b/docs/culture/accountability.md @@ -1,21 +1,21 @@ --- cover: -description: A successful postmortem process is based on a culture of honesty, learning, and accountability. Culture change requires management buy-in, but you can lead culture change no matter your role. This guide describes common challenges faced in building a culture of continuous learning through postmortems and strategies for overcoming these challenges. +description: 成功するポ゚トãƒĸãƒŧテムプロã‚ģ゚は、čĒ åŽŸã•ã€å­Ļįŋ’、そしãĻčĒŦ明č˛Ŧäģģぎ文化ãĢåŸēãĨいãĻいぞす。文化ぎ変靊ãĢはįĩŒå–ļé™ŖãŽčŗ›åŒãŒåŋ…čĻã§ã™ãŒã€ã‚ãĒたぎåŊšå‰˛ãĢé–ĸわらず文化ぎ変靊をãƒĒãƒŧドすることができぞす。こぎã‚Ŧイドでは、ポ゚トãƒĸãƒŧテムを通じたįļ™įļšįš„å­Ļįŋ’ãŽæ–‡åŒ–ã‚’æ§‹į¯‰ã™ã‚‹éš›ãĢį›´éĸする一čˆŦįš„ãĒčĒ˛éĄŒã¨ã€ãã‚Œã‚‰ã‚’å…‹æœã™ã‚‹ãŸã‚ãŽæˆĻį•ĨãĢついãĻčĒŦ明しぞす。 --- ![Accountability](../assets/img/headers/Postmortems-Accountability.png) -Information sharing and transparency also support an environment that cultivates accountability. A common challenge to effective postmortems is that, after analyzing the incident and creating action items to prevent recurrence, information sharing to increase transparency is never done. +æƒ…å ąå…ąæœ‰ã¨é€æ˜Žæ€§ã¯ã€čĒŦ明č˛Ŧäģģīŧˆaccountabilityīŧ‰ã‚’č‚˛ã‚€į’°åĸƒã‚’ã‚ĩポãƒŧトしぞす。ポ゚トãƒĸãƒŧテムぎ劚果をäŊŽæ¸›ã•せるよくあるčĒ˛éĄŒã¨ã—ãĻã€ã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆã‚’åˆ†æžã—å†į™ēã‚’é˜˛ããŸã‚ãŽã‚ĸã‚¯ã‚ˇãƒ§ãƒŗã‚ĸイテムをäŊœæˆã—た垌、透明性をéĢ˜ã‚ã‚‹ãŸã‚ãŽæƒ…å ąå…ąæœ‰ãŒčĄŒã‚ã‚ŒãĒいことがありぞす。 -Start by setting a policy for when postmortem action items should be completed. At PagerDuty, high-priority action items needed to prevent a Sev-1 incident from recurring should be completed within 15 days after an incident. Action items from a Sev-2 incident should be addressed within 30 days. Communicate this expectation to all of engineering and make sure it is documented for future reference. +ぞず、ポ゚トãƒĸãƒŧテムぎã‚ĸã‚¯ã‚ˇãƒ§ãƒŗã‚ĸイテムがいつ厌äē†ã™ãšãã‹ãŽãƒãƒĒã‚ˇãƒŧã‚’č¨­åŽšã—ãžã™ã€‚PagerDutyでは、Sev-1ã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆãŽå†į™ēã‚’é˜˛ããŽãĢåŋ…čρãĒé̘å„Ē先åēĻぎã‚ĸã‚¯ã‚ˇãƒ§ãƒŗã‚ĸã‚¤ãƒ†ãƒ ã¯ã€ã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆåžŒ15æ—ĨäģĨ内ãĢ厌äē†ã™ã‚‹åŋ…čĻãŒã‚ã‚Šãžã™ã€‚Sev-2ã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆã‹ã‚‰ãŽã‚ĸã‚¯ã‚ˇãƒ§ãƒŗã‚ĸイテムは30æ—ĨäģĨ内ãĢ寞å‡Ļするåŋ…čĻãŒã‚ã‚Šãžã™ã€‚ã“ãŽæœŸåž…å€¤ã‚’ã‚¨ãƒŗã‚¸ãƒ‹ã‚ĸãƒĒãƒŗã‚°įĩ„įš”å…¨äŊ“ãĢäŧãˆã€å°†æĨįš„ãĢã‚‚å‚į…§ã§ãã‚‹ã‚ˆã†æ–‡æ›¸åŒ–ã—ãĻください。 -For action items to get done, they must have clear owners. Because we are an Agile and DevOps shop, the cross-functional teams responsible for the affected service are also responsible for implementing improvements expected to reduce the likelihood of failure. Engineering leadership helps clarify what parts of the system each team owns and sets expectations for which teams own new development and operational improvements. Ownership designations are communicated across the organization so all teams understand who owns what and ownership gaps can be identified. **As always, document this information for future reference and new hires.** Any uncertainty about ownership of an incident's action items are discussed in the postmortem meeting with representatives for all teams that may own the action item. +ã‚ĸã‚¯ã‚ˇãƒ§ãƒŗã‚ĸã‚¤ãƒ†ãƒ ãŒåŽŸčĄŒã•ã‚Œã‚‹ãŸã‚ãĢは、明įĸēãĒã‚Ēãƒŧナãƒŧがåŋ…čĻã§ã™ã€‚į§ãŸãĄã¯ã‚ĸã‚¸ãƒŖã‚¤ãƒĢとDevOpsぎįĩ„įš”ã§ã‚ã‚‹ãŸã‚ã€åŊąéŸŋを受けたã‚ĩãƒŧビ゚を担åŊ“するæ¨Ē断チãƒŧãƒ ã‚‚ã€éšœåŽŗãŽå¯čƒŊ性を減らすとčĻ‹čžŧãžã‚Œã‚‹æ”šå–„ãŽåŽŸčŖ…ã‚’æ‹…åŊ“ã—ãžã™ã€‚ã‚¨ãƒŗã‚¸ãƒ‹ã‚ĸãƒĒãƒŗã‚°ãŽãƒĒãƒŧダãƒŧé™Ŗã¯ã€å„ãƒãƒŧãƒ ãŒã‚ˇã‚šãƒ†ãƒ ãŽãŠãŽéƒ¨åˆ†ã‚’æ‰€æœ‰ã—ãĻいるかを明įĸēãĢし、新čĻé–‹į™ēã¨é‹į”¨æ”šå–„ã‚’æ‹…åŊ“するチãƒŧムãĢå¯žã™ã‚‹æœŸåž…å€¤ã‚’č¨­åŽšã—ãžã™ã€‚ã‚Ēãƒŧナãƒŧã‚ˇãƒƒãƒ—ãŽæŒ‡åŽšã¯įĩ„įš”å…¨äŊ“ãĢäŧãˆã‚‰ã‚Œã€čĒ°ãŒäŊ•を所有しãĻいるぎかをすずãĻぎチãƒŧãƒ ãŒį†č§Ŗã—ã€ã‚Ēãƒŧナãƒŧã‚ˇãƒƒãƒ—ãŽčĒč­˜ãĢã‚ŽãƒŖãƒƒãƒ—ãŒã‚ã‚Œã°į‰šåŽšã§ãã‚‹ã‚ˆã†ãĢしぞす。**例ãĢã‚ˆãŖãĻ、新たãĢチãƒŧムãĢåŠ ã‚ã‚‹ãƒĄãƒŗãƒãƒŧぎためãĢ、将æĨįš„ãĢã‚‚å‚į…§ã§ãã‚‹ã‚ˆã†ã“ãŽæƒ…å ąã‚’æ–‡æ›¸åŒ–ã—ãĻください。**ã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆãŽã‚ĸã‚¯ã‚ˇãƒ§ãƒŗã‚ĸイテムぎã‚Ēãƒŧナãƒŧã‚ˇãƒƒãƒ—ãĢ不įĸē原ãĒところがあれば、ポ゚トãƒĸãƒŧテムミãƒŧãƒ†ã‚Ŗãƒŗã‚°ãĢおいãĻ、ã‚ĸã‚¯ã‚ˇãƒ§ãƒŗã‚ĸイテムを所有する可čƒŊ性ぎあるすずãĻぎチãƒŧムぎäģŖčĄ¨č€…ã¨ãŽé–“ã§č­°čĢ–ã—ãžã™ã€‚ -We have also seen improved accountability for completing action items by involving the leaders responsible (product managers and engineering managers) for prioritizing a team's work in the postmortem meeting. Product managers are responsible for defining a good customer experience. Incidents cause a poor customer experience. Engage product managers in postmortem discussions by explaining that it will provide a wider picture of threats to customer experience and ideas on how to improve that experience. Doing so gives engineering a chance to explain the importance of these action items so that product managers will prioritize the work accordingly. Similarly, getting engineering leadership more involved in postmortem discussions gives them a better understanding of system weaknesses to inform how and where they should invest technical resources. Sharing this context with the leaders that prioritize work allows them to support the team's effort to quickly complete high-priority action items from incident analysis. +ぞた、チãƒŧムぎäŊœæĨ­ãŽå„Ē先順äŊäģ˜ã‘ã‚’æ‹…åŊ“するãƒĒãƒŧダãƒŧīŧˆãƒ—ロダクトマネãƒŧã‚¸ãƒŖãƒŧã¨ã‚¨ãƒŗã‚¸ãƒ‹ã‚ĸãƒĒãƒŗã‚°ãƒžãƒãƒŧã‚¸ãƒŖãƒŧīŧ‰ã‚’ポ゚トãƒĸãƒŧテムミãƒŧãƒ†ã‚Ŗãƒŗã‚°ãĢ参加させることで、ã‚ĸã‚¯ã‚ˇãƒ§ãƒŗã‚ĸイテムぎ厌äē†ãĢ寞するčĒŦ明č˛Ŧäģģが向上しぞす。プロダクトマネãƒŧã‚¸ãƒŖãƒŧãĢã¯ã€ã‚ˆã„éĄ§åŽĸäŊ“é¨“ã‚’åŽšįžŠã™ã‚‹č˛ŦäģģãŒã‚ã‚Šãžã™ã€‚ã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆã¯éĄ§åŽĸäŊ“験をæ‚Ē化させぞす。ポ゚トãƒĸãƒŧãƒ†ãƒ ãŽč­°čĢ–ãĢプロダクトマネãƒŧã‚¸ãƒŖãƒŧãĢ参加しãĻã‚‚ã‚‰ã„ã€éĄ§åŽĸäŊ“験ãĢå¯žã™ã‚‹č„…å¨ã¨ããŽäŊ“é¨“ã‚’æ”šå–„ã™ã‚‹æ–šæŗ•ãĢついãĻよりåēƒã„čĻ–į‚šã‚’æäž›ã—ãĻもらいぞす。これãĢã‚ˆãŖãĻã€ã‚¨ãƒŗã‚¸ãƒ‹ã‚ĸãƒĒãƒŗã‚°ã¯ã“ã‚Œã‚‰ãŽã‚ĸã‚¯ã‚ˇãƒ§ãƒŗã‚ĸイテムぎ重čĻæ€§ã‚’čĒŦ明し、プロダクトマネãƒŧã‚¸ãƒŖãƒŧがそれãĢåŋœã˜ãĻäŊœæĨ­ãŽå„Ē先順äŊã‚’äģ˜ã‘ることができぞす。同様ãĢã€ã‚ˆã‚Šå¤šããŽã‚¨ãƒŗã‚¸ãƒ‹ã‚ĸãƒĒãƒŗã‚°ãŽãƒĒãƒŧダãƒŧé™Ŗã‚’ãƒã‚šãƒˆãƒĸãƒŧãƒ†ãƒ ãŽč­°čĢ–ãĢå‚åŠ ã•ã›ã‚‹ã“ã¨ã§ã€æŠ€čĄ“ãƒĒã‚Ŋãƒŧ゚をおこへおぎようãĢæŠ•čŗ‡ã™ãšãã‹ãŽåˆ¤æ–­ãĢつãĒがるようãĒã€ã‚ˇã‚šãƒ†ãƒ ãŽåŧąį‚šãĢé–ĸã™ã‚‹į†č§Ŗã‚’æˇąã‚ã‚‹ã“ã¨ãŒã§ããžã™ã€‚ã“ãŽæ–‡č„ˆã‚’äŊœæĨ­ãŽå„Ē先順äŊäģ˜ã‘ã‚’čĄŒã†ãƒĒãƒŧダãƒŧã¨å…ąæœ‰ã™ã‚‹ã“ã¨ã§ã€ã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆåˆ†æžã‹ã‚‰į™ēį”Ÿã—ãŸé̘å„Ē先åēĻぎã‚ĸã‚¯ã‚ˇãƒ§ãƒŗã‚ĸイテムをčŋ…速ãĢ厌äē†ã§ãã‚‹ã‚ˆã†ã€ãƒãƒŧムぎ取りįĩ„ãŋを支援できぞす。 -Finally, ensure postmortem action items are discoverable and regularly viewed. Document postmortem action items as you would any other task. The list of action items from an incident analysis should not only live in your postmortem document. Open tickets in your task management tool, within the project of the team that will own the action item, so it can be viewed alongside all other planned work. We label all tickets with the severity level (Sev-1, Sev-2, etc.) and a date tag (YYYYMMDD) so we can easily query tickets that came from specific incidents and build reporting for the number of open tickets from major incidents. +最垌ãĢ、ポ゚トãƒĸãƒŧテムぎã‚ĸã‚¯ã‚ˇãƒ§ãƒŗã‚ĸイテムをčĻ‹ã¤ã‘ã‚„ã™ãã€åŽšæœŸįš„ãĢįĸēčĒã§ãã‚‹ã‚ˆã†ãĢしãĻおきぞす。ポ゚トãƒĸãƒŧテムぎã‚ĸã‚¯ã‚ˇãƒ§ãƒŗã‚ĸイテムをäģ–ぎã‚ŋ゚クと同様ãĢæ–‡æ›¸åŒ–ã—ãžã—ã‚‡ã†ã€‚ã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆåˆ†æžã‹ã‚‰į™ēį”Ÿã—ãŸã‚ĸã‚¯ã‚ˇãƒ§ãƒŗã‚ĸイテムぎãƒĒ゚トは、ポ゚トãƒĸãƒŧテムぎ文書ãĢぎãŋ記čŧ‰ã—ãĻおくだけでは十分ではありぞせん。ã‚ŋã‚šã‚¯įŽĄį†ãƒ„ãƒŧãƒĢã§ãƒã‚ąãƒƒãƒˆã‚’ã‚Ēãƒŧãƒ—ãƒŗã—ã€ã‚ĸã‚¯ã‚ˇãƒ§ãƒŗã‚ĸイテムを所有するチãƒŧムぎプロジェクト内ãĢ配įŊŽã—ãĻ、äģ–ãĢã‚‚č¨ˆį”ģされたすずãĻぎäŊœæĨ­ã¨ä¸€įˇ’ãĢ襨į¤ēできるようãĢしぞす。すずãĻãŽãƒã‚ąãƒƒãƒˆãĢ重大åēĻãƒŦベãƒĢīŧˆSev-1、Sev-2ãĒおīŧ‰ã¨æ—Ĩäģ˜ã‚ŋグīŧˆYYYYMMDDīŧ‰ã‚’äģ˜ã‘ãĻã€į‰šåŽšãŽã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆã‹ã‚‰ãŽãƒã‚ąãƒƒãƒˆã‚’åŽšæ˜“ãĢį…§äŧšã—、重大ãĒã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆčĩˇį‚šã§ã‚Ēãƒŧãƒ—ãƒŗã—ãĻã„ã‚‹ãƒã‚ąãƒƒãƒˆãŽæ•°ãŽãƒŦポãƒŧトをäŊœæˆã§ãã‚‹ã‚ˆã†ãĢしぞす。 -!!! info "Key Takeaways" - - Set a policy for postmortem action items: e.g. 15 days for Sev-1 action items, 30 days for Sev-2 action items. - - Clarify ownership of postmortem action items. - - Engage the leaders that prioritize work. - - Open tickets for postmortem action items in your work management ticketing system. +!!! info "重čρãĒãƒã‚¤ãƒŗãƒˆ" + - ポ゚トãƒĸãƒŧテムぎã‚ĸã‚¯ã‚ˇãƒ§ãƒŗã‚ĸイテムぎポãƒĒã‚ˇãƒŧã‚’č¨­åŽšã™ã‚‹ã“ã¨īŧšäž‹ãˆã°ã€Sev-1ã‚ĸã‚¯ã‚ˇãƒ§ãƒŗã‚ĸイテムは15æ—ĨäģĨ内、Sev-2ã‚ĸã‚¯ã‚ˇãƒ§ãƒŗã‚ĸイテムは30æ—ĨäģĨ内。 + - ポ゚トãƒĸãƒŧテムぎã‚ĸã‚¯ã‚ˇãƒ§ãƒŗã‚ĸイテムぎã‚Ēãƒŧナãƒŧã‚ˇãƒƒãƒ—ã‚’æ˜ŽįĸēãĢすること。 + - äŊœæĨ­ãŽå„Ē先順äŊäģ˜ã‘ã‚’čĄŒã†ãƒĒãƒŧダãƒŧを参加させること。 + - ポ゚トãƒĸãƒŧテムぎã‚ĸã‚¯ã‚ˇãƒ§ãƒŗã‚ĸã‚¤ãƒ†ãƒ ãŽãƒã‚ąãƒƒãƒˆã‚’ã€ã‚ŋã‚šã‚¯įŽĄį†ã‚ˇã‚šãƒ†ãƒ ã§ã‚Ēãƒŧãƒ—ãƒŗã™ã‚‹ã“ã¨ã€‚ diff --git a/docs/culture/blameless.md b/docs/culture/blameless.md index 907c55b..783ed08 100644 --- a/docs/culture/blameless.md +++ b/docs/culture/blameless.md @@ -1,56 +1,55 @@ --- cover: -description: A successful postmortem process is based on a culture of honesty, learning, and accountability. Culture change requires management buy-in, but you can lead culture change no matter your role. This guide describes common challenges faced in building a culture of continuous learning through postmortems and strategies for overcoming these challenges. +description: 成功するポ゚トãƒĸãƒŧテムプロã‚ģ゚は、čĒ åŽŸã•ã€å­Ļįŋ’、そしãĻčĒŦ明č˛Ŧäģģぎ文化ãĢåŸēãĨいãĻいぞす。文化ぎ変靊ãĢはįĩŒå–ļé™ŖãŽčŗ›åŒãŒåŋ…čĻã§ã™ãŒã€ã‚ãĒたぎåŊšå‰˛ãĢé–ĸわらず文化ぎ変靊をãƒĒãƒŧドすることができぞす。こぎã‚Ŧイドでは、ポ゚トãƒĸãƒŧテムを通じãĻįļ™įļšįš„ãĒå­Ļįŋ’ãŽæ–‡åŒ–ã‚’æ§‹į¯‰ã™ã‚‹éš›ãĢį›´éĸする一čˆŦįš„ãĒčĒ˛éĄŒã¨ã€ãã‚Œã‚‰ã‚’å…‹æœã™ã‚‹ãŸã‚ãŽæˆĻį•ĨãĢついãĻčĒŦ明しぞす。 --- ![Blameless](../assets/img/headers/Postmortems-Blameless.png) -As IT professionals, we understand that failure is inevitable in complex systems. **How we respond to failure when it occurs matters.** In _[The Field Guide to Understanding Human Error](https://www.amazon.com/Field-Guide-Understanding-Human-Error/dp/0754648265)_, Sidney Dekker describes two views on human error: 1) the old view, which asserts that people’s mistakes cause failure, and 2) the new view, which treats human error as a symptom of a systemic problem. The old view ascribes to “the bad apple theory,” which believes that removing bad actors will prevent failure. This view attaches an individual's character to their actions, assuming negligence or bad intent leads to the error. +æƒ…å ąæŠ€čĄ“ãŽãƒ—ãƒ­ãƒ•ã‚§ãƒƒã‚ˇãƒ§ãƒŠãƒĢとしãĻã€į§ãŸãĄã¯č¤‡é›‘ãĒã‚ˇã‚šãƒ†ãƒ ã§ã¯éšœåŽŗãŒéŋけられãĒã„ã“ã¨ã‚’į†č§Ŗã—ãĻいぞす。**重čρãĒãŽã¯ã€éšœåŽŗãŒį™ēį”Ÿã—ãŸæ™‚ãĢおう寞åŋœã™ã‚‹ã‹ã§ã™ã€‚** _[The Field Guide to Understanding Human Error](https://www.amazon.com/Field-Guide-Understanding-Human-Error/dp/0754648265)_ ぎ中で、Sidney DekkerはヒãƒĨãƒŧãƒžãƒŗã‚¨ãƒŠãƒŧãĢé–ĸする2つぎčĻ‹æ–šã‚’čĒŦ明しãĻいぞすīŧš1īŧ‰å¤ã„čĻ‹æ–šã§ã¯ã€äēēã€…ãŽãƒŸã‚šãŒéšœåŽŗãŽåŽŸå› ã§ã‚ã‚‹ã¨ã—ã€2īŧ‰æ–°ã—いčĻ‹æ–šã§ã¯ã€ãƒ’ãƒĨãƒŧãƒžãƒŗã‚¨ãƒŠãƒŧã‚’ã‚ˇã‚šãƒ†ãƒ įš„ãĒå•éĄŒãŽį—‡įŠļとしãĻæ‰ąã„ãžã™ã€‚å¤ã„čĻ‹æ–šã§ã¯ã€Œč…ãŖãŸãƒĒãƒŗã‚´į†čĢ–ã€ãŽã‚ˆã†ãĢ、望ぞしくãĒã„čĄŒã„ã‚’ã™ã‚‹äēēã‚’å–ã‚Šé™¤ã‘ã°éšœåŽŗã‚’é˜˛ã’ã‚‹ã¨äŋĄã˜ã‚‰ã‚ŒãĻいぞす。こぎčĻ‹æ–šã¯å€‹äēēぎ性æ ŧをåŊŧã‚‰ãŽčĄŒå‹•ãĢįĩãŗã¤ã‘ã€éŽå¤ąã‚„æ‚Ē意がエナãƒŧãĢつãĒãŒã‚‹ã¨æƒŗåŽšã—ãĻいるぎです。 -An organization that follows this old view of human error may respond to an incident by finding the careless individual who caused the incident so they can be reprimanded. **This impulse to blame and punish has the unintended effect of disincentivizing the knowledge sharing required to prevent future failure.** Engineers will hesitate to speak up when incidents occur for fear of being blamed. This silence increases overall mean time to acknowledge, mean time to resolve, and exacerbates the impact of incidents. +ヒãƒĨãƒŧãƒžãƒŗã‚¨ãƒŠãƒŧãĢé–ĸする古いčĻ‹æ–šãĢ垓うįĩ„įš”ã§ã¯ã€ä¸æŗ¨æ„ãĢã‚ˆãŖãĻã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆã‚’åŧ•きčĩˇã“した個äēēãŒåąč˛Ŧされることがありぞす。**こぎようãĢéžé›Ŗã‚’čĄŒã„įŊ°ã™ã‚‹ã“ã¨ã¸ãŽčĄå‹•ã¯ã€å°†æĨãŽéšœåŽŗã‚’é˜˛ãä¸Šã§åŋ…čρãĒįŸĨč­˜å…ąæœ‰ã‚’åĻ¨ã’ã‚‹ã¨ã„ã†ä爿œŸã›ãŦåŊąéŸŋをもたらしぞす。** ã‚¨ãƒŗã‚¸ãƒ‹ã‚ĸã¯éžé›Ŗã•ã‚Œã‚‹ã“ã¨ã‚’æã‚ŒãĻã€ã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆãŒį™ēį”Ÿã—ãŸéš›ãĢį™ēč¨€ã™ã‚‹ã“ã¨ã‚’ãŸã‚ã‚‰ã†ã§ã—ã‚‡ã†ã€‚ã“ãŽæ˛ˆéģ™ã¯ã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆãŽåšŗå‡įĸēčĒæ™‚é–“īŧˆMTTAīŧ‰ã€åšŗå‡č§Ŗæąē時間īŧˆMTTRīŧ‰ã‚’åĸ—åŠ ã•ã›ã€ã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆãŽåŊąéŸŋをæ‚Ē化させぞす。 -For the postmortem process to result in learning and system improvements, the new view of human error must be followed. In complex systems of software development, a variety of conditions interact to lead to failure. **The goal of the postmortem is to understand what systemic factors led to the incident and identify actions that can prevent this kind of failure from recurring.** A blameless postmortem stays focused on _how_ a mistake was made instead of _who_ made it. This is a crucial mindset leveraged by many leading organizations (such as Etsy, a pioneer for [blameless postmortems](https://codeascraft.com/2012/05/22/blameless-postmortems/)) for ensuring postmortems have the right tone, empowering engineers to give truly objective accounts of what happened by eliminating the fear of punishment. +ポ゚トãƒĸãƒŧテムプロã‚ģ゚をå­Ļįŋ’ã¨ã‚ˇã‚šãƒ†ãƒ æ”šå–„ãĢつãĒげるためãĢは、ヒãƒĨãƒŧãƒžãƒŗã‚¨ãƒŠãƒŧãĢé–ĸする新しいčĻ‹æ–šãĢ垓うåŋ…čĻãŒã‚ã‚Šãžã™ã€‚ã‚Ŋフトã‚Ļェã‚ĸ開į™ēãĢãŠã‘ã‚‹č¤‡é›‘ãĒã‚ˇã‚šãƒ†ãƒ ã§ã¯ã€æ§˜ã€…ãĒæĄäģļãŒį›¸äē’äŊœį”¨ã—ãĻéšœåŽŗã‚’åŧ•きčĩˇã“しぞす。**ポ゚トãƒĸãƒŧãƒ†ãƒ ãŽį›Žįš„ã¯ã€ã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆãŽį™ēį”ŸãĢつãĒãŒãŖãŸã‚ˇã‚šãƒ†ãƒ įš„čĻå› ã‚’į†č§Ŗã—ã€ã“ãŽį¨ŽãŽéšœåŽŗãŒå†į™ēã™ã‚‹ãŽã‚’é˜˛ããŸã‚ãŽã‚ĸã‚¯ã‚ˇãƒ§ãƒŗã‚’į‰šåŽšã™ã‚‹ã“ã¨ã§ã™ã€‚** ブãƒŦãƒŧムãƒŦ゚īŧˆéžé›ŖãŽãĒいīŧ‰ãĒポ゚トãƒĸãƒŧテムは、「čĒ°ãŒã€ãƒŸã‚šã‚’įŠ¯ã—ãŸã‹ã§ã¯ãĒく、「おぎようãĢ」ミ゚がį™ēį”Ÿã—ãŸã‹ãĢį„Ļį‚šã‚’åŊ“ãĻãžã™ã€‚ã“ã‚Œã¯ã€å¤šããŽå…ˆé€˛įš„ãĒįĩ„įš”īŧˆäž‹ãˆã°[ブãƒŦãƒŧムãƒŦ゚ãĒポ゚トãƒĸãƒŧテム](https://codeascraft.com/2012/05/22/blameless-postmortems/)ぎパイã‚Ēニã‚ĸであるEtsyīŧ‰ãŒæ´ģį”¨ã—ãĻいる重čρãĒãƒžã‚¤ãƒŗãƒ‰ã‚ģットであり、įŊ°ãĢ寞する恐怖を排除することãĢより、原際ãĢäŊ•がčĩˇã“ãŖãŸã‹ã‚’ã‚¨ãƒŗã‚¸ãƒ‹ã‚ĸãŒįœŸãŽæ„å‘ŗã§åŽĸčĻŗįš„ãĒčĒŦ明をできるようãĢし、ポ゚トãƒĸãƒŧテムが遊切ãĒトãƒŧãƒŗã§čĄŒã‚ã‚Œã‚‹ã“ã¨ã‚’äŋč¨ŧしぞす。 +## ãĒぜブãƒŦãƒŧムīŧˆéžé›Ŗīŧ‰ã‚’æ„č­˜ã™ã‚‹ã“ã¨ãŒé›Ŗã—ã„ãŽã‹ +įļ™įļšįš„æ”šå–„ãŽæ–‡åŒ–ã‚’æœ›ã‚€ã“ã¨ã¯į°Ąå˜ã§ã™ãŒã€å­Ļįŋ’ãĢæą‚ã‚ã‚‰ã‚Œã‚‹éžé›ŖãŽãĒいįŠļ態ぎ原čˇĩã¯é›Ŗã—ã„ã§ã™ã€‚ä爿œŸã›ãŦことがį™ēį”Ÿã™ã‚‹éšœåŽŗãŽæ€§čŗĒは、č‡Ēずとäēēé–“ãŒį†č§Ŗã™ã‚‹åĻ¨ã’ã¨ãĒるようãĒ反åŋœã‚’æ‹›ããžã™ã€‚æƒ…å ąã‚’å‡Ļį†ã™ã‚‹éš›ãĢ、äēē間ぎåŋƒã¯į„Ąæ„č­˜ãŽã†ãĄãĢã‚ˇãƒ§ãƒŧトã‚Ģットを取りぞす。一čˆŦįš„ãĒįĩŒé¨“å‰‡ã‚’éŠį”¨ã™ã‚‹ã“ã¨ã§ã€åŋƒã¯æ­Ŗįĸēさよりもã‚ŋイムãƒĒãƒŧさãĢ最遊化されるぎです。これがčĒ¤ãŖãŸįĩčĢ–ã‚’į”Ÿãŋå‡ēす場合、それはčĒįŸĨバイã‚ĸ゚とå‘ŧばれぞす。 -## Why Being Blame Aware is Hard -It is easy to agree that we want a culture of continuous improvement, but it is difficult to practice the blamelessness required for learning. The unexpected nature of failure naturally leads humans to react in ways that interfere with our understanding of it. When processing information, the human mind unconsciously takes shortcuts. By applying general rules-of-thumb, the mind optimizes for timeliness over accuracy. When this produces an incorrect conclusion, it is a cognitive bias. +[J. Paul Reed](https://techbeacon.com/blameless-postmortems-dont-work-heres-what-does)ã¯ã€éžé›Ŗã™ã‚‹å‚žå‘ãŒäŊ•į™žä¸‡åš´ã‚‚ãŽé€˛åŒ–įš„įĨžįĩŒį”Ÿį‰Šå­ĻãĢã‚ˆãŖãĻé…įˇšã•ã‚ŒãĻいるため、ブãƒŦãƒŧムãƒŦ゚ãĒポ゚トãƒĸãƒŧテムはįĨžčŠąã ã¨ä¸ģåŧĩしãĻã„ãžã™ã€‚ã“ãŽå‚žå‘ã‚’į„ĄčĻ–ã—ãŸã‚Šã€åŽŒå…¨ãĢ排除しようとしたりすることは不可čƒŊです。「ブãƒŦãƒŧムã‚ĸã‚Ļェã‚ĸīŧˆéžé›Ŗã‚’æ„č­˜ã™ã‚‹īŧ‰ã€ã§ã‚ã‚‹ã“ã¨ãŽæ–šãŒį”Ÿį”Ŗįš„ã§ã™ã€‚**į§ãŸãĄãŽãƒã‚¤ã‚ĸã‚šã‚’æ„č­˜ã™ã‚‹ã“ã¨ã§ã€ãã‚Œã‚‰ãŒį™ēį”Ÿã—ãŸæ™‚ãĢ識åˆĨし、䚗りčļŠãˆã‚‹å–りįĩ„ãŋã‚’čĄŒãˆã‚‹ã§ã—ã‚‡ã†ã€‚** äģĨ下ではいくつかぎバイã‚ĸ゚ãĢついãĻč§Ļã‚Œãžã™ãŒã€čŠŗį´°ãĢついãĻは、ポ゚トãƒĸãƒŧテムを原æ–Ŋする際ãĢæ„č­˜ã™ãšãčĒįŸĨバイã‚ĸ゚ãĢついãĻぎ[Lindsay Holmwood](http://fractio.nl/2015/10/30/blame-language-sharing/)ãŽč¨˜äē‹ã‚’おčĒ­ãŋください。 -[J. Paul Reed](https://techbeacon.com/blameless-postmortems-dont-work-heres-what-does) argues the blameless postmortem is a myth because the tendency to blame is hardwired through millions of years of evolutionary neurobiology. Ignoring this tendency or trying to eliminate it entirely is impossible. It is more productive to be “blame aware.” **By being aware of our biases, we will be able to identify when they occur and work to move past them.** We touch upon some of the biases below, but for more details, read [Lindsay Holmwood's](http://fractio.nl/2015/10/30/blame-language-sharing/) article on the cognitive biases we must be aware of when performing postmortems. +**[åŸēæœŦįš„å¸°åąžã‚¨ãƒŠãƒŧīŧˆfundamental attribution errorīŧ‰](https://en.wikipedia.org/wiki/Fundamental_attribution_error)**は、äēēã€…ãŽčĄŒå‹•ãŒã€åŊŧらぎįŠļæŗã§ã¯ãĒく性æ ŧを反映したもぎであるとäŋĄã˜ã‚‹å‚žå‘です。これはヒãƒĨãƒŧãƒžãƒŗã‚¨ãƒŠãƒŧぎ古いčĻ‹æ–šã‚’čĄ¨ã—ã€éšœåŽŗã‚’ä¸æŗ¨æ„ã§į„ĄčƒŊãĒæ‚Ēいäēēį‰ŠãŽã›ã„ãĢã—ãžã™ã€‚įšŽč‚‰ãĒことãĢã€į§ãŸãĄã¯č‡Ē分č‡ĒčēĢãŽčĄŒå‹•ã‚’čĒŦ明する際ãĢは、č‡Ē分ぎ性æ ŧではãĒくįŠļæŗãĢã‚ˆãŖãĻčĒŦ明する傞向がありぞす。こぎようãĢäģ–č€…ã‚’éžé›Ŗã™ã‚‹å‚žå‘ã¨æˆĻうãĢは、個äēēãŒå–ãŖãŸå…ˇäŊ“įš„ãĒčĄŒå‹•ã§ã¯ãĒく、įŠļæŗįš„ãĒåŽŸå› ã¸æ„å›ŗįš„ãĢ分析ぎį„Ļį‚šã‚’åŊ“ãĻることです。 -**[Fundamental attribution error](https://en.wikipedia.org/wiki/Fundamental_attribution_error)** is the tendency to believe that what people do reflects their character rather than their circumstances. This describes the old view of human error, assigning responsibility for a failure to bad actors who are careless and incompetent. Ironically, we tend to explain our own actions by our context, not our personality. Combat this tendency to blame by intentionally focusing the analysis on situational causes rather than discrete actions individuals took. +もう一つぎåēƒãčĻ‹ã‚‰ã‚Œã‚‹čĒįŸĨバイã‚ĸ゚は**įĸēč¨ŧバイã‚ĸ゚īŧˆconfirmation biasīŧ‰**で、これはæ—ĸ存ぎäŋĄåŋĩをåŧˇåŒ–ã™ã‚‹æƒ…å ąã‚’åĨŊむ傞向です。曖昧ãĒæƒ…å ąãĢį›´éĸã™ã‚‹ã¨ã€į§ãŸãĄã¯ãã‚Œã‚’æ—ĸ存ぎäģŽåŽšã‚’æ”¯æŒã™ã‚‹æ–šæŗ•ã§č§Ŗé‡ˆã™ã‚‹å‚žå‘ãŒã‚ã‚Šãžã™ã€‚ãƒ’ãƒĨãƒŧãƒžãƒŗã‚¨ãƒŠãƒŧぎ古いčĻ‹æ–šã¨įĩ„ãŋ合わさると、こぎバイã‚ĸ゚はポ゚トãƒĸãƒŧテムãĢã¨ãŖãĻåąé™ēです。ãĒぜãĒã‚‰ã€ãã‚Œã¯č…ãŖãŸãƒĒãƒŗã‚´ã‚’éžé›Ŗã—ã‚ˆã†ã¨ã™ã‚‹æĩã‚ŒãĢつãĒがるからです。個äēēãĢč˛ŦäģģがあるというäģŽåŽšã§ã‚ĸプロãƒŧチすると、反寞ぎč¨ŧ拠があるãĢもかかわらず、そぎäŋĄåŋĩã‚’æ”¯æŒã™ã‚‹æ–šæŗ•ã‚’æŽĸしãĻしぞうでしょう。 -Another pervasive cognitive bias is **confirmation bias**, which is the tendency to favor information that reinforces existing beliefs. When presented with ambiguous information, we tend to interpret it in a way that supports our existing assumptions. When combined with the old view of human error, this bias is dangerous for postmortems because it seeks to blame the bad apple. When approaching the analysis with the assumption that an individual is at fault, you will find a way to support that belief despite evidence to the contrary. +įĸēč¨ŧバイã‚ĸ゚とæˆĻうためãĢ、čĒŋæŸģãŽéŽį¨‹ã§é€†ãŽįĢ‹å ´ã‚’ã¨ã‚‹äģŖåŧč€…ã‚’äģģå‘ŊすることをHolmwoodã¯ææĄˆã—ãĻいぞす。ただし、逆ぎįĢ‹å ´ã‚’ã¨ã‚‹äģŖåŧč€…ãĢã‚ˆãŖãĻåĻ厚性や寞įĢ‹æ€§ãŒã‚‚ãŸã•ã‚Œã‚‹ã“ã¨ãĢã¯æŗ¨æ„ã—ãĻください。ぞた、äģ–ぎチãƒŧムからčĒ°ã‹ã‚’æ‹›ã„ãĻ、åŊŧらぎåŋƒãĢæĩŽã‹ãļあらゆるčŗĒ問をしãĻもらうことで、įĸēč¨ŧバイã‚ĸ゚ãĢ寞抗することもできぞす。これãĢより、チãƒŧムがåŊ“į„ļã¨č€ƒãˆã‚‹ã‚ˆã†ãĢãĒãŖãĻいたčĒŋæŸģぎ斚向性が明らかãĢãĒりぞす。 -To combat confirmation bias, Holmwood suggests appointing someone to play devil’s advocate to take contrarian viewpoints during investigations. Be cautious of introducing negativity or combativeness with a devil’s advocate. You can also counter confirmation bias by inviting someone from another team to ask any and all questions that come to their mind. This will help surface lines of inquiry the team has learned to take for granted. +**垌įŸĨæĩバイã‚ĸ゚īŧˆhindsight biasīŧ‰**は、判断をåŊĸäŊœã‚‹ãŸã‚ãĢäē‹čąĄã‚’思いå‡ēã™éš›ãŽč¨˜æ†ļぎæ­ĒãŋãŽä¸€į¨Žã§ã™ã€‚įĩæžœã‚’įŸĨãŖãĻいると、åŊ“時はそれをä爿¸ŦするåŽĸčĻŗįš„ãĒ栚拠がãģとんおぞたは全くãĒã‹ãŖãŸãĢもかかわらず、そぎäē‹čąĄãŒåŽšæ˜“ãĢä爿¸Ŧ可čƒŊã ãŖãŸã¨čĻ‹ãĒしãĻã—ãžã„ãŒãĄã§ã™ã€‚į§ãŸãĄã¯ã—ã°ã—ã°ã€č‡Ē分č‡ĒčēĢをよりよくčĻ‹ã›ã‚‹ã‚ˆã†ãĒやりかたでå‡ēæĨäē‹ã‚’思いå‡ēã—ãžã™ã€‚äž‹ãˆã°ã€ã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆãŽåŽŸå› ã‚’åˆ†æžã—ãĻいるäēēが、それがčĩˇã“るとをä爿œŸã—ãĻいたとäŋĄã˜ã‚‹å ´åˆãŒæŒ™ã’られぞす。こぎバイã‚ĸ゚をäŊ“įžã™ã‚‹ã¨ã€ãƒãƒŧãƒ å†…ãŽé˜˛åžĄã¨åˆ†čŖ‚ã‚’æ‹›ãã‹ã­ãžã›ã‚“ã€‚Holmwoodは、垌įŸĨæĩバイã‚ĸ゚をéŋけるためãĢ、äē‹čąĄã‚’äēˆčĻ‹ãŽčĻŗį‚šã‹ã‚‰čĒŦæ˜Žã™ã‚‹ã“ã¨ã‚’ææĄˆã—ãĻいぞす。すãĒã‚ãĄã‚ŋã‚¤ãƒ ãƒŠã‚¤ãƒŗåˆ†æžã‚’ã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆį™ēį”Ÿå‰ãŽæ™‚į‚šã‹ã‚‰å§‹ã‚ã€č§Ŗæąēã‹ã‚‰é€†įŽ—ã™ã‚‹ãŽã§ã¯ãĒく、前ãĢé€˛ã‚€ã‚ˆã†ãĢするぎです。 -**Hindsight bias** is a type of memory distortion where we recall events to form a judgment. Knowing the outcome, it is easy to see the event as being predictable despite there having been little or no objective basis for predicting it. Often, we recall events in a way to make ourselves look better. An example is when a person analyzing the causes of an incident believes they knew it would happen like that. Enacting this bias can lead to defensiveness and division within a team. Holmwood suggests avoiding the hindsight bias by explaining events in terms of foresight instead. Start your timeline analysis at a point before the incident and work your way forward instead of backward from resolution. +æŗ¨æ„ã™ãšãã‚‚ã†ä¸€ã¤ãŽä¸€čˆŦįš„ãĒバイã‚ĸ゚は**[åĻ厚性バイã‚ĸ゚īŧˆnegativity biasīŧ‰](https://en.wikipedia.org/wiki/Negativity_bias)**です。これは、åĻåŽšįš„ãĒ性čŗĒぎもぎぎãģうが、中įĢ‹įš„ãžãŸã¯č‚¯åŽšįš„ãĒ性čŗĒぎもぎよりも、äēēãŽį˛žįĨžįŠļ態ãĢ大きãĒåŊąéŸŋを与えるというæĻ‚åŋĩã§ã™ã€‚į¤žäŧšįš„判断ãĢé–ĸã™ã‚‹į ”įŠļでは、äģ–者ãĢå¯žã™ã‚‹å°čąĄãĢおいãĻ、åĻåŽšįš„ãĒæƒ…å ąãŒã¨ãĻつもãĒく大きãĒåŊąéŸŋを与えることがį¤ēされãĻã„ãžã™ã€‚ã“ã‚Œã¯ã€Œč…ãŖãŸãƒĒãƒŗã‚´į†čĢ–ã€ã€ã¤ãžã‚Šįĩ„įš”å†…ãĢéšœåŽŗãŽč˛Ŧäģģã‚’č˛ ã†ãšãåĨŊぞしくãĒいäēēį‰ŠãŒã„ã‚‹ã¨ã„ã†äŋĄåŋĩãĢé–ĸé€Ŗã—ãĻã„ãžã™ã€‚į ”įŠļはぞた、äēē々がåĻåŽšįš„ãĒįĩæžœã‚’äģ–ぎäēēãŽæ„å›ŗãĢよるもぎだとする可čƒŊ性が、中įĢ‹įš„ãŠã‚ˆãŗč‚¯åŽšįš„ãĒįĩæžœã‚ˆã‚Šã‚‚éĢ˜ã„ã“ã¨ã‚’į¤ēしãĻいぞす。これもぞた、重大ãĒã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆã‚’čĒŦ明するためãĢ個äēēぎ性æ ŧã‚’éžé›Ŗã™ã‚‹å‚žå‘ã‚’čĒŦ明しãĻいぞす。 -Another common bias to be aware of is **[negativity bias](https://en.wikipedia.org/wiki/Negativity_bias)**. This is the notion that things of a more negative nature have a greater effect on one’s mental state than those of neutral or even positive nature. Research on social judgments has shown negative information disproportionately impacts a person’s impression of others. This relates to the “bad apple theory,” the belief that there are negative actors in your organization to blame for failures. Studies have also shown people are more likely to attribute negative outcomes to the intentions of another person than neutral and positive outcomes. This also explains our tendency to blame individuals’ characters to explain a major incident. +原際ãĢã¯ã€į‰Šäē‹ãŒã†ãžãã„くことぎ斚が、うぞくいかãĒã„ã“ã¨ã‚ˆã‚Šã‚‚å¤šã„ãŽã§ã™ãŒã€į§ãŸãĄã¯åĻåŽšįš„ãĒå‡ēæĨäē‹ãĢį„Ļį‚šã‚’åŊ“ãĻ、そぎ重čĻæ€§ã‚’åŧˇčĒŋã™ã‚‹å‚žå‘ãŒã‚ã‚Šãžã™ã€‚ã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆã‚’åĻåŽšįš„ãĒå‡ēæĨäē‹ã¨ã—ãĻį„Ļį‚šã‚’åŊ“ãĻ、čLJåŧĩし、内éĸ化することは、åŖĢ気をäŊŽä¸‹ã•ã›ã€į‡ƒãˆå°Ŋãį—‡å€™įž¤ã‚’æ‹›ãå¯čƒŊæ€§ãŒã‚ã‚Šãžã™ã€‚ã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆã‚’å­Ļįŋ’ぎ抟äŧšã¨ã—ãĻå†æ§‹į¯‰ã—ã€å¯žåŋœã§ã†ãžãå¯žå‡Ļされたä狿Ÿ„ã‚’čĒŦ明することをåŋ˜ã‚ŒãĒいようãĢすることで、čĻ–į‚šãŽãƒãƒŠãƒŗã‚šã‚’å–ãŖãĻいきぞしょう。 -In reality, things go right more often than they go wrong, but we tend to focus on and magnify the importance of negative events. Focusing on, exaggerating, and internalizing incidents as negative events can be demoralizing and lead to burnout. Reframing incidents as learning opportunities and remembering to describe what was handled well in your response can help balance perspective +### čĒįŸĨバイã‚ĸ゚ -### Cognitive Biases - -| Bias | Definition | Countermeasure | +| バイã‚ĸ゚ | åŽšįžŠ | å¯žį­– | |---|---|---| -| Fundamental attribution error | What people do reflects their character rather than their circumstances. | |Intentionally focus the analysis on situational causes rather than discrete actions individuals took. | -| Confirmation bias | Favoring information that reinforces existing positions. | Appoint someone to play devil’s advocate to take contrarian viewpoints during investigations. | -| Hindsight bias | Seeing the incident as inevitable despite there having been little or no objective basis for predicting it because we know the outcome. | Explain events in terms of foresight instead. Start your timeline analysis at a point before the incident, and work your way forward instead of backward from resolution. | -| Negativity bias | Things of a more negative nature have a greater effect on one’s mental state than neutral or even positive things. | Reframe incidents as learning opportunities, and remember to describe what was handled well in incident response. | +| åŸēæœŦįš„å¸°åąžã‚¨ãƒŠãƒŧ | äēēã€…ãŽčĄŒå‹•ãĢはåŊŧらぎįŠļæŗã§ã¯ãĒく性æ ŧが反映されãĻいるもぎとãŋãĒす。 | |分析を個äēēãŒå–ãŖãŸå…ˇäŊ“įš„ãĒčĄŒå‹•ã§ã¯ãĒく、įŠļæŗįš„ãĒ原因ãĢæ„å›ŗįš„ãĢį„Ļį‚šã‚’åŊ“ãĻる。 | +| įĸēč¨ŧバイã‚ĸ゚ | æ—ĸ存ぎįĢ‹å ´ã‚’åŧˇåŒ–ã™ã‚‹æƒ…å ąã‚’åĨŊむ。 | čĒŋæŸģãŽéŽį¨‹ã§é€†ãŽįĢ‹å ´ãŽäģŖåŧč€…ã‚’äģģå‘Ŋする。 | +| 垌įŸĨæĩバイã‚ĸ゚ | įĩæžœã‚’įŸĨãŖãĻいるため、それをä爿¸ŦするåŽĸčĻŗįš„ãĒ栚拠がãģとんおぞたは全くãĒã‹ãŖãŸãĢã‚‚ã‹ã‹ã‚ã‚‰ãšã€ã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆãŒéŋけられãĒã‹ãŖãŸã¨ãŋãĒす。 | äē‹čąĄã‚’äēˆčĻ‹ãŽčĻŗį‚šã‹ã‚‰čĒŦ明する。ã‚ŋã‚¤ãƒ ãƒŠã‚¤ãƒŗåˆ†æžã‚’ã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆãŽå‰ãŽæ™‚į‚šã‹ã‚‰å§‹ã‚ã€č§Ŗæąēã‹ã‚‰é€†įŽ—ã™ã‚‹ãŽã§ã¯ãĒく、前ãĢé€˛ã‚€ã€‚ | +| åĻ厚性バイã‚ĸ゚ | よりåĻåŽšįš„ãĒ性čŗĒぎもぎが、中įĢ‹įš„ãžãŸã¯č‚¯åŽšįš„ãĒもぎよりも、äēēãŽį˛žįĨžįŠļ態ãĢ大きãĒåŊąéŸŋを与える。 | ã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆã‚’å­Ļįŋ’ぎ抟äŧšã¨ã—ãĻå†æ§‹į¯‰ã—ã€ã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆå¯žåŋœã§ã†ãžãå‡Ļį†ã•ã‚ŒãŸã“ã¨ã‚’čĒŦ明することをåŋ˜ã‚ŒãĒいようãĢする。 | -We all have these cognitive biases that can lead to distorted views of events and damage team relationships if gone unchecked. It is important to be aware of these tendencies so we can acknowledge bias when it occurs. By making postmortems a collaborative process, teams can work as a group to identify blame and then constantly dig deeper in the analysis. +į§ãŸãĄå…¨å“ĄãŒã“ã‚Œã‚‰ãŽčĒįŸĨバイã‚ĸã‚šã‚’æŒãŖãĻいãĻ、čĻ‹éŽã”ã•ã‚Œã‚‹ã¨äē‹čąĄãŽæ­ĒんだčĻ‹æ–šãĢつãĒãŒãŖãŸã‚Šã€ãƒãƒŧムぎé–ĸäŋ‚を損ãĒãŖãŸã‚Šã™ã‚‹å¯čƒŊæ€§ãŒã‚ã‚Šãžã™ã€‚ã“ã‚Œã‚‰ãŽå‚žå‘ã‚’æ„č­˜ã™ã‚‹ã“ã¨ã§ã€ãƒã‚¤ã‚ĸ゚がį™ēį”Ÿã—ãŸæ™‚ãĢčĒč­˜ã™ã‚‹ã“ã¨ãŒé‡čĻã§ã™ã€‚ãƒã‚šãƒˆãƒĸãƒŧãƒ†ãƒ ã‚’å…ąåŒãƒ—ãƒ­ã‚ģ゚ãĢすることで、チãƒŧムはグãƒĢãƒŧプとしãĻéžé›Ŗã‚’į‰šåŽšã—ã€åˆ†æžã‚’ã‚ˆã‚ŠæˇąãæŽ˜ã‚Šä¸‹ã’ã‚‹ã“ã¨ãŒã§ããžã™ã€‚ -## How to Cultivate a Blameless (or Blame-Aware) Culture -Acknowledging blame and working past it is easier said than done. What behaviors can we adopt to move towards a blameless culture? Holmwood eloquently writes about the importance of the words we use to minimize blame and maximize learning. He urges us to ask “what” questions (e.g., “What did you think was happening?” and “What did you do next?” Asking “what” questions grounds the analysis in the big-picture contributing factors to the incident. +## ブãƒŦãƒŧムãƒŦ゚īŧˆãžãŸã¯éžé›Ŗã‚’æ„č­˜ã—ãŸīŧ‰æ–‡åŒ–をおぎようãĢč‚˛ã‚€ã‹ +éžé›Ŗã‚’čĒč­˜ã—ã€ãã‚Œã‚’äš—ã‚ŠčļŠãˆã‚‹ã“ã¨ã¯ã€č¨€ã†ã¯æ˜“ãčĄŒã†ã¯é›Ŗã—ã§ã™ã€‚ãƒ–ãƒŦãƒŧムãƒŦ゚ãĒ文化ãĢ向けãĻおぎようãĒčĄŒå‹•ã‚’ã¨ã‚Œã°ã‚ˆã„ã§ã—ã‚‡ã†ã‹īŧŸHolmwoodã¯ã€éžé›Ŗã‚’æœ€å°é™ãĢ抑え、å­Ļįŋ’を最大化するためãĢäŊŋį”¨ã™ã‚‹č¨€č‘‰ãŽé‡čĻæ€§ãĢついãĻ雄åŧãĢ書いãĻいぞす。åŊŧは「äŊ•」というčŗĒ問īŧˆäž‹ãˆã°ã€ã€ŒäŊ•がčĩˇããĻいると思いぞしたかīŧŸã€ã€ŒæŦĄãĢäŊ•をしぞしたかīŧŸã€īŧ‰ã‚’するようäŋƒã—ãĻいぞす。「äŊ•」というčŗĒå•ã‚’ã™ã‚‹ã“ã¨ã§ã€ã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆãĢ寄与した大きãĒčρ因ãĢ分析ぎåŸēį¤Žã‚’įŊŽããžã™ã€‚ -In his article “[The Infinite Hows](https://www.oreilly.com/ideas/the-infinite-hows),” John Allspaw encourages us to ask “how” questions because they get people to describe (at least some of) the conditions that allowed an event to take place. Holmwood also notes that “how” questions can help clarify technical details, distancing people from the actions they took. Avoid asking “why” questions because it forces people to justify their actions, attributing blame. +åŊŧãŽč¨˜äē‹ã€Œ[The Infinite Hows](https://www.oreilly.com/ideas/the-infinite-hows)」ぎ中で、John Allspawは「おぎようãĢ」というčŗĒ問をするよう勧めãĻいぞす。ãĒぜãĒら、それらはäēē々ãĢå‡ēæĨäē‹ãŒčĩˇã“ることを可čƒŊãĢã—ãŸæĄäģļīŧˆå°‘ãĒくともいくつかīŧ‰ã‚’čĒŦ明させるからです。Holmwoodもぞた、「おぎようãĢ」というčŗĒå•ãŒæŠ€čĄ“įš„ãĒčŠŗį´°ã‚’æ˜ŽįĸēãĢし、äēē々をåŊŧã‚‰ãŒå–ãŖãŸčĄŒå‹•ã‹ã‚‰čˇé›ĸをįŊŽã‹ã›ã‚‹ãŽãĢåŊšįĢ‹ã¤ã¨æŒ‡æ‘˜ã—ãĻいぞす。「ãĒぜ」というčŗĒ問はéŋけãĻください。ãĒぜãĒら、それはäēē々ãĢč‡Ēåˆ†ãŽčĄŒå‹•ã‚’æ­ŖåŊ“åŒ–ã•ã›ã€éžé›Ŗã‚’å¸°ã™ã‚‹ã“ã¨ãĢãĒるからです。 -[Crucial Accountability](https://www.vitalsmarts.com/crucial-accountability-training/) offers a helpful framework for approaching difficult conversations about unmet expectations that can be applied to postmortems when emotions run high. When analyzing failure, we may fall into victim, villain, and helpless stories that propel emotions and attempt to justify our worst behaviors. You can move beyond blame by telling the rest of the story. Consider your and others’ roles in the problem. Ask yourself why a reasonable, rational, and decent person may have taken the action that seems to have caused the incident. This thinking will help turn attention to the multiple systemic factors that led to the incident. +[Crucial Accountability](https://www.vitalsmarts.com/crucial-accountability-training/)ã§ã¯ã€æœŸåž…ã¨įžåŽŸãŽä¸ä¸€č‡´ãĢé–ĸã™ã‚‹é›Ŗã—ã„äŧščŠąãĢã‚ĸプロãƒŧチするぎãĢåŊšįĢ‹ã¤ãƒ•ãƒŦãƒŧムワãƒŧクが提䞛されãĻおり、感情がéĢ˜ãžã‚‹ã‚ˆã†ãĒポ゚トãƒĸãƒŧテムãĢã‚‚éŠį”¨ã§ããžã™ã€‚éšœåŽŗã‚’åˆ†æžã™ã‚‹éš›ã€į§ãŸãĄã¯æ„Ÿæƒ…ã‚’é§†ã‚ŠįĢ‹ãĻ、最æ‚ĒãŽčĄŒå‹•ã‚’æ­ŖåŊ“化しようとするčĸĢåŽŗč€…ã€æ‚ĒåŊšã€į„ĄåŠ›ãĒį‰ŠčĒžãĢé™Ĩる可čƒŊæ€§ãŒã‚ã‚Šãžã™ã€‚į‰ŠčĒžãŽæŽ‹ã‚ŠãŽéƒ¨åˆ†ã‚’čĒžã‚‹ã“ã¨ã§ã€éžé›Ŗã‚’äš—ã‚ŠčļŠãˆã‚‹ã“ã¨ãŒã§ããžã™ã€‚å•éĄŒãĢおける、あãĒたč‡ĒčēĢとäģ–č€…ãŽåŊšå‰˛ã‚’č€ƒæ…Žã—ãĻãã ã•ã„ã€‚åˆį†įš„ã§į†æ€§įš„ã§č‰¯č­˜ãŽã‚ã‚‹äēēãŒã€ã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆãŽåŽŸå› ã¨ãĒãŖãŸã‚ˆã†ãĢčĻ‹ãˆã‚‹čĄŒå‹•ã‚’å–ãŖãŸį†į”ąã‚’č‡Ē問しãĻãã ã•ã„ã€‚ã“ãŽæ€č€ƒã¯ã€ã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆãĢつãĒãŒãŖãŸč¤‡æ•°ãŽã‚ˇã‚šãƒ†ãƒ įš„čρ因ãĢæŗ¨æ„ã‚’å‘ã‘ã‚‹ãŽãĢåŊšįĢ‹ãĄãžã™ã€‚ -Even when you have made a best effort to remain blameless, it is possible someone may still become defensive during a postmortem meeting if they feel they are being blamed. When this happens, work to restore mutual purpose and mutual respect so a productive discussion can continue. Restore mutual purpose by reiterating that the goal of the postmortem is to understand what systemic factors lead to the incident and collaboratively identify actions that can reduce failure moving forward. Often, people act out defensively when they feel their character is being attacked. Restore mutual respect by contrasting. Say what you did not intend (“I did not mean to imply you’re bad at your job.”) contrasted with what you do intend (“I meant to inquire to the situational factors that would lead any responder to take that action.”) Refocus your inquiry away from individual motivation, which implies blame. Abstracting to an inspecific responder also encourages other responders to contribute more suggestions as to what could have contributed to the system failure. +最善ぎåŠĒ力をしãĻブãƒŦãƒŧムãƒŦ゚であろうとしãĻも、ポ゚トãƒĸãƒŧテムミãƒŧãƒ†ã‚Ŗãƒŗã‚°ä¸­ãĢčĒ°ã‹ãŒéžé›Ŗã•ã‚ŒãĻいると感じると、äēēã¯é˜˛åžĄįš„ãĢãĒる可čƒŊ性がありぞす。これがčĩˇã“ãŖãŸå ´åˆã€į”Ÿį”Ŗįš„ãĒč­°čĢ–ã‚’įļšã‘るためãĢäē’ã„ãŽį›Žįš„æ„č­˜ã¨å°Šé‡ã‚’å›žåžŠã™ã‚‹ã‚ˆã†åŠĒめãĻください。ポ゚トãƒĸãƒŧãƒ†ãƒ ãŽį›Žįš„ã¯ã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆãĢつãĒãŒãŖãŸã‚ˇã‚šãƒ†ãƒ įš„čĻå› ã‚’į†č§Ŗã—ã€å°†æĨãŽéšœåŽŗã‚’æ¸›ã‚‰ã™ãŸã‚ãŽã‚ĸã‚¯ã‚ˇãƒ§ãƒŗã‚’å…ąåŒã§į‰šåŽšã™ã‚‹ã“ã¨ã ã¨å†įĸēčĒã™ã‚‹ã“ã¨ã§ã€į›¸äē’ãŽį›Žįš„æ„č­˜ã‚’å›žåžŠã—ãžã™ã€‚ã—ã°ã—ã°ã€äēē々はč‡Ē分ぎ性æ ŧがæ”ģ撃されãĻã„ã‚‹ã¨æ„Ÿã˜ã‚‹ã¨é˜˛åžĄįš„ãĢčĄŒå‹•ã—ãžã™ã€‚å¯žæ¯”ã™ã‚‹ã“ã¨ã§į›¸äē’ぎ尊重を回垊しぞす。あãĒãŸãŒæ„å›ŗã—ãĒã‹ãŖãŸã“ã¨īŧˆã€Œã‚ãĒたがäģ•äē‹ãŒä¸‹æ‰‹ã ã¨č¨€ã†ã¤ã‚‚りはありぞせんでした」īŧ‰ã¨ã€ã‚ãĒãŸãŒæ„å›ŗã—ãŸã“ã¨īŧˆã€Œäģģæ„ãŽå¯žåŋœč€…ãŒããŽčĄŒå‹•ã‚’å–ã‚‹ã‚ˆã†ãĒįŠļæŗįš„čĻå› ã‚’å°‹ã­ã‚‹ã¤ã‚‚ã‚Šã§ã—ãŸã€īŧ‰ã‚’寞比させãĻãã ã•ã„ã€‚éžé›Ŗã‚’æš—į¤ēする個äēēぎ動抟からは、čĒŋæŸģぎį„Ļį‚šã‚’é€¸ã‚‰ã—ãĻãã ã•ã„ã€‚į‰šåŽšã•ã‚ŒãĻいãĒい寞åŋœč€…ãĢæŠŊčąĄåŒ–ã™ã‚‹ã“ã¨ã§ã€ã‚ˇã‚šãƒ†ãƒ éšœåŽŗãĢ寄与した可čƒŊ性ぎあることãĢついãĻ、äģ–ぎ寞åŋœč€…ãŒã‚ˆã‚Šå¤šããŽææĄˆã‚’čĄŒã„ã‚„ã™ããĒりぞす。 -!!! info "Key Takeaways" - - Ask “what” and “how” questions rather than “who” or “why.” - - Consider multiple and diverse perspectives. - - Ask yourself why a reasonable, rational, and decent person may have taken a particular action. - - When inquiring about a human action, abstract to an inspecific responder. Anyone could have made the same mistake. - - Restore mutual purpose and mutual respect by contrasting what you did not intend with what you do intend. +!!! info "重čρãĒãƒã‚¤ãƒŗãƒˆ" + - 「čĒ°ãŒã€ã€ŒãĒぜ」ではãĒく、「äŊ•を」「おぎようãĢ」というčŗĒ問をする。 + - č¤‡æ•°ãŽå¤šæ§˜ãĒčĻ–į‚šã‚’č€ƒæ…Žã™ã‚‹ã€‚ + - åˆį†įš„ã§į†æ€§įš„ã§č‰¯č­˜ãŽã‚ã‚‹äēēãŒį‰šåŽšãŽčĄŒå‹•ã‚’å–ãŖãŸį†į”ąã‚’č‡Ē問する。 + - äēēé–“ãŽčĄŒå‹•ãĢついãĻå°‹ã­ã‚‹éš›ã€į‰šåŽšã•ã‚ŒãĻいãĒい寞åŋœč€…ãĢæŠŊčąĄåŒ–ã™ã‚‹ã€‚čĒ°ã§ã‚‚åŒã˜ãƒŸã‚šã‚’įŠ¯ã™å¯čƒŊ性がある。 + - あãĒãŸãŒæ„å›ŗã—ãĒã‹ãŖãŸã“ã¨ã¨æ„å›ŗã—ãŸã“ã¨ã‚’å¯žæ¯”ã•ã›ã‚‹ã“ã¨ã§ã€į›¸äē’ãŽį›Žįš„ã¨å°Šé‡ã‚’å›žåžŠã™ã‚‹ã€‚ diff --git a/docs/culture/introduce.md b/docs/culture/introduce.md index eccdd35..1a1d0e3 100644 --- a/docs/culture/introduce.md +++ b/docs/culture/introduce.md @@ -1,31 +1,31 @@ --- cover: -description: A successful postmortem process is based on a culture of honesty, learning, and accountability. Culture change requires management buy-in, but you can lead culture change no matter your role. This guide describes common challenges faced in building a culture of continuous learning through postmortems and strategies for overcoming these challenges. +description: 成功するポ゚トãƒĸãƒŧテムプロã‚ģ゚は、čĒ åŽŸã•ã€å­Ļįŋ’、そしãĻčĒŦ明č˛Ŧäģģぎ文化ãĢåŸēãĨいãĻいぞす。文化ぎ変靊ãĢはįĩŒå–ļé™ŖãŽčŗ›åŒãŒåŋ…čĻã§ã™ãŒã€ã‚ãĒたぎåŊšå‰˛ãĢé–ĸわらず文化ぎ変靊をãƒĒãƒŧドすることができぞす。こぎã‚Ŧイドでは、ポ゚トãƒĸãƒŧテムを通じたįļ™įļšįš„å­Ļįŋ’ãŽæ–‡åŒ–ã‚’æ§‹į¯‰ã™ã‚‹éš›ãĢį›´éĸする一čˆŦįš„ãĒčĒ˛éĄŒã¨ã€ãã‚Œã‚‰ã‚’å…‹æœã™ã‚‹ãŸã‚ãŽæˆĻį•ĨãĢついãĻčĒŦ明しぞす。 --- ![How to Introduce](../assets/img/headers/Postmortems-Introduce.png) -Whether you're introducing postmortems as an entirely new practice at your organization or working to improve an existing process, culture change is hard. No matter your role, the first step to introducing a new process is getting buy-in from leadership and individual contributors because, often, bottom-up changes are more successful than top-down mandates from management. +ポ゚トãƒĸãƒŧテムをįĩ„įš”ãĢ全く新しい原čˇĩとしãĻ導å…Ĩする場合でも、æ—ĸ存ぎプロã‚ģ゚を攚善する場合でも、ã‚ĢãƒĢãƒãƒŖãƒŧãŽå¤‰éŠã¯é›Ŗã—ã„ã‚‚ãŽã§ã™ã€‚ã‚ãĒたぎåŊšå‰˛ãĢé–ĸわらず、新しいプロã‚ģ゚を導å…Ĩする最初ぎ゚テップは、ãƒĒãƒŧダãƒŧã‚ˇãƒƒãƒ—ã¨å€‹ã€…ãŽč˛ĸįŒŽč€…ã‹ã‚‰čŗ›åŒã‚’åž—ã‚‹ã“ã¨ã§ã™ã€‚ãĒぜãĒら、多くぎ場合、ボトムã‚ĸップぎ変化はįĩŒå–ļé™Ŗã‹ã‚‰ãŽãƒˆãƒƒãƒ—ãƒ€ã‚ĻãƒŗãŽæŒ‡į¤ēよりも成功する可čƒŊ性がéĢ˜ã„ã‹ã‚‰ã§ã™ã€‚ -To practice blameless postmortems and encourage a culture of continuous improvement, you need commitment from leadership that no individuals will be reprimanded in any way after an incident. +éžé›ŖãŽãĒいīŧˆãƒ–ãƒŦãƒŧムãƒŦ゚ãĒīŧ‰ãƒã‚šãƒˆãƒĸãƒŧテムを原čˇĩし、įļ™įļšįš„æ”šå–„ぎ文化をäŋƒé€˛ã™ã‚‹ãŸã‚ãĢã¯ã€ã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆåžŒãĢ個äēēがäŊ•らかぎåŊĸã§åąč˛ŦされることはãĒいというãƒĒãƒŧダãƒŧã‚ˇãƒƒãƒ—ã‹ã‚‰ãŽã‚ŗãƒŸãƒƒãƒˆãƒĄãƒŗãƒˆãŒåŋ…čĻã§ã™ã€‚ -To convince management to support a shift to blameless analysis, clarify how blame is harmful to the business and explain the business value of blamelessness. For instance, punishing individuals for "causing" incidents discourages people from speaking up when problems occur for fear of being blamed. This silence will increase the mean time to acknowledge incidents, mean time to resolve, and, ultimately, exacerbate the impact of incidents. Organizations can rapidly improve the resilience of their systems and increase the speed of innovation by eliminating the fear of blame and encouraging collaborative learning. +įĩŒå–ļé™ŖãŽį´åž—ã‚’åž—ãĒãŒã‚‰éžé›ŖãŽãĒい分析へぎčģĸæ›ã‚’é€˛ã‚ã‚‹ãŸã‚ãĢã¯ã€éžé›ŖãŒãƒ“ã‚¸ãƒã‚šãĢおぎようãĢæœ‰åŽŗã§ã‚ã‚‹ã‹ã‚’æ˜ŽįĸēãĢã—ã€éžé›ŖãŒãĒいįŠļæ…‹ãŽãƒ“ã‚¸ãƒã‚šäžĄå€¤ã‚’čĒŦæ˜Žã—ãžã—ã‚‡ã†ã€‚äž‹ãˆã°ã€ã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆã‚’ã€Œåŧ•きčĩˇã“した」個äēēをįŊ°ã™ã‚‹ã¨ã€äēēã¯éžé›Ŗã•ã‚Œã‚‹ã“ã¨ã‚’æã‚ŒãĻå•éĄŒãŒį™ēį”Ÿã—ãŸã¨ããĢį™ēč¨€ã‚’čēŠčē‡ã—ãžã™ã€‚ã“ãŽæ˛ˆéģ™ã¯ã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆãŽåšŗå‡įĸēčĒæ™‚é–“īŧˆMTTAīŧ‰ã€åšŗå‡č§Ŗæąē時間īŧˆMTTRīŧ‰ã‚’åĸ—加させ、最įĩ‚įš„ãĢã¯ã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆãŽåŊąéŸŋをæ‚Ē化させぞす。įĩ„įš”ã¯ã€éžé›ŖãĢå¯žã™ã‚‹ææ€–ã‚’æŽ’é™¤ã—ã€å”åŠ›įš„ãĒå­Ļįŋ’ã‚’åĨ¨åŠąã™ã‚‹ã“ã¨ã§ã€ã‚ˇã‚šãƒ†ãƒ ãŽå›žåžŠåŠ›ã‚’čŋ…速ãĢ向上させ、イノベãƒŧã‚ˇãƒ§ãƒŗãŽã‚šãƒ”ãƒŧドを上げることができぞす。 -It may sound silly, but when selling a new blameless postmortem process to management, avoid blaming them for blaming others. Acknowledge that practicing blamelessness is difficult for everyone. Teams can help hold each other accountable by calling each other out when blame is observed in response to failure. Ask leadership if they will be receptive to receiving that feedback if and when they accidentally suggest blame after an incident. +åĨ‡åĻ™ãĢčžã“ãˆã‚‹ã‹ã‚‚ã—ã‚Œãžã›ã‚“ãŒã€įĩŒå–ļ陪ãĢéžé›ŖãŽãĒいポ゚トãƒĸãƒŧテムプロã‚ģã‚šã‚’åŖ˛ã‚Ščžŧむ際ãĢは、過åŽģãĢäģ–č€…ã‚’éžé›Ŗã—ãŸã“ã¨ã§įĩŒå–ļé™Ŗã‚’éžé›Ŗã™ã‚‹ã“ã¨ã¯éŋけãĻください。ブãƒŦãƒŧムãƒŦ゚を原čˇĩすることはčǰãĢã¨ãŖãĻã‚‚é›Ŗã—ã„ã“ã¨ã‚’čĒč­˜ã—ãžã—ã‚‡ã†ã€‚ãƒãƒŧãƒ ã¯ã€ã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆåžŒãĢéžé›ŖãŒčĻ‹ã‚‰ã‚ŒãŸå ´åˆã€ãŠäē’いãĢč˛Ŧäģģã‚’æŒãĄã€æŒ‡æ‘˜ã™ã‚‹ã“ã¨ãŒã§ããžã™ã€‚ãƒĒãƒŧダãƒŧé™ŖãŒã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆåžŒãĢčĒ¤ãŖãĻéžé›Ŗã‚ã„ãŸį™ēč¨€ã‚’ã—ãŸå ´åˆã€ããŽãƒ•ã‚Ŗãƒŧドバックを受けå…Ĩれる意思があるかおうかを尋ねãĻください。 -A verbal commitment from management to refrain from punishing people for causing incidents is an important start to introducing blameless postmortems, but that alone will not eliminate the fear of blame. Once you have leadership support, you will also need buy-in from the individual contributors who will be performing postmortem analysis. Share that you have commitment from management that no one will be punished after an incident. Because the tendency to blame is not unique to managers, explain to the team why blame is harmful to trust and collaboration. Agree to work together to become more blame-aware and kindly call each other out when blame is observed. +ã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆã‚’åŧ•きčĩˇã“したことでäēē々をįŊ°ã—ãĒいというįĩŒå–ļé™Ŗã‹ã‚‰ãŽåŖé ­ã§ãŽã‚ŗãƒŸãƒƒãƒˆãƒĄãƒŗãƒˆã¯ã€éžé›ŖãŽãĒいポ゚トãƒĸãƒŧテムを導å…Ĩする重čρãĒįŦŦä¸€æ­Šã§ã™ãŒã€ãã‚Œã ã‘ã§ã¯éžé›Ŗã¸ãŽææ€–ã‚’æŽ’é™¤ã™ã‚‹ãĢは不十分です。ãƒĒãƒŧダãƒŧã‚ˇãƒƒãƒ—ãŽæ”¯æŒã‚’åž—ãŸã‚‰ã€ãƒã‚šãƒˆãƒĸãƒŧãƒ†ãƒ åˆ†æžã‚’åŽŸčĄŒã™ã‚‹å€‹ã€…ãŽč˛ĸįŒŽč€…ã‹ã‚‰ã‚‚čŗ›åŒã‚’åž—ã‚‹åŋ…čĻãŒã‚ã‚Šãžã™ã€‚ã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆåžŒãĢčĒ°ã‚‚įŊ°ã›ã‚‰ã‚ŒãĒいというįĩŒå–ļé™Ŗã‹ã‚‰ãŽã‚ŗãƒŸãƒƒãƒˆãƒĄãƒŗãƒˆã‚’å…ąæœ‰ã—ãĻください。そしãĻã€éžé›ŖãŒäŋĄé ŧと協力ãĢæœ‰åŽŗã§ã‚ã‚‹į†į”ąã‚’ãƒãƒŧムãĢčĒŦæ˜Žã—ãžã—ã‚‡ã†ã€‚éžé›Ŗã‚’ã‚ˆã‚Šæ„č­˜ã—ã€éžé›ŖãŒčĻŗå¯Ÿã•ã‚ŒãŸã¨ããĢおäē’いãĢå„Ēしく指摘することãĢ協力することãĢ同意しãĻください。 -When Google studied their teams to learn what behaviors made groups successful, they found that psychological safety was the most critical factor for a team work well together. Harvard Business School professor Amy Edmondson defines psychological safety as "a sense of confidence that the team will not embarrass, reject, or punish someone for speaking up." A sense of safety makes people feel comfortable enough to share information about incidents, which allows for deeper analysis and results in learnings that improve the resilience of your systems. +Googleが、チãƒŧムãĢå¯žã™ã‚‹į ”įŠļã‚’čĄŒã„ã‚°ãƒĢãƒŧãƒ—ã‚’æˆåŠŸã•ã›ã‚‹čĄŒå‹•ã‚’å­Ļんだとき、チãƒŧムがうぞく協力するためぎ最も重čρãĒčĻį´ ã¯åŋƒį†įš„厉全性であることがわかりぞした。ハãƒŧバãƒŧドãƒģビジネ゚ãƒģ゚クãƒŧãƒĢぎ教授Amy Edmondsonは、åŋƒį†įš„厉全性を「čĒ°ã‹ãŒį™ēč¨€ã—ãŸã¨ããĢチãƒŧムがæĨå…Ĩらせたり、拒įĩļしたり、įŊ°ã—たりしãĒいというč‡ĒäŋĄã€ã¨åŽšįžŠã—ãĻいぞす。厉全ぎ感čĻšã¯ã€ã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆãĢé–ĸã™ã‚‹æƒ…å ąã‚’å…ąæœ‰ã™ã‚‹ãŽãĢ十分ãĒåŋƒãŽäŊ™čŖ•ã‚’äēē々ãĢ与え、それãĢã‚ˆãŖãĻã‚ˆã‚Šæˇąã„åˆ†æžãŒå¯čƒŊãĢãĒã‚Šã€ã‚ˇã‚šãƒ†ãƒ ãŽå›žåžŠåŠ›ã‚’å‘ä¸Šã•ã›ã‚‹å­ĻãŗãĢつãĒがりぞす。 -Google found that high-performing teams with strong psychological safety share two key behaviors. First, these teams demonstrate conversational turn-taking. Team members speak in roughly the same proportion. When everyone is able to share their perspective, the collective intelligence of the group increases. Second, good teams have high social sensitivity or empathy. Successful teams are able to sense when someone is feeling upset or left out based on nonverbal cues. +Googleは、åŋƒį†įš„厉全性ぎéĢ˜ã„ãƒã‚¤ãƒ‘ãƒ•ã‚Šãƒŧãƒžãƒŗã‚šãƒãƒŧムãĢå…ąé€šã™ã‚‹2つぎ重čρãĒčĄŒå‹•ãŒã‚ã‚‹ã“ã¨ã‚’į™ēčĻ‹ã—ãžã—ãŸã€‚ãžãšã€ã“ã‚Œã‚‰ãŽãƒãƒŧãƒ ã§ã¯å‚åŠ č€…ãŋんãĒãĢäŧščŠąãŽé †åēãŒå›žãŖãĻきぞす。チãƒŧãƒ ãƒĄãƒŗãƒãƒŧはãģãŧåŒã˜å‰˛åˆã§čŠąã—ãžã™ã€‚å…¨å“ĄãŒč‡Ē分ぎčĻ–į‚šã‚’å…ąæœ‰ã§ãã‚‹ã¨ãã€ã‚°ãƒĢãƒŧプぎ集合įŸĨがåĸ—加しぞす。įŦŦäēŒãĢ、よいチãƒŧムはéĢ˜ã„į¤žäŧšįš„æ„Ÿå—æ€§ãžãŸã¯å…ąæ„Ÿã‚’æŒãŖãĻいぞす。成功したチãƒŧãƒ ã¯ã€éžč¨€čĒžįš„ãĒ手がかりãĢåŸēãĨいãĻčĒ°ã‹ãŒå‹•æēしたり取り掋されたりしãĻいることを感じとることができぞす。 -These behaviors and the resulting sense of psychological safety can be encouraged by modeling vulnerability. A manager at Google found his team was able to find ways to work better together after doing an ice-breaker activity in which everyone shared something personal about themselves. The manager started by telling the team about his struggle with cancer, which helped everyone else feel more comfortable sharing something. Creating emotional bonds within a team leads to greater psychological safety and higher performance. +ã“ã‚Œã‚‰ãŽčĄŒå‹•ã¨įĩæžœã¨ã—ãĻぎåŋƒį†įš„厉全性ぎ感čĻšã¯ã€åŧąãŋをãƒĸデãƒĢ化することでåĨ¨åŠąã™ã‚‹ã“ã¨ãŒã§ããžã™ã€‚Googleぎマネãƒŧã‚¸ãƒŖãƒŧã¯ã€å…¨å“ĄãŒč‡Ē分č‡ĒčēĢãĢついãĻäŊ•か個äēēįš„ãĒã“ã¨ã‚’å…ąæœ‰ã™ã‚‹ã‚ĸイ゚ブãƒŦãƒŧã‚Ģãƒŧæ´ģ動をした垌、チãƒŧãƒ ãŒã‚ˆã‚Šč‰¯ãå”åŠ›ã™ã‚‹æ–šæŗ•ã‚’čĻ‹ã¤ã‘ã‚‹ã“ã¨ãŒã§ããŸã“ã¨ãĢ気ãĨきぞした。マネãƒŧã‚¸ãƒŖãƒŧはがんとぎ闘いãĢついãĻチãƒŧムãĢčŠąã™ã“ã¨ã‹ã‚‰å§‹ã‚ã€ãã‚ŒãŒäģ–ãŽå…¨å“ĄãŒã‚ˆã‚ŠåŋĢ遊ãĢå…ąæœ‰ã™ã‚‹ã“ã¨ã‚’åŠŠã‘ãžã—ãŸã€‚ãƒãƒŧãƒ å†…ã§æ„Ÿæƒ…įš„ãĒįĩ†ã‚’äŊœã‚‹ã“とは、より大きãĒåŋƒį†įš„厉全性とéĢ˜ã„ãƒ‘ãƒ•ã‚Šãƒŧãƒžãƒŗã‚šãĢつãĒがりぞす。 -Culture change does not happen overnight. Iteratively introduce new practices to the organization by starting small, sharing successful results of experimenting with new practices, and slowly expanding those practices across teams. You can start experimenting with blameless postmortems within a single team. To get started, use our ["How to Write a Postmortem"](../how_to_write/writing.md) guide to share tips. +ã‚ĢãƒĢãƒãƒŖãƒŧぎ変化は一夜ãĢしãĻčĩˇã“るもぎではありぞせん。新しいåޟčˇĩをįĩ„įš”ãĢååžŠįš„ãĢ導å…ĨするãĢは、小さく始め、新しい原čˇĩを原験した成功įĩæžœã‚’å…ąæœ‰ã—ã€ãã‚Œã‚‰ãŽåޟčˇĩをチãƒŧム間で垐々ãĢæ‹Ąå¤§ã—ãĻいきぞす。ぞずは、単一ぎチãƒŧãƒ å†…ã§éžé›ŖãŽãĒいポ゚トãƒĸãƒŧテムぎ原験を始めるとよいでしょう。始めるãĢã¯ã€į§ãŸãĄãŽ[「ポ゚トãƒĸãƒŧテムぎ書き斚」](../how_to_write/writing.md)ã‚ŦイドをäŊŋį”¨ã—ãĻãƒ’ãƒŗãƒˆã‚’å…ąæœ‰ã—ãĻください。 -It is also easy to start practicing blameless postmortems by analyzing smaller incidents before tackling major ones. Doing postmortems for smaller incidents allows the team to develop the skill of deeper system analysis that goes beyond how people contributed to an incident. This also helps protect individuals while everyone is practicing blameless culture as people may revert to blame, but the impact on the individual will be less than if that same mistake happens with a more critical incident. +ぞた、より小さãĒã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆãŽãƒã‚šãƒˆãƒĸãƒŧテムを原čˇĩすることから始めるぎもよいでしょう。小さãĒã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆãŽãƒã‚šãƒˆãƒĸãƒŧãƒ†ãƒ ã‚’čĄŒã†ã“ã¨ã§ã€ãƒãƒŧãƒ ã¯ã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆã¸ãŽå€‹ã€…äēēぎč˛ĸįŒŽãĢį•™ãžã‚‰ãšã€ã‚ˆã‚Šæˇąã„ã‚ˇã‚šãƒ†ãƒ åˆ†æžãŽã‚šã‚­ãƒĢをéĢ˜ã‚ã‚‹ã“ã¨ãŒã§ããžã™ã€‚ã“ã‚Œã¯ãžãŸã€å…¨å“ĄãŒéžé›ŖãŽãĒい文化を原čˇĩしãĻいる間、個々äēēをäŋč­ˇã™ã‚‹ãŽãĢもåŊšįĢ‹ãĄãžã™ã€‚äēēã€…ã¯éžé›ŖãĢæˆģãŖãĻã—ãžã†ã“ã¨ã‚‚ã‚ã‚‹ã‹ã‚‚ã—ã‚Œãžã›ã‚“ãŒã€åŒã˜å¤ąæ•—ãŒã‚ˆã‚Šé‡å¤§ãĒã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆã§čĩˇã“ãŖãŸå ´åˆã‚ˆã‚Šã‚‚ã€å€‹äēēへぎåŊąéŸŋは少ãĒくãĒりぞす。 -!!! info "Key Takeaways" - - Sell the business value of blamelessness: faster incident resolution, more resilient systems, more time for innovation - - Commit to kindly calling each other out when blame is observed - - Start with a single team - - Start with smaller incidents +!!! info "重čρãĒãƒã‚¤ãƒŗãƒˆ" + - éžé›ŖãŽãĒいįŠļ態īŧˆãƒ–ãƒŦãƒŧムãƒŦ゚īŧ‰ãŽãƒ“ã‚¸ãƒã‚šäžĄå€¤ã‚’åŖ˛ã‚Ščžŧむことīŧšã‚ˆã‚Ščŋ…速ãĒã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆč§Ŗæąēã€ã‚ˆã‚Šå›žåžŠåŠ›ãŽã‚ã‚‹ã‚ˇã‚šãƒ†ãƒ ã€ã‚¤ãƒŽãƒ™ãƒŧã‚ˇãƒ§ãƒŗãŽãŸã‚ãŽæ™‚é–“ãŽåĸ—加 + - éžé›ŖãŒčĻŗå¯Ÿã•ã‚ŒãŸã¨ããĢおäē’いãĢå„Ēã—ãæŒ‡æ‘˜ã™ã‚‹ã“ã¨ã‚’į´„æŸã™ã‚‹ã“ã¨ + - 単一ぎチãƒŧムから始めること + - より小さãĒã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆã‹ã‚‰å§‹ã‚ã‚‹ã“ã¨ diff --git a/docs/culture/sharing.md b/docs/culture/sharing.md index 1935859..f733f82 100644 --- a/docs/culture/sharing.md +++ b/docs/culture/sharing.md @@ -1,27 +1,27 @@ --- cover: -description: A successful postmortem process is based on a culture of honesty, learning, and accountability. Culture change requires management buy-in, but you can lead culture change no matter your role. This guide describes common challenges faced in building a culture of continuous learning through postmortems and strategies for overcoming these challenges. +description: 成功するポ゚トãƒĸãƒŧテムプロã‚ģ゚は、čĒ åŽŸã•ã€å­Ļįŋ’、そしãĻčĒŦ明č˛Ŧäģģぎ文化ãĢåŸēãĨいãĻいぞす。文化ぎ変靊ãĢはįĩŒå–ļé™ŖãŽčŗ›åŒãŒåŋ…čĻã§ã™ãŒã€ã‚ãĒたぎåŊšå‰˛ãĢé–ĸわらず文化ぎ変靊をãƒĒãƒŧドすることができぞす。こぎã‚Ŧイドでは、ポ゚トãƒĸãƒŧテムを通じたįļ™įļšįš„å­Ļįŋ’ãŽæ–‡åŒ–ã‚’æ§‹į¯‰ã™ã‚‹éš›ãĢį›´éĸする一čˆŦįš„ãĒčĒ˛éĄŒã¨ã€ãã‚Œã‚‰ã‚’å…‹æœã™ã‚‹ãŸã‚ãŽæˆĻį•ĨãĢついãĻčĒŦ明しぞす。 --- ![Information Sharing](../assets/img/headers/Postmortems-InfoSharing.png) -You can scale culture through sharing.1 People want to share their successes, and when people see something that’s going well, they want to replicate that success. It may seem counterintuitive to share incident reports because it seems like you’re sharing a story of failure rather than success. The truth is, practicing blameless postmortems leads to success because it enables teams to learn from failure and improve systems to reduce the prevalence of failure. Framing incidents as learning opportunities with concrete resulting improvements rather than a personal failure also increases morale, which increases employee retention and productivity. +į§ãŸãĄã¯ã€å…ąæœ‰ã‚’é€šã˜ãĻ文化をåēƒã’ることができぞす。1äēē々はč‡Ēåˆ†ãŽæˆåŠŸã‚’å…ąæœ‰ã—ãŸã„ã¨æ€ã„ã€äŊ•ã‹ãŒã†ãžãã„ãŖãĻいるぎをčĻ‹ã‚‹ã¨ã€ããŽæˆåŠŸã‚’å†įžã—ãŸã„ã¨æ€ã„ãžã™ã€‚ã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆãƒŦポãƒŧãƒˆã‚’å…ąæœ‰ã™ã‚‹ã“ã¨ã¯ã€å¤ąæ•—ãŽčŠąã‚’å…ąæœ‰ã—ãĻいるようãĢčĻ‹ãˆã‚‹ãŸã‚ã€į›´æ„ŸãĢåã™ã‚‹ã‹ã‚‚ã—ã‚Œãžã›ã‚“ã€‚ã‘ã‚ŒãŠã‚‚åŽŸéš›ã¯ã€éžé›ŖãŽãĒいīŧˆãƒ–ãƒŦãƒŧムãƒŦ゚ãĒīŧ‰ãƒã‚šãƒˆãƒĸãƒŧテムぎ原čˇĩこそが成功ãĢつãĒがりぞす。ãĒぜãĒら、チãƒŧãƒ ã¯å¤ąæ•—ã‹ã‚‰å­Ļãŗã€å¤ąæ•—ãŽį™ēį”Ÿã‚’æ¸›ã‚‰ã™ãŸã‚ãĢã‚ˇã‚šãƒ†ãƒ ã‚’æ”šå–„ã™ã‚‹ã“ã¨ãŒã§ãã‚‹ã‹ã‚‰ã§ã™ã€‚ã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆã‚’å€‹äēēįš„ãĒå¤ąæ•—ã§ã¯ãĒãã€å…ˇäŊ“įš„ãĒ攚善をもたらすå­Ļįŋ’ぎ抟äŧšã¨ã—ãĻäŊįŊŽãĨけることで、ãƒĸナãƒĢも向上し、垓æĨ­å“ĄãŽåŽšį€įŽ‡ã¨į”Ÿį”Ŗæ€§ãŒéĢ˜ãžã‚Šãžã™ã€‚ -**Sharing the results of postmortems has two main benefits:** -1. It increases system knowledge across the organization. -1. It reinforces a blameless culture. +**ポ゚トãƒĸãƒŧテムぎįĩæžœã‚’å…ąæœ‰ã™ã‚‹ã“ã¨ãĢは2つぎä¸ģãĒåˆŠį‚šãŒã‚ã‚Šãžã™īŧš** +1. įĩ„įš”å…¨äŊ“ãŽã‚ˇã‚šãƒ†ãƒ įŸĨč­˜ã‚’åĸ—やしぞす。 +1. éžé›ŖãŽãĒいīŧˆãƒ–ãƒŦãƒŧムãƒŦ゚ãĒīŧ‰æ–‡åŒ–ã‚’åŧˇåŒ–しぞす。 -By sharing learnings from incident analysis, you help the entire organization learn, not just the affected teams responsible for remediation. PagerDuty sends completed postmortems via email to an “Incident Reports” distribution list that includes all of engineering, product, and support, as well as all Incident Commanders (who may not be in any of those departments.) This widens system knowledge for everyone involved in incident response. +ã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆåˆ†æžã‹ã‚‰ãŽå­Ļãŗã‚’å…ąæœ‰ã™ã‚‹ã“ã¨ã§ã€åŊąéŸŋを受けたäŋŽåžŠã‚’æ‹…åŊ“するチãƒŧムだけでãĒく、įĩ„įš”å…¨äŊ“がå­ĻずるようãĢしぞす。PagerDutyは厌äē†ã—たポ゚トãƒĸãƒŧãƒ†ãƒ ã‚’ã€Œã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆãƒŦポãƒŧト」配布ãƒĒ゚トを通じãĻã‚¨ãƒŗã‚¸ãƒ‹ã‚ĸãƒĒãƒŗã‚°ã€ãƒ—ãƒ­ãƒ€ã‚¯ãƒˆã€ã‚ĩポãƒŧトぎすずãĻã€ãŠã‚ˆãŗã™ãšãĻãŽã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆã‚ŗãƒžãƒŗãƒ€ãƒŧīŧˆå‰čŋ°ãŽéƒ¨é–€ãŽã„ずれãĢã‚‚åąžã—ãĻいãĒい可čƒŊ性がありぞすīŧ‰ãĢãƒĄãƒŧãƒĢで送äŋĄã—ぞす。これãĢã‚ˆã‚Šã€ã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆå¯žåŋœãĢé–ĸわるすずãĻぎäēēãŽã‚ˇã‚šãƒ†ãƒ įŸĨč­˜ãŒåēƒãŒã‚Šãžã™ã€‚ -We encourage teams to learn postmortem best practices from each other by hosting a community of experienced postmortem writers available to review postmortems before they are shared more widely. This ensures blameless analysis through feedback and coaching while postmortems are being written. +į§ãŸãĄã¯ã€ãƒã‚šãƒˆãƒĸãƒŧテムがåēƒãå…ąæœ‰ã•れる前ãĢãƒŦビãƒĨãƒŧãŒčĄŒã‚ã‚Œã‚‹ã‚ˆã†ã€įĩŒé¨“čąŠå¯ŒãĒポ゚トãƒĸãƒŧテムäŊœæˆč€…ãŽã‚ŗãƒŸãƒĨãƒ‹ãƒ†ã‚Ŗã‚’ä¸ģå‚Ŧすることで、ポ゚トãƒĸãƒŧãƒ†ãƒ ãŽãƒ™ã‚šãƒˆãƒ—ãƒŠã‚¯ãƒ†ã‚Ŗã‚šã‚’ãƒãƒŧムがäē’いãĢå­ĻずるようãĢすることをåĨ¨åŠąã—ãĻいぞす。これãĢより、ポ゚トãƒĸãƒŧテムが書かれãĻいる間ãĢãƒ•ã‚Ŗãƒŧãƒ‰ãƒãƒƒã‚¯ã¨ã‚ŗãƒŧãƒãƒŗã‚°ã‚’é€šã˜ãĻéžé›ŖãŽãĒい分析ができるようãĢãĒりぞす。 -We also schedule all postmortem meetings on a shared calendar. This calendar is visible to the entire company, and anyone is welcome to join. This gives engineering teams the opportunity to learn from each other on how to practice blamelessness and deeply analyze incident causes. It also makes clear that incidents are not shameful failures that should be kept quiet. +ぞた、すずãĻぎポ゚トãƒĸãƒŧテムミãƒŧãƒ†ã‚Ŗãƒŗã‚°ã‚’å…ąæœ‰ã‚ĢãƒŦãƒŗãƒ€ãƒŧãĢã‚šã‚ąã‚¸ãƒĨãƒŧãƒĢしãĻいぞす。こぎã‚ĢãƒŦãƒŗãƒ€ãƒŧはäŧšį¤žå…¨äŊ“ãĢå…Ŧ開されãĻおり、čĒ°ã§ã‚‚å‚åŠ ã™ã‚‹ã“ã¨ãŒã§ããžã™ã€‚ã“ã‚ŒãĢã‚ˆã‚Šã€ã‚¨ãƒŗã‚¸ãƒ‹ã‚ĸãƒĒãƒŗã‚°ãƒãƒŧムはブãƒŦãƒŧムãƒŦ゚を原čˇĩã—ã€ã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆãŽåŽŸå› ã‚’æˇąãåˆ†æžã™ã‚‹æ–šæŗ•ãĢついãĻäē’いãĢå­Ļãļ抟äŧšãŒåž—ã‚‰ã‚Œãžã™ã€‚ãžãŸã€ã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆã¯éš ã—ãĻおくずきæĨãšã‹ã—ã„å¤ąæ•—ã§ã¯ãĒいことを明らかãĢしぞす。 -Being transparent about system failure reinforces a culture of blamelessness. When postmortems are shared, teams will see that individuals are not blamed or punished for incidents. This will reduce the fear of speaking up when issues inevitably occur. Creating a culture where information can be confidently shared leads to a culture of continuous learning in which teams can work together to design improvements. +ã‚ˇã‚šãƒ†ãƒ ãŽéšœåŽŗãĢついãĻé€æ˜Žæ€§ã‚’æŒã¤ã“ã¨ã¯ã€éžé›ŖãŽãĒい文化をåŧˇåŒ–しぞす。ポ゚トãƒĸãƒŧãƒ†ãƒ ãŒå…ąæœ‰ã•ã‚Œã‚‹ã¨ã€ãƒãƒŧãƒ ã¯ã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆãĢ寞しãĻ個äēēãŒéžé›Ŗã•ã‚ŒãŸã‚ŠįŊ°ã›ã‚‰ã‚ŒãŸã‚Šã—ãĒいことをįŸĨりぞす。これãĢã‚ˆã‚Šã€å•éĄŒãŒį™ēį”Ÿã—ãŸã¨ããĢį™ēč¨€ã™ã‚‹ã“ã¨ã¸ãŽææ€–ãŒčģŊ減されぞす。č‡ĒäŋĄã‚’æŒãŖãĻæƒ…å ąã‚’å…ąæœ‰ã§ãã‚‹æ–‡åŒ–ã‚’äŊœã‚‹ã“とは、チãƒŧムが協力しãĻæ”šå–„ã‚’č¨­č¨ˆã§ãã‚‹įļ™įļšįš„å­Ļįŋ’ぎ文化ãĢつãĒがりぞす。 -!!! info "Key Takeaways" - * Create a community of experienced postmortem writers to review postmortem drafts and spread best practices. - * Schedule postmortem meetings on a shared calendar, open for any interested parties to listen and learn. - * Email completed postmortems to all teams involved in incident response to share learning and reinforce blamelessness. +!!! info "重čρãĒãƒã‚¤ãƒŗãƒˆ" + * įĩŒé¨“čąŠå¯ŒãĒポ゚トãƒĸãƒŧテムäŊœæˆč€…ãŽã‚ŗãƒŸãƒĨãƒ‹ãƒ†ã‚Ŗã‚’äŊœã‚Šã€ãƒã‚šãƒˆãƒĸãƒŧテムぎドナフトをãƒŦビãƒĨãƒŧã—ã€ãƒ™ã‚šãƒˆãƒ—ãƒŠã‚¯ãƒ†ã‚Ŗã‚šã‚’åēƒã‚ãžã™ã€‚ + * ポ゚トãƒĸãƒŧテムミãƒŧãƒ†ã‚Ŗãƒŗã‚°ã‚’å…ąæœ‰ã‚ĢãƒŦãƒŗãƒ€ãƒŧãĢã‚šã‚ąã‚¸ãƒĨãƒŧãƒĢし、é–ĸåŋƒãŽã‚ã‚‹äēēãĒらčĒ°ã§ã‚‚čžã„ãĻå­ĻãļことができるようãĢしぞす。 + * 厌äē†ã—たポ゚トãƒĸãƒŧãƒ†ãƒ ã‚’ã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆå¯žåŋœãĢé–ĸわるすずãĻぎチãƒŧムãĢãƒĄãƒŧãƒĢで送り、å­Ļãŗã‚’å…ąæœ‰ã—éžé›ŖãŽãĒいįŠļ態をåŧˇåŒ–しぞす。 --- -1. Puppet’s [2018 State of DevOps Report](https://puppet.com/resources/whitepaper/state-of-devops-report) tells us operationally mature organizations adopt practices that promote sharing. +1. Puppetぎ[2018åš´DevOpsãƒŦポãƒŧト](https://puppet.com/resources/whitepaper/state-of-devops-report)ãĢã‚ˆã‚‹ã¨ã€é‹į”¨įš„ãĢæˆį†Ÿã—ãŸįĩ„įš”ã¯å…ąæœ‰ã‚’äŋƒé€˛ã™ã‚‹åޟčˇĩã‚’æŽĄį”¨ã—ãĻいぞす。 diff --git a/docs/how_to_write/effective_postmortems.md b/docs/how_to_write/effective_postmortems.md index 948c98a..d9cd1a5 100644 --- a/docs/how_to_write/effective_postmortems.md +++ b/docs/how_to_write/effective_postmortems.md @@ -1,21 +1,21 @@ --- cover: -description: Here are concrete steps for producing a postmortem document. You will learn the most important information to include in the postmortem, how to collect and present that information, and how to conduct an effective analysis that results in system improvements. +description: åŠšæžœįš„ãĒポ゚トãƒĸãƒŧテム文書をäŊœæˆã™ã‚‹ãŸã‚ãŽå…ˇäŊ“įš„ãĒã‚šãƒ†ãƒƒãƒ—ã‚’į´šäģ‹ã—ぞす。ポ゚トãƒĸãƒŧテムãĢåĢめるずき最も重čρãĒæƒ…å ąã€ããŽæƒ…å ąãŽåŽé›†ã¨æį¤ēæ–šæŗ•ã€ãã—ãĻã‚ˇã‚šãƒ†ãƒ æ”šå–„ãĢつãĒãŒã‚‹åŠšæžœįš„ãĒ分析ぎ原æ–Ŋæ–šæŗ•ã‚’å­Ļãŗãžã™ã€‚ --- ![Effective Postmortems](../assets/img/headers/Postmortems-Tips.png) -Writing detailed and accurate postmortems allows you to learn quickly from mistakes and improve systems and processes for everyone. This guide lists some of the things we do to make sure our postmortems are effective. +čŠŗį´°ã§æ­ŖįĸēãĒポ゚トãƒĸãƒŧテムをäŊœæˆã™ã‚‹ã“とで、ミ゚からčŋ…速ãĢå­Ļãŗã€å…¨å“ĄãŽãŸã‚ãĢã‚ˇã‚šãƒ†ãƒ ã¨ãƒ—ãƒ­ã‚ģ゚を攚善することができぞす。こぎã‚Ŧã‚¤ãƒ‰ã§ã¯ã€åŠšæžœįš„ãĒポ゚トãƒĸãƒŧテムをäŊœæˆã™ã‚‹ãŸã‚ãĢį§ãŸãĄãŒčĄŒãŖãĻã„ã‚‹ã“ã¨ã‚’ã„ãã¤ã‹į´šäģ‹ã—ぞす。 -## Do -- Make sure the timeline is an accurate representation of events. -- Define any technical lingo/acronyms you use that newcomers may not understand. -- [Separate what happened from how to fix it](https://www.youtube.com/watch?v=TqaFT-0cY7U). -- Write follow-up tasks that are actionable, specific, and bounded in scope. -- [Discuss how the incident fits into our understanding of the health and resiliency of the services affected](https://www.pagerduty.com/blog/postmortem-understand-service-reliability/). +## すずきこと +- ã‚ŋã‚¤ãƒ ãƒŠã‚¤ãƒŗãĢå‡ēæĨäē‹ãŒæ­ŖįĸēãĢčĄ¨įžã•ã‚ŒãĻいることをįĸēčĒã™ã‚‹ã“ã¨ã€‚ +- 新しく参加したäēēãŒį†č§Ŗã§ããĒい可čƒŊæ€§ãŽã‚ã‚‹å°‚é–€į”¨čĒžã‚„į•ĨčĒžã‚’åŽšįžŠã™ã‚‹ã“ã¨ã€‚ +- [äŊ•がčĩˇããŸã‹ã¨ã€ãã‚Œã‚’おうäŋŽæ­Ŗã™ã‚‹ã‹ã‚’分けãĻč€ƒãˆã‚‹ã“ã¨](https://www.youtube.com/watch?v=TqaFT-0cY7U)。 +- フりロãƒŧã‚ĸップã‚ŋã‚šã‚¯ã¯ã€åŽŸčĄŒå¯čƒŊã§å…ˇäŊ“įš„ã‹ã¤į¯„å›˛ãŒé™åŽšã•ã‚ŒãŸã‚‚ãŽãĢすること。 +- [ã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆã¨ã€åŊąéŸŋを受けたã‚ĩãƒŧビ゚ぎåĨ全性と回垊力ãĢé–ĸするč‡Ēåˆ†ãŸãĄãŽį†č§Ŗã‚’į…§ã‚‰ã—åˆã‚ã›ã€ãŠãŽã‚ˆã†ãĢåˆč‡´ã™ã‚‹ã‹ã‚’č­°čĢ–ã™ã‚‹ã“ã¨](https://www.pagerduty.com/blog/postmortem-understand-service-reliability/)。 -## Do Not -- Use the word "outage" unless it really was an outage. Accurately reflect the impact of an incident. Outage is usually too broad a term to use. It can lead customers to think the product was fully unavailable when that likely was nowhere near the case. -- Change details or events to make things "look better." Be honest in postmortems, otherwise they lose their effectiveness. -- Name and shame someone. Keep postmortems blameless. If someone deployed a change that broke things, it's not their fault. Everyone is collectively responsible for building a system that allowed them to deploy a breaking change. -- Blame "human error." Very rarely is the mistake "rooted" in a human performing an action. There are often several contributing factors (the script the human ran didn't have rate limiting, the documentation was out of date, etc.) that can and should be addressed. -- Only point out what went wrong. Drill down to the underlying causes of the issue. \ No newline at end of file +## すずきでãĒいこと +- æœŦåŊ“ãĢ停æ­ĸしãĻいãĒい限り、「停æ­ĸīŧˆoutageīŧ‰ã€ã¨ã„ã†č¨€č‘‰ã‚’äŊŋわãĒいようãĢã—ã€ã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆãŽåŊąéŸŋã‚’æ­ŖįĸēãĢ反映させること。「停æ­ĸ」は通常、äŊŋį”¨ã™ã‚‹ãĢはåēƒã™ãŽã‚‹į”¨čĒžã§ã™ã€‚éĄ§åŽĸãĢčŖŊ品が厌全ãĢåˆŠį”¨ã§ããĒくãĒãŖãŸã¨æ€ã‚ã›ã‚‹å¯čƒŊ性がありぞすが、原際ãĢはそうではãĒいことがãģとんおです。 +- ã€Œã‚ˆã‚Šč‰¯ãčĻ‹ã›ã‚‹ã€ãŸã‚ãĢčŠŗį´°ã‚„å‡ēæĨäē‹ã‚’変更しãĒいこと。ポ゚トãƒĸãƒŧãƒ†ãƒ ã§ã¯æ­Ŗį›´ã§ã‚ã‚‹ã“ã¨ãŒé‡čĻã§ã€ã•ã‚‚ãĒã„ã¨ããŽåŠšæžœãŒå¤ąã‚ã‚Œãžã™ã€‚ +- į‰šåŽšãŽäēēã‚’åæŒ‡ã—ã§éžé›Ŗã—ãĒいこと。ポ゚トãƒĸãƒŧãƒ†ãƒ ã¯éžé›ŖãŽãĒいもぎãĢしぞしょう。čĒ°ã‹ãŒå•éĄŒã‚’åŧ•きčĩˇã“す変更をデプロイした場合、それはそぎäēēぎč˛Ŧäģģã§ã¯ã‚ã‚Šãžã›ã‚“ã€‚į ´åŖŠįš„ãĒå¤‰æ›´ã‚’ãƒ‡ãƒ—ãƒ­ã‚¤ã§ãã‚‹ã‚ˇã‚šãƒ†ãƒ ã‚’æ§‹į¯‰ã—ãŸã“ã¨ãĢ寞しãĻã€å…¨å“ĄãŒå…ąåŒã§č˛Ŧäģģã‚’č˛ ãŖãĻいぞす。 +- 「ヒãƒĨãƒŧãƒžãƒŗã‚¨ãƒŠãƒŧã€ã‚’éžé›Ŗã—ãĒいこと。ミ゚がäēēé–“ãŽčĄŒå‹•ãĢ「栚ざしãĻいる」ことはãģとんおありぞせん。多くぎ場合、いくつかぎčρ因īŧˆäēēé–“ãŒåŽŸčĄŒã—ãŸã‚šã‚¯ãƒĒプトãĢãƒŦãƒŧトãƒĒミットぎ寞åŋœãŒãĒã‹ãŖãŸã€ãƒ‰ã‚­ãƒĨãƒĄãƒŗãƒˆãŒå¤ã‹ãŖãŸã€ãĒおīŧ‰ãŒé–ĸäŋ‚しãĻいぞす。こぎようãĒä狿Ÿ„ãĢは寞å‡Ļすることができ、ぞた寞å‡Ļすずきです。 +- äŊ•ãŒé–“é•ãŖãĻいたかだけを指摘しãĒã„ã“ã¨ã€‚å•éĄŒãŽæ šæœŦįš„ãĒ原因を掘り下げぞしょう。 diff --git a/docs/how_to_write/writing.md b/docs/how_to_write/writing.md index 60a380c..9c1d4e2 100644 --- a/docs/how_to_write/writing.md +++ b/docs/how_to_write/writing.md @@ -1,274 +1,274 @@ --- cover: -description: Here are concrete steps for producing a postmortem document. You will learn the most important information to include in the postmortem, how to collect and present that information, and how to conduct an effective analysis that results in system improvements. +description: ポ゚トãƒĸãƒŧテム文書をäŊœæˆã™ã‚‹ãŸã‚ãŽå…ˇäŊ“įš„ãĒã‚šãƒ†ãƒƒãƒ—ã‚’į´šäģ‹ã—ぞす。ポ゚トãƒĸãƒŧテムãĢåĢめるずき最も重čρãĒæƒ…å ąã€ããŽæƒ…å ąãŽåŽé›†ã¨æį¤ēæ–šæŗ•ã€ãã—ãĻã‚ˇã‚šãƒ†ãƒ æ”šå–„ãĢつãĒãŒã‚‹åŠšæžœįš„ãĒ分析ぎ原æ–Ŋæ–šæŗ•ã‚’å­Ļãŗãžã™ã€‚ --- ![Step by Step](../assets/img/headers/Postmortems-StepByStep.png) -Below are the steps involved in performing a postmortem at a high level. Below are the details of how to perform each step. +äģĨ下は、æĻ‚čρãƒŦベãƒĢでぎポ゚トãƒĸãƒŧテム原æ–Ŋぎ゚テップです。各゚テップぎ原æ–Ŋæ–šæŗ•ãŽčŠŗį´°ã‚’äģĨ下ãĢį¤ēしぞす。 -1. Create a new postmortem for the incident. -1. Schedule a postmortem meeting within the required timeframe for all required and optional attendees on the "Incident Postmortem Meetings" shared calendar. -1. Populate the incident timeline with important changes in status/impact and key actions taken by responders. - - For each item in the timeline, include a metric or some third-party page where the data came from. -1. Analyze the incident. - - Identify superficial and root causes. - - Consider technology and process. -1. Open any follow-up action tickets. -1. Write the external messaging. -1. Ask for review. -1. Attend the postmortem meeting. -1. Share the postmortem. +1. ã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆãŽæ–°ã—ã„ãƒã‚šãƒˆãƒĸãƒŧテムをäŊœæˆã™ã‚‹ã€‚ +1. ã€Œã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆãƒã‚šãƒˆãƒĸãƒŧテムミãƒŧãƒ†ã‚Ŗãƒŗã‚°ã€å…ąæœ‰ã‚ĢãƒŦãƒŗãƒ€ãƒŧãĢ、åŋ…é ˆãŠã‚ˆãŗäģģæ„ãŽå‚åŠ č€…ãŽãŸã‚ãĢ、åŋ…čρãĒ時間枠内でポ゚トãƒĸãƒŧテムミãƒŧãƒ†ã‚Ŗãƒŗã‚°ã‚’ã‚šã‚ąã‚¸ãƒĨãƒŧãƒĢする。 +1. ゚テãƒŧã‚ŋ゚/åŊąéŸŋぎ重čρãĒ変化と、寞åŋœč€…ãŒå–ãŖãŸä¸ģčρãĒã‚ĸã‚¯ã‚ˇãƒ§ãƒŗã‚’ã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆã‚ŋã‚¤ãƒ ãƒŠã‚¤ãƒŗãĢ記å…Ĩする。 + - ã‚ŋã‚¤ãƒ ãƒŠã‚¤ãƒŗãŽå„é …į›ŽãĢついãĻ、デãƒŧã‚ŋぎå‡ē所とãĒã‚‹ãƒĄãƒˆãƒĒク゚ぞたはã‚ĩãƒŧドパãƒŧãƒ†ã‚ŖãŽãƒšãƒŧジをåĢめる。 +1. ã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆã‚’åˆ†æžã™ã‚‹ã€‚ + - 襨éĸįš„ãĒ原因と栚æœŦįš„ãĒåŽŸå› ã‚’į‰šåŽšã™ã‚‹ã€‚ + - æŠ€čĄ“ã¨ãƒ—ãƒ­ã‚ģã‚šãŽä¸Ąæ–šã‚’č€ƒæ…Žã™ã‚‹ã€‚ +1. フりロãƒŧã‚ĸップã‚ĸã‚¯ã‚ˇãƒ§ãƒŗãŽãƒã‚ąãƒƒãƒˆã‚’äŊœæˆã™ã‚‹ã€‚ +1. å¤–éƒ¨å‘ã‘ãƒĄãƒƒã‚ģãƒŧジをäŊœæˆã™ã‚‹ã€‚ +1. ãƒŦビãƒĨãƒŧを䞝é ŧする。 +1. ポ゚トãƒĸãƒŧテムミãƒŧãƒ†ã‚Ŗãƒŗã‚°ãĢ参加する。 +1. ポ゚トãƒĸãƒŧãƒ†ãƒ ã‚’å…ąæœ‰ã™ã‚‹ã€‚ -## Owner Responsibilities -At the end of a major incident call, or very shortly after, the [Incident Commander](https://response.pagerduty.com/training/incident_commander/) selects one responder to own the postmortem. The selected owner will be notified directly by the Incident Commander. Writing the postmortem will ultimately be a collaborative effort, but selecting a single owner will help ensure it gets done. +## ã‚Ēãƒŧナãƒŧぎč˛Ŧäģģ +重大ãĒã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆå¯žåŋœãŽįĩ‚ä熿™‚ã€ãžãŸã¯ããŽį›´åžŒãĢ、[ã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆã‚ŗãƒžãƒŗãƒ€ãƒŧ](https://response.pagerduty.co.jp/training/incident_commander/)は寞åŋœč€…ぎ一äēēをポ゚トãƒĸãƒŧテムぎã‚ĒãƒŧナãƒŧとしãĻ選å‡ēしぞす。選å‡ēされたã‚Ēãƒŧナãƒŧã¯ã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆã‚ŗãƒžãƒŗãƒ€ãƒŧã‹ã‚‰į›´æŽĨ通įŸĨを受けぞす。ポ゚トãƒĸãƒŧテムぎäŊœæˆã¯æœ€įĩ‚įš„ãĢã¯å…ąåŒäŊœæĨ­ã¨ãĒりぞすが、単一ぎã‚Ēãƒŧナãƒŧを選å‡ēすることでįĸē原ãĢ厌äē†ã•せることができぞす。 -The owner of a postmortem is responsible for the following: +ポ゚トãƒĸãƒŧテムぎã‚ĒãƒŧナãƒŧはäģĨ下ぎč˛Ŧäģģã‚’č˛ ã„ãžã™īŧš -- Scheduling the postmortem meeting on the shared calendar and inviting the relevant people (this should be scheduled within 3 calendar days for a Sev-1 and 5 business days for a Sev-2). -- Investigating the incident, pulling in whoever is needed from other teams to assist in the investigation. -- Ensuring the page is updated with all of the necessary content. See our [Template](../resources/post_mortem_template.md) for what should be included. -- Creating follow-up tickets. (The owner is only responsible for creating the tickets, not following them up to resolution). -- Reviewing the postmortem content with appropriate parties before the meeting, and running through the topics at the postmortem meeting (the Incident Commander will "run" the meeting and keep the discussion on track, but you will likely be doing most of the talking). -- Communicating the results of the postmortem internally. +- å…ąæœ‰ã‚ĢãƒŦãƒŗãƒ€ãƒŧãĢポ゚トãƒĸãƒŧテムミãƒŧãƒ†ã‚Ŗãƒŗã‚°ã‚’ã‚šã‚ąã‚¸ãƒĨãƒŧãƒĢし、é–ĸé€Ŗã™ã‚‹äēē々を招垅するīŧˆSev-1ぎ場合は3æ—ĨäģĨ内、Sev-2ぎ場合は5å–ļæĨ­æ—ĨäģĨ内ãĢã‚šã‚ąã‚¸ãƒĨãƒŧãƒĢするåŋ…čĻãŒã‚ã‚Šãžã™īŧ‰ã€‚ +- ã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆã‚’čĒŋæŸģし、čĒŋæŸģãĢåŋ…čρãĒäģ–ぎチãƒŧãƒ ãŽãƒĄãƒŗãƒãƒŧを招集する。 +- ペãƒŧジãĢåŋ…čρãĒすずãĻãŽã‚ŗãƒŗãƒ†ãƒŗãƒ„ãŒæ›´æ–°ã•ã‚ŒãĻいることをįĸēčĒã™ã‚‹ã€‚åĢめるずき内厚ãĢついãĻは[ãƒ†ãƒŗãƒ—ãƒŦãƒŧト](../resources/post_mortem_template.md)ã‚’å‚į…§ã—ãĻください。 +- フりロãƒŧã‚ĸãƒƒãƒ—ãƒã‚ąãƒƒãƒˆã‚’äŊœæˆã™ã‚‹īŧˆã‚Ēãƒŧナãƒŧã¯ãƒã‚ąãƒƒãƒˆãŽäŊœæˆãŽãŋč˛Ŧäģģã‚’č˛ ã„ã€č§Ŗæąēぞでぎフりロãƒŧã‚ĸップはč˛Ŧäģģ外ですīŧ‰ã€‚ +- äŧšč­°å‰ãĢ遊切ãĒé–ĸäŋ‚č€…ã¨ãƒã‚šãƒˆãƒĸãƒŧテムぎ内厚をãƒŦビãƒĨãƒŧし、ポ゚トãƒĸãƒŧテムミãƒŧãƒ†ã‚Ŗãƒŗã‚°ã§ãƒˆãƒ”ãƒƒã‚¯ã‚’é€˛čĄŒã™ã‚‹īŧˆã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆã‚ŗãƒžãƒŗãƒ€ãƒŧがäŧšč­°ã‚’「運å–ļã€ã—ã€č­°čĢ–ã‚’čģŒé“ãĢ䚗せぞすが、あãĒãŸãŒæœ€ã‚‚å¤šãčŠąã™ã“ã¨ãĢãĒるでしょうīŧ‰ã€‚ +- ポ゚トãƒĸãƒŧテムぎįĩæžœã‚’į¤žå†…ãĢäŧãˆã‚‹ã€‚ -The owner of a postmortem creates the postmortem document and updates it with all relevant information. +ポ゚トãƒĸãƒŧテムぎã‚Ēãƒŧナãƒŧはポ゚トãƒĸãƒŧテム文書をäŊœæˆã—、é–ĸé€Ŗã™ã‚‹ã™ãšãĻãŽæƒ…å ąã‚’æ›´æ–°ã—ãžã™ã€‚ -## Administration +## įŽĄį† ![Administration](../assets/img/thumbnails/1Administration.png) -1. Create the document. -2. Add all responders to it. -3. Schedule the meeting. +1. 文書をäŊœæˆã™ã‚‹ã€‚ +2. すずãĻぎ寞åŋœč€…ã‚’čŋŊ加する。 +3. äŧšč­°ã‚’ã‚šã‚ąã‚¸ãƒĨãƒŧãƒĢする。 -If not already done by the Incident Commander, the postmortem owner's first step is to create a new, empty postmortem for the Incident. Go through the history in Slack to identify the responders and add them to the page so they can help populate the postmortem. Include the Incident Commander and Scribe as well. Add a link to the incident call recording. +ãžã ã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆã‚ŗãƒžãƒŗãƒ€ãƒŧが原æ–ŊしãĻいãĒい場合、ポ゚トãƒĸãƒŧテムã‚ĒãƒŧナãƒŧãŽæœ€åˆãŽã‚šãƒ†ãƒƒãƒ—ã¯ã€ã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆãŽãŸã‚ãŽæ–°ã—ã„įŠēぎポ゚トãƒĸãƒŧテムをäŊœæˆã™ã‚‹ã“とです。SlackぎåąĨ歴をįĸēčĒã—ãĻ寞åŋœč€…ã‚’į‰šåŽšã—ã€åŊŧらãĢポ゚トãƒĸãƒŧテムぎäŊœæˆã‚’手äŧãŖãĻもらえるようãĢペãƒŧジãĢčŋŊåŠ ã—ãžã™ã€‚ã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆã‚ŗãƒžãƒŗãƒ€ãƒŧã¨æ›¸č¨˜åŽ˜ã‚‚čļŗã—ãžã—ã‚‡ã†ã€‚ã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆå¯žåŋœãŽãƒŦã‚ŗãƒŧãƒ‡ã‚Ŗãƒŗã‚°ã¸ãŽãƒĒãƒŗã‚¯ã‚’čŋŊ加しぞす。 -Next, schedule the postmortem meeting for 30 minutes to an hour, depending on complexity of the incident. Scheduling the meeting at the beginning of the process helps ensure the postmortem is completed within the SLA. **The meeting should be scheduled within 3 calendar days for a Sev-1 and 5 business days for a Sev-2.** Don't worry about finding the best time for all attendees. The priority is to schedule within this timeframe and attendees should adjust their schedules accordingly. At PagerDuty, we schedule all postmortem meetings on a shared "Incident Postmortem Meetings" calendar so they are easily discoverable for any interested parties across the organization. +æŦĄãĢã€ã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆãŽč¤‡é›‘ã•ãĢåŋœã˜ãĻ30分から1時間ぎポ゚トãƒĸãƒŧテムミãƒŧãƒ†ã‚Ŗãƒŗã‚°ã‚’ã‚šã‚ąã‚¸ãƒĨãƒŧãƒĢしぞす。プロã‚ģ゚ぎ最初ãĢäŧšč­°ã‚’ã‚šã‚ąã‚¸ãƒĨãƒŧãƒĢすることで、SLA内ãĢポ゚トãƒĸãƒŧテムが厌äē†ã™ã‚‹ã“とをįĸēäŋã—ぞす。**äŧšč­°ã¯Sev-1ぎ場合は3æšĻæ—ĨäģĨ内、Sev-2ぎ場合は5å–ļæĨ­æ—ĨäģĨ内ãĢã‚šã‚ąã‚¸ãƒĨãƒŧãƒĢするåŋ…čĻãŒã‚ã‚Šãžã™ã€‚**すずãĻãŽå‚åŠ č€…ãĢã¨ãŖãĻ最遊ãĒ時間をčĻ‹ã¤ã‘ã‚‹ã“ã¨ã‚’åŋƒé…ã™ã‚‹åŋ…čĻã¯ã‚ã‚Šãžã›ã‚“ã€‚å„Ē先äē‹é …はこぎ時間枠内ãĢã‚šã‚ąã‚¸ãƒĨãƒŧãƒĢã™ã‚‹ã“ã¨ã§ã‚ã‚Šã€å‚åŠ č€…ã¯ãã‚ŒãĢåŋœã˜ãĻã‚šã‚ąã‚¸ãƒĨãƒŧãƒĢをčĒŋ整するåŋ…čĻãŒã‚ã‚Šãžã™ã€‚PagerDutyでは、すずãĻぎポ゚トãƒĸãƒŧテムミãƒŧãƒ†ã‚Ŗãƒŗã‚°ã‚’ã€Œã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆãƒã‚šãƒˆãƒĸãƒŧテムミãƒŧãƒ†ã‚Ŗãƒŗã‚°ã€å…ąæœ‰ã‚ĢãƒŦãƒŗãƒ€ãƒŧãĢã‚šã‚ąã‚¸ãƒĨãƒŧãƒĢし、įĩ„įš”å…¨äŊ“でé–ĸåŋƒãŽã‚ã‚‹äēēã€…ãŒį°Ąå˜ãĢčĻ‹ã¤ã‘ã‚‰ã‚Œã‚‹ã‚ˆã†ãĢしãĻいぞす。 -Invite the following people to the postmortem meeting: +ポ゚トãƒĸãƒŧテムミãƒŧãƒ†ã‚Ŗãƒŗã‚°ãĢはäģĨ下ぎäēē々を招垅しぞすīŧš -- Always - - The [incident commander](https://response.pagerduty.com/training/incident_commander/). - - The incident commander shadowee (if there was one). - - [Service owners](https://response.pagerduty.com/training/subject_matter_expert/) involved in the incident. - - Key engineer(s)/responders involved in the incident. - - Engineering manager for impacted systems. - - Product manager for impacted systems. -- Optional - - [Customer liaison](https://response.pagerduty.com/training/customer_liaison/) (only for Sev-1 incidents). +- åŋ…é ˆ + - [ã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆã‚ŗãƒžãƒŗãƒ€ãƒŧ](https://response.pagerduty.co.jp/training/incident_commander/)。 + - ã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆã‚ŗãƒžãƒŗãƒ€ãƒŧã‚’ã‚ˇãƒŖãƒ‰ãƒŧã‚¤ãƒŗã‚°ã—ãĻいた担åŊ“者īŧˆã„た場合īŧ‰ã€‚ + - ã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆãĢé–ĸ与した[ã‚ĩãƒŧビ゚ã‚Ēãƒŧナãƒŧ](https://response.pagerduty.co.jp/training/subject_matter_expert/)。 + - ã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆãĢé–ĸ与したä¸ģčρãĒã‚¨ãƒŗã‚¸ãƒ‹ã‚ĸ/寞åŋœč€…。 + - åŊąéŸŋã‚’å—ã‘ãŸã‚ˇã‚šãƒ†ãƒ ãŽã‚¨ãƒŗã‚¸ãƒ‹ã‚ĸãƒĒãƒŗã‚°ãƒžãƒãƒŧã‚¸ãƒŖãƒŧ。 + - åŊąéŸŋã‚’å—ã‘ãŸã‚ˇã‚šãƒ†ãƒ ãŽãƒ—ãƒ­ãƒ€ã‚¯ãƒˆãƒžãƒãƒŧã‚¸ãƒŖãƒŧ。 +- äģģæ„ + - [ã‚Ģ゚ã‚ŋマãƒŧãƒĒã‚¨ã‚žãƒŗ](https://response.pagerduty.co.jp/training/customer_liaison/)īŧˆSev-1ã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆãŽå ´åˆãŽãŋīŧ‰ã€‚ -PagerDuty postmortems have a "Status" field that indicates where in our process the postmortem currently is. Here's a description of the values and how we use them. +PagerDutyぎポ゚トãƒĸãƒŧテムãĢは、ポ゚トãƒĸãƒŧãƒ†ãƒ ãŒįžåœ¨ãƒ—ãƒ­ã‚ģ゚ぎおぎæŽĩ階ãĢあるかをį¤ēす「゚テãƒŧã‚ŋã‚šã€ãƒ•ã‚ŖãƒŧãƒĢドがありぞす。äģĨ下は、値ぎčĒŦ明とäŊŋį”¨æ–šæŗ•ã§ã™ã€‚ -| Status | Description | +| ゚テãƒŧã‚ŋ゚ | čĒŦ明 | |-|-| -| **Draft** | Indicates that the content of the postmortem is still being worked on. | -| **In Review** | The content of the postmortem has been completed, and is ready to be reviewed during the postmortem meeting. | -| **Reviewed** | The meeting is over and the content has been reviewed and agreed upon.
If there is an "External Message", the Customer Support team will take the message and update our status page as appropriate. | -| **Closed** | No further actions are needed on the postmortem (outstanding issues are tracked in JIRA).
If no "External Message", you can skip straight to this once the meeting is over.
If there's an "External Message", then the Support team will update it to this status once the message is posted. | +| **ドナフト** | ポ゚トãƒĸãƒŧテムぎ内厚がぞだäŊœæĨ­ä¸­ã§ã‚ることをį¤ēしぞす。 | +| **ãƒŦビãƒĨãƒŧ中** | ポ゚トãƒĸãƒŧテムぎ内厚が厌成し、ポ゚トãƒĸãƒŧテムミãƒŧãƒ†ã‚Ŗãƒŗã‚°ã§ãŽãƒŦビãƒĨãƒŧぎæē–備ができãĻいることをį¤ēしぞす。 | +| **ãƒŦビãƒĨãƒŧ済ãŋ** | äŧšč­°ãŒįĩ‚äē†ã—、内厚がãƒŦビãƒĨãƒŧされ合意されたことをį¤ēしぞす。
ã€Œå¯žå¤–ãƒĄãƒƒã‚ģãƒŧジ」がある場合、ã‚Ģ゚ã‚ŋマãƒŧã‚ĩポãƒŧトチãƒŧãƒ ãŒãƒĄãƒƒã‚ģãƒŧジを取り、遊切ãĢ゚テãƒŧã‚ŋ゚ペãƒŧジを更新しぞす。 | +| **クロãƒŧã‚ē** | ポ゚トãƒĸãƒŧテムãĢé–ĸするさらãĒるã‚ĸã‚¯ã‚ˇãƒ§ãƒŗã¯åŋ…čρãĒいįŠļ態ですīŧˆæœĒč§ŖæąēãŽå•éĄŒã¯JIRAでčŋŊčˇĄã•ã‚Œãžã™īŧ‰ã€‚
ã€Œå¯žå¤–ãƒĄãƒƒã‚ģãƒŧジ」がãĒい場合、äŧšč­°įĩ‚äē†åžŒãĢこぎ゚テãƒŧã‚ŋ゚ãĢį›´æŽĨį§ģčĄŒã§ããžã™ã€‚
ã€Œå¯žå¤–ãƒĄãƒƒã‚ģãƒŧジ」がある場合、ã‚ĩポãƒŧトチãƒŧãƒ ãŒãƒĄãƒƒã‚ģãƒŧジを投į¨ŋした垌ãĢこぎ゚テãƒŧã‚ŋ゚ãĢ更新しぞす。 | -## Create a Timeline +## ã‚ŋã‚¤ãƒ ãƒŠã‚¤ãƒŗãŽäŊœæˆ ![Timeline](../assets/img/thumbnails/2CreateATimeline.png) -Begin by focusing on the timeline. Document the facts of what happened during the incident. Avoid evaluating what should or should not have been done and coming to conclusions about what caused the incident. Presenting only the facts here will help avoid blame and supports a deeper analysis. Note the incident may have started before responders became aware of it and began the response effort. The timeline includes important changes in status/impact and key actions taken by responders. To avoid hindsight bias, start your timeline at a point before the incident and work your way forward instead of backwards from resolution. +ぞずã‚ŋã‚¤ãƒ ãƒŠã‚¤ãƒŗãĢį„Ļį‚šã‚’åŊ“ãĻãžã™ã€‚ã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆä¸­ãĢčĩˇããŸäē‹åŽŸã‚’æ–‡æ›¸åŒ–ã—ãžã™ã€‚äŊ•ã‚’ã™ãšãã ãŖãŸã‹ã€äŊ•をすずきでãĒã‹ãŖãŸã‹ã€ã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆãŽåŽŸå› ã¯äŊ•ã‹ã¨ã„ãŖãŸčŠ•äžĄã¯éŋけãĻください。ここでäē‹åŽŸãŽãŋを提į¤ēã™ã‚‹ã“ã¨ã§ã€éžé›Ŗã‚’éŋã‘ã€ã‚ˆã‚Šæˇąã„åˆ†æžã‚’ã—ã‚„ã™ãã—ãžã™ã€‚ãžãŸã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆã¯ã€å¯žåŋœč€…が気ãĨいãĻ寞åŋœã‚’開始する前ãĢå§‹ãžãŖãĻいた可čƒŊ性があることãĢæŗ¨æ„ã—ãĻください。ã‚ŋã‚¤ãƒ ãƒŠã‚¤ãƒŗãĢぱテãƒŧã‚ŋ゚/åŊąéŸŋぎ重čρãĒ変化と寞åŋœč€…ãŒå–ãŖãŸä¸ģčρãĒã‚ĸã‚¯ã‚ˇãƒ§ãƒŗã‚’åĢめぞす。垌įŸĨæĩバイã‚ĸ゚をéŋけるため、ã‚ŋã‚¤ãƒ ãƒŠã‚¤ãƒŗã¯ã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆį™ēį”Ÿå‰ãŽæ™‚į‚šã‹ã‚‰å§‹ã‚ã€č§Ŗæąēã‹ã‚‰é€†įŽ—ã™ã‚‹ãŽã§ã¯ãĒく、時įŗģ列ãĢæ˛ŋãŖãĻé€˛ã‚ãĻください。 -Review the incident log in Slack to find key decisions made and actions taken during the response effort. Also include information the team didn't know during the incident that, in hindsight, you wish you would have. Find this additional information by looking at monitoring, logs, and deployments related to the affected services. You'll take a deeper look at monitoring during the analysis step, but start here by adding key events related to the incident, and include changes to incident status and the impact to the timeline. +SlackãŽã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆãƒ­ã‚°ã‚’įĸēčĒã—ãĻ、寞åŋœä¸­ãĢčĄŒã‚ã‚ŒãŸé‡čρãĒæąē厚やã‚ĸã‚¯ã‚ˇãƒ§ãƒŗã‚’čĻ‹ã¤ã‘ãžã™ã€‚åžŒã‹ã‚‰č€ƒãˆã‚‹ã¨įŸĨãŖãĻãŠããŸã‹ãŖãŸã‘ã‚ŒãŠã‚‚ã€ã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆä¸­ãĢはįŸĨらãĒã‹ãŖãŸæƒ…å ąã‚‚åĢめぞしょう。こぎようãĒčŋŊåŠ æƒ…å ąã¯ã€åŊąéŸŋを受けたã‚ĩãƒŧビ゚ãĢé–ĸé€Ŗã™ã‚‹ãƒĸニã‚ŋãƒĒãƒŗã‚°ã€ãƒ­ã‚°ã€ãƒ‡ãƒ—ãƒ­ã‚¤ã‚’įĸēčĒã™ã‚‹ã¨čĻ‹ã¤ã‘ã‚‹ã“ã¨ãŒã§ããžã™ã€‚ãƒĸニã‚ŋãƒĒãƒŗã‚°ãĢついãĻは分析ぎæŽĩéšŽã§į˛žæŸģã—ãžã™ãŒã€ãžãšã¯ã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆãĢé–ĸé€Ŗã™ã‚‹é‡čρãĒã‚¤ãƒ™ãƒŗãƒˆã‚’ã‚ŋã‚¤ãƒ ãƒŠã‚¤ãƒŗãĢčŋŊåŠ ã—ã€ã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆãŽã‚šãƒ†ãƒŧã‚ŋ゚とåŊąéŸŋぎ変化もåĢめãĻください。 -For each item in the timeline, identify a metric or some third-party page where the data came from. This helps illustrate each point clearly and ensures you remain rooted in fact rather than opinions. This could be a link to a monitoring graph, a log search, a tweet, etc.—anything that shows the data point you're trying to illustrate in the timeline. +ã‚ŋã‚¤ãƒ ãƒŠã‚¤ãƒŗãŽå„é …į›ŽãĢついãĻ、デãƒŧã‚ŋぎå‡ē所とãĒã‚‹ãƒĄãƒˆãƒĒク゚ぞたはã‚ĩãƒŧドパãƒŧãƒ†ã‚ŖãŽãƒšãƒŧã‚¸ã‚’į‰šåŽšã—ãžã™ã€‚ã“ã‚ŒãĢã‚ˆã‚Šå„ãƒã‚¤ãƒŗãƒˆãŒæ˜ŽįĸēãĢčĒŦ明され、意čĻ‹ã§ã¯ãĒくäē‹åޟãĢåŸēãĨいãĻいることがäŋč¨ŧされぞす。これはãƒĸニã‚ŋãƒĒãƒŗã‚°ã‚°ãƒŠãƒ•ã¸ãŽãƒĒãƒŗã‚¯ã€ãƒ­ã‚°æ¤œį´ĸ、Xぎポ゚ト、そぎäģ–ã‚ŋã‚¤ãƒ ãƒŠã‚¤ãƒŗã§čĒŦ明しようとしãĻいるデãƒŧã‚ŋãƒã‚¤ãƒŗãƒˆã‚’į¤ēすもぎであればäŊ•でも構いぞせん。 -!!! info "Key Takeaways" - * Stick to the facts. - * Include changes to incident status and impact. - * Include key decisions and actions taken by responders. - * Illustrate each point with a metric. +!!! info "重čρãĒãƒã‚¤ãƒŗãƒˆ" + * äē‹åޟãĢåŋ åŽŸã§ã‚ã‚‹ã“ã¨ã€‚ + * ã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆãŽã‚šãƒ†ãƒŧã‚ŋ゚とåŊąéŸŋぎ変化をåĢめること。 + * 寞åŋœč€…ãŒčĄŒãŖãŸé‡čρãĒæąē厚とã‚ĸã‚¯ã‚ˇãƒ§ãƒŗã‚’åĢめること。 + * å„ãƒã‚¤ãƒŗãƒˆã‚’ãƒĄãƒˆãƒĒク゚でčĒŦ明すること。 -## Document Impact +## åŊąéŸŋぎ文書化 ![Impact](../assets/img/thumbnails/3DocumentImpact.png) -Impact should be described from a few perspectives: +åŊąéŸŋはいくつかぎčĻŗį‚šã‹ã‚‰čĒŦ明するåŋ…čĻãŒã‚ã‚Šãžã™īŧš -- How long was the impact visible? In other words, what was the length of time users/customers were affected? - - Note the length of impact may differ from the length of the response effort. Impact may have started some time before it was detected and incident response began. -- How many customers were affected? - - Support may need a list of all affected customers so they can reach out individually. -- How many customers wrote or called support about the incident? -- What functionality was affected and how severely? - - Quantify impact with a business metric specific to your product. For PagerDuty this includes event submission, delayed processing, slow notification delivery, etc. +- åŊąéŸŋがį™ēį”Ÿã—ãĻいた期間はおれくらいですかīŧŸč¨€ã„換えれば、ãƒĻãƒŧã‚ļãƒŧ/饧åŽĸがåŊąéŸŋã‚’å—ã‘ãŸæ™‚é–“ãŽé•ˇã•ã¯ãŠã‚Œãã‚‰ã„ã§ã™ã‹īŧŸ + - åŊąéŸŋãŽé•ˇã•ã¯å¯žåŋœäŊœæĨ­ãŽé•ˇã•ã¨ã¯į•°ãĒる場合があることãĢæŗ¨æ„ã—ãĻください。åŊąéŸŋã¯ã€å•éĄŒãŒæ¤œå‡ēされãĻã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆå¯žåŋœãŒé–‹å§‹ã•れる前ãĢすでãĢå§‹ãžãŖãĻいた可čƒŊ性がありぞす。 +- äŊ•äēēãŽéĄ§åŽĸがåŊąéŸŋを受けぞしたかīŧŸ + - ã‚ĩポãƒŧトは、åŊąéŸŋを受けたすずãĻãŽéĄ§åŽĸぎãƒĒ゚トをåŋ…čĻã¨ã™ã‚‹å ´åˆãŒã‚ã‚Šã€å€‹åˆĨãĢ逪įĩĄã‚’取ることがありぞす。 +- äŊ•äēēãŽéĄ§åŽĸãŒã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆãĢついãĻã‚ĩポãƒŧトãĢ逪įĩĄã—ぞしたかīŧŸ +- おぎ抟čƒŊãŒãŠãŽį¨‹åēĻåŊąéŸŋを受けぞしたかīŧŸ + - čŖŊ品ãĢį‰šåŒ–ã—ãŸãƒ“ã‚¸ãƒã‚šãƒĄãƒˆãƒĒク゚でåŊąéŸŋを厚量化しぞす。PagerDutyぎ場合、これãĢã¯ã‚¤ãƒ™ãƒŗãƒˆé€äŋĄã€å‡Ļį†ãŽé…åģļ、通įŸĨ配äŋĄãŽé…åģļãĒおがåĢぞれぞす。 -## Analyze the Incident +## ã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆãŽåˆ†æž ![Analyze](../assets/img/thumbnails/4AnalyzeTheIncident.png) -Now that you have an understanding of what happened during the incident, look further back in time to find the contributing factors that led to the incident. Technology is a complex system with a network of relationships (organizational, human, technical) that is continuously changing. +ã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆä¸­ãĢäŊ•がčĩˇããŸã‹ã‚’į†č§Ŗã—ãŸã‚‰ã€ã•ã‚‰ãĢ時間をさかぎãŧãŖãĻã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆãĢつãĒãŒãŖãŸčĻå› ã‚’æŽĸしぞす。テクノロジãƒŧは、įļ™įļšįš„ãĢ変化するé–ĸäŋ‚ぎネットワãƒŧクīŧˆįĩ„įš”įš„ã€äēēįš„ã€æŠ€čĄ“įš„īŧ‰ã‚’äŧ´ã†č¤‡é›‘ãĒã‚ˇã‚šãƒ†ãƒ ã§ã™ã€‚ -In his paper, "[How Complex Systems Fail](http://web.mit.edu/2.75/resources/random/How%20Complex%20Systems%20Fail.pdf)," Dr. Richard Cook says that because complex systems are heavily defended against failure, it is a unique combination of apparently innocuous failures that join to create catastrophic failure. Furthermore, because overt failure requires multiple faults, attributing a "root cause" is fundamentally wrong. **There is no single root cause of major failure in complex systems, but a combination of contributing factors that together lead to failure.** The postmortem owner's goal in analyzing the incident is not to identify the root cause, but to understand the multiple factors that created an environment where this failure became possible. +ãƒĒãƒãƒŖãƒŧドãƒģクック博åŖĢぎčĢ–æ–‡ã€Œ[How Complex Systems Fail](http://web.mit.edu/2.75/resources/random/How%20Complex%20Systems%20Fail.pdf)」ãĢã‚ˆã‚Œã°ã€č¤‡é›‘ãĒã‚ˇã‚šãƒ†ãƒ ã¯éšœåŽŗã‹ã‚‰åŧˇãé˜˛åžĄã•れãĻいる一斚、一čĻ‹į„ĄåŽŗãĒå•éĄŒãŒį‹Ŧč‡ĒãĢįĩ„ãŋåˆã‚ã•ãŖãŸįĩæžœã€åŖŠæģ…įš„ãĒéšœåŽŗã‚’åŧ•きčĩˇã“しぞす。さらãĢ、明į™ŊãĒéšœåŽŗãĢã¯č¤‡æ•°ãŽæŦ é™Ĩがåŋ…čρãĒため、「栚æœŦåŽŸå› ã€ã‚’į‰šåŽšã™ã‚‹ã“ã¨ã¯æ šæœŦįš„ãĢé–“é•ãŖãĻいぞす。**複雑ãĒã‚ˇã‚šãƒ†ãƒ ãŽå¤§ããĒéšœåŽŗãĢは単一ぎ栚æœŦ原因はãĒãã€éšœåŽŗãŒå¯čƒŊãĢãĒã‚‹į’°åĸƒã‚’äŊœã‚Šå‡ēã™č¤‡æ•°ãŽčĻå› ãŽįĩ„ãŋ合わせがありぞす。**ポ゚トãƒĸãƒŧテムã‚ĒãƒŧナãƒŧãŽã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆåˆ†æžãŽį›Žæ¨™ã¯æ šæœŦåŽŸå› ã‚’į‰šåŽšã™ã‚‹ã“ã¨ã§ã¯ãĒãã€ã“ãŽéšœåŽŗã‚’åŧ•きčĩˇã“した可čƒŊæ€§ãŽã‚ã‚‹č¤‡æ•°ãŽčĻå› ã‚’į†č§Ŗã™ã‚‹ã“ã¨ã§ã™ã€‚ -Cook also says the effort to find the "root cause" does not reflect an understanding of the system, but rather the cultural need to blame specific, localized forces for events. Blamelessness is essential for an effective postmortem. **An individual's action should never be considered a root cause.** Effective analysis goes deeper than human action. In the cases where someone's mistake did contribute to a failure, it is worth anonymizing this in your analysis to avoid attaching blame to any individual. Assume any team member could have made the same mistake. According to Cook, "all practitioner actions are actually gambles, that is, acts that take place in the face of uncertain outcomes." +クックはぞた、「栚æœŦ原因」をčĻ‹ã¤ã‘ã‚‹åŠĒåŠ›ã¯ã‚ˇã‚šãƒ†ãƒ ãŽį†č§Ŗã‚’åæ˜ ã™ã‚‹ã‚‚ãŽã§ã¯ãĒく、むしろį™ēį”Ÿã—ãŸå‡ēæĨäē‹ãĢ寞しãĻį‰šåŽšãŽåą€æ‰€įš„ãĒåŠ›ã‚’éžé›Ŗã™ã‚‹æ–‡åŒ–įš„ãĒåŋ…čĻæ€§ã‚’åæ˜ ã—ãĻいるとčŋ°ãšãĻã„ãžã™ã€‚éžé›ŖãŒãĒã„ã“ã¨ã¯åŠšæžœįš„ãĒポ゚トãƒĸãƒŧテムãĢã¨ãŖãĻ不可æŦ ã§ã™ã€‚**個äēēãŽčĄŒå‹•ãŒæ šæœŦ原因とčĻ‹ãĒされるずきではæąēしãĻありぞせん。**åŠšæžœįš„ãĒ分析では、äēēé–“ãŽčĄŒå‹•ã‚ˆã‚Šã‚‚æˇąã„ã¨ã“ã‚ãžã§æŽ˜ã‚Šä¸‹ã’ã‚’čĄŒã„ãžã™ã€‚čĒ°ã‹ãŽãƒŸã‚šãŒéšœåŽŗãĢ寄与した場合、分析ãĢおいãĻは個äēēã¸ãŽéžé›Ŗã‚’éŋけるためãĢこれをåŒŋååŒ–ã™ã‚‹æ„å‘ŗãŒã‚ã‚Šãžã™ã€‚ãŠãŽãƒãƒŧãƒ ãƒĄãƒŗãƒãƒŧã‚‚åŒã˜ãƒŸã‚šã‚’įŠ¯ã™å¯čƒŊ性があるとäģŽåŽšã—ãžã—ã‚‡ã†ã€‚ã‚¯ãƒƒã‚¯ãĢよれば、「あらゆる原務担åŊ“č€…ãŽčĄŒå‹•ã¯åŽŸãŽã¨ã“ã‚ã‚ŽãƒŖãƒŗãƒ–ãƒĢであり、不įĸē原ãĒįĩæžœãĢį›´éĸしãĒãŒã‚‰čĄŒã‚ã‚Œã‚‹čĄŒį‚ēです。」 -The postmortem owner should start their analysis by looking at the monitoring for the affected services. Search for irregularities like sudden spikes or flatlining when the incident began and leading up to the incident. Include any commands or queries used to look up data, graph images, or links from monitoring tooling alongside this analysis so others can see how the data was gathered. If there is not monitoring for this service or behavior, make building monitoring an action item for this postmortem. More on [writing action items](#followup) below. +ポ゚トãƒĸãƒŧテムã‚Ēãƒŧナãƒŧは、åŊąéŸŋを受けたã‚ĩãƒŧビ゚ぎãƒĸニã‚ŋãƒĒãƒŗã‚°ã‚’čĒŋæŸģã™ã‚‹ã“ã¨ã‹ã‚‰åˆ†æžã‚’å§‹ã‚ã‚‹ãšãã§ã™ã€‚ã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆãŒå§‹ãžãŖãŸæ™‚į‚šã¨ããŽå‰ãĢ、įǁį„ļãŽã‚šãƒ‘ã‚¤ã‚¯ã‚„ãƒ•ãƒŠãƒƒãƒˆãƒŠã‚¤ãƒŗãŒãĒã‹ãŖãŸã‹į•°å¸¸ã‚’æŽĸしぞす。デãƒŧã‚ŋがおぎようãĢ収集されたかをäģ–ぎäēēがįĸēčĒã§ãã‚‹ã‚ˆã†ãĢ、デãƒŧã‚ŋを検į´ĸするためãĢäŊŋį”¨ã—ãŸã‚ŗãƒžãƒŗãƒ‰ã‚„ã‚¯ã‚¨ãƒĒ、グナフį”ģ像、ãƒĸニã‚ŋãƒĒãƒŗã‚°ãƒ„ãƒŧãƒĢからぎãƒĒãƒŗã‚¯ã‚’ã“ãŽåˆ†æžã¨ä¸€įˇ’ãĢぞとめãĻください。こぎã‚ĩãƒŧビ゚や動äŊœãĢ寞するãƒĸニã‚ŋãƒĒãƒŗã‚°ãŒãĒい場合は、ãƒĸニã‚ŋãƒĒãƒŗã‚°ãŽæ§‹į¯‰ã‚’ã“ãŽãƒã‚šãƒˆãƒĸãƒŧテムぎã‚ĸã‚¯ã‚ˇãƒ§ãƒŗã‚ĸイテムとしãĻしぞしょう。äģĨ下ぎ[ã‚ĸã‚¯ã‚ˇãƒ§ãƒŗã‚ĸイテムぎäŊœæˆ](#followup)ã§čŠŗã—ãčĒŦ明しぞす。 -!!! warning "Importance of Monitoring" - Puppet's 2018 State of DevOps Report highlights making monitoring configurable by the team operating the service as a foundational practice for successful DevOps. Empowering teams to define, manage, and share their own measurement of performance contributes to a culture of continuous improvement. +!!! warning "ãƒĸニã‚ŋãƒĒãƒŗã‚°ãŽé‡čĻæ€§" + Puppetぎ2018åš´DevOpsãƒŦポãƒŧトは、ã‚ĩãƒŧãƒ“ã‚šã‚’é‹į”¨ã™ã‚‹ãƒãƒŧムがãƒĸニã‚ŋãƒĒãƒŗã‚°ã‚’č¨­åŽšã§ãã‚‹ã‚ˆã†ãĢすることが、成功するDevOpsぎåŸēæœŦįš„ãĒ原čˇĩであることをåŧˇčĒŋしãĻいぞす。チãƒŧムがč‡Ēåˆ†ãŸãĄãŽãƒ‘ãƒ•ã‚Šãƒŧãƒžãƒŗã‚šæ¸ŦåŽšã‚’åŽšįžŠã€įŽĄį†ã€å…ąæœ‰ã§ãã‚‹ã‚ˆã†ãĢすることは、įļ™įļšįš„æ”šå–„ぎ文化ãĢč˛ĸįŒŽã—ãžã™ã€‚ -Another helpful strategy for targeting what caused an incident is reproducing it in a non-production environment. Experiment by modifying variables to isolate the phenomenon. If you modify or remove some input does the incident still occur? +ã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆãŽåŽŸå› ã‚’į‰šåŽšã™ã‚‹ã‚‚ã†ä¸€ã¤ãŽæœ‰åŠšãĒæˆĻį•Ĩは、æœŦį•ĒäģĨå¤–ãŽį’°åĸƒã§ã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆã‚’å†įžã™ã‚‹ã“ã¨ã§ã™ã€‚įžčąĄãŽåˆ‡ã‚Šåˆ†ã‘ã‚’čĄŒãˆã‚‹ã‚ˆã†ãĢ変数を変更しãĻåŽŸé¨“ã‚’čĄŒã„ãžã™ã€‚å…ĨåŠ›ãŽä¸€éƒ¨ã‚’å¤‰æ›´ãžãŸã¯å‰Šé™¤ã—ãŸå ´åˆã‚‚ã€ãžã ã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆã¯į™ēį”Ÿã—ãžã™ã‹īŧŸ -This level of analysis will uncover the superficial causes of the incident. Next, ask why the system was designed in a way to make this possible. Why did those design decisions seem to be the best decisions at the time? Answering these questions will help you uncover root causes. +こぎãƒŦベãƒĢãžã§åˆ†æžã‚’čĄŒã†ã¨ã€ã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆãŽčĄ¨éĸįš„ãĒ原因が明らかãĢãĒりぞす。æŦĄãĢ、こぎようãĒäē‹čąĄãŒį™ēį”Ÿã—ã†ã‚‹åŊĸã§ã‚ˇã‚šãƒ†ãƒ ãŒč¨­č¨ˆã•ã‚ŒãŸčƒŒæ™¯ã‚’å°‹ã­ãžã™ã€‚ãĒぜ、åŊ“æ™‚ãã‚Œã‚‰ãŽč¨­č¨ˆåˆ¤æ–­ãŒæœ€č‰¯ãŽæąē厚だと思われたぎでしょうかīŧŸã“れらぎčŗĒ問ãĢį­”ãˆãĻいくと、栚æœŦ原因を明らかãĢするぎãĢつãĒがりぞす。 -Here are some questions to help the postmortem owner identify the class of a particular problem: +äģĨ下は、ポ゚トãƒĸãƒŧテムã‚ĒãƒŧナãƒŧãŒį‰šåŽšãŽå•éĄŒãŽį¨ŽéĄžã‚’į‰šåŽšã™ã‚‹ãŽãĢåŊšįĢ‹ã¤čŗĒ問ですīŧš -- Is it an isolated incident or part of a trend? -- Was this a specific bug, a failure in a class of problem we anticipated, or did it uncover a class of issue we did not architecturally anticipate? -- Was there work the team chose not to do in the past that contributed to this incident? -- Research if there were any similar or related incidents in the past. Does this incident demonstrate a larger trend in your system? -- Will this class of issue get worse/more likely as you continue to grow and scale the use of the service? +- これは単į‹ŦãŽã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆã§ã™ã‹ã€ãã‚Œã¨ã‚‚į›´čŋ‘よくį™ēį”Ÿã—ãĻいるもぎぎ一部ですかīŧŸ +- ã“ã‚Œã¯į‰šåŽšãŽãƒã‚°ã‚„ä爿ƒŗã•ã‚ŒãŸį¨ŽéĄžãŽéšœåŽŗã ãŖãŸã‹ã€ãžãŸã‚ĸãƒŧã‚­ãƒ†ã‚¯ãƒãƒŖįš„ãĢä爿ƒŗã—ãĻいãĒã‹ãŖãŸå•éĄŒãŽį¨ŽéĄžã‚’æ˜Žã‚‰ã‹ãĢしぞしたかīŧŸ +- 過åŽģãĢチãƒŧムがやらãĒいことを選択したäŊœæĨ­ã§ã€ã“ãŽã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆãĢ寄与したもぎはありぞしたかīŧŸ +- 過åŽģãĢ類äŧŧぞたはé–ĸé€Ŗã™ã‚‹ã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆãŒã‚ãŖãŸã‹ãŠã†ã‹ã‚’čĒŋæŸģã—ãžã™ã€‚ã“ãŽã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆã¯ã€ã‚ˇã‚šãƒ†ãƒ ãŽã‚ˆã‚Šå¤§ããĒį¯„å›˛ãŽå‚žå‘ã‚’į¤ēすもぎですかīŧŸ +- ã‚ĩãƒŧビ゚ぎäŊŋį”¨ã‚’įļ™įļšįš„ãĢæˆé•ˇã•ã›æ‹Ąå¤§ã™ã‚‹ãĢつれãĻã€ã“ãŽį¨ŽãŽå•éĄŒã¯æ‚Ē化/よりį™ēį”Ÿã—ã‚„ã™ããĒりぞすかīŧŸ !!! tip - At PagerDuty, we have a separate process for analyzing larger trends across multiple incidents to inform technical and organizational planning. Learn more in our guide on [Operational Reviews](http://reviews.pagerduty.com). + PagerDutyã§ã¯ã€æŠ€čĄ“įš„ãŠã‚ˆãŗįĩ„įš”įš„ãĒ計į”ģãĢæƒ…å ąã‚’æäž›ã™ã‚‹ãŸã‚ãĢã€č¤‡æ•°ãŽã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆãĢæ¸Ąã‚‹ã‚ˆã‚Šå¤§ããĒį¯„å›˛ãŽå‚žå‘ã‚’åˆ†æžã™ã‚‹ãŸã‚ãŽåˆĨぎプロã‚ģã‚šãŒã‚ã‚Šãžã™ã€‚čŠŗį´°ã¯[運ᔍãƒŦビãƒĨãƒŧ](http://reviews.pagerduty.com)ãĢé–ĸするã‚ŦイドをごčĻ§ãã ã•ã„ã€‚ -Though it may not be a root cause, consider the process in your analysis. Did the way that people collaborate, communicate, and/or review work contribute to the incident? This is also an opportunity to evaluate and improve the incident response process. Consider what worked well and didn't work well within the incident response process during the incident. +æ šæœŦ原因ではãĒいかもしれぞせんが、分析ãĢおいãĻはプロã‚ģã‚šã‚‚č€ƒæ…Žã—ãĻください。äēēã€…ãŒå”åŠ›ã—ã€ã‚ŗãƒŸãƒĨãƒ‹ã‚ąãƒŧã‚ˇãƒ§ãƒŗã‚’å–ã‚Šã€äŊœæĨ­ã‚’ãƒŦビãƒĨãƒŧã™ã‚‹æ–šæŗ•ãŒã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆãĢ寄与しぞしたかīŧŸã“ã‚Œã¯ãžãŸã€ã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆå¯žåŋœãƒ—ロã‚ģã‚šã‚’čŠ•äžĄã—æ”šå–„ã™ã‚‹æŠŸäŧšã§ã‚‚ã‚ã‚Šãžã™ã€‚ã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆä¸­ãŽå¯žåŋœãƒ—ロã‚ģ゚でäŊ•がうぞくいき、äŊ•がうぞくいかãĒã‹ãŖãŸã‹ã‚’č€ƒãˆãĻãŋãĻください。 -Write a summary of the findings in the postmortem. The team may find further learnings and identify additional causes through discussion in the meeting, but the owner should do as much pre-work and documentation as possible to ensure a productive discussion. +ポ゚トãƒĸãƒŧテムãĢčĒŋæŸģįĩæžœãŽčĻį´„ã‚’æ›¸ããžã™ã€‚ãƒãƒŧムはäŧšč­°ã§ãŽč­°čĢ–ã‚’é€šã˜ãĻさらãĒるå­Ļãŗã‚’čĻ‹ã¤ã‘ã€čŋŊåŠ ãŽåŽŸå› ã‚’į‰šåŽšã™ã‚‹ã‹ã‚‚ã—ã‚Œãžã›ã‚“ãŒã€ã‚Ēãƒŧナãƒŧã¯į”Ÿį”Ŗįš„ãĒč­°čĢ–ã‚’įĸēäŋã™ã‚‹ãŸã‚ãĢ可čƒŊãĒ限りäē‹å‰äŊœæĨ­ã¨æ–‡æ›¸åŒ–ã‚’čĄŒã†ã„ãžã—ã‚‡ã†ã€‚ -### Questions to Ask -Below is a non-exhaustive list to help stimulate deep analysis. Ask "how" and "what" questions rather than "who" or "why" to discourage blame and encourage learning. +### čŗĒå•é …į›Ž +äģĨä¸‹ã¯ã€æˇąã„åˆ†æžã‚’äŋƒé€˛ã™ã‚‹ãŸã‚ãŽãƒĒã‚šãƒˆã§ã™ã€‚éžé›Ŗã‚’éŋけ、å­Ļįŋ’ã‚’äŋƒé€˛ã™ã‚‹ãŸã‚ãĢ、「čĒ°ãŒã€ã‚„ã€ŒãĒぜ」ではãĒく、「おぎようãĢ」「äŊ•が」というčŗĒ問をしãĻください。 - + - + - + - + - + - + - +
Cues手がかり
    -
  • What were you focusing on?
  • -
  • What was not noticed?
  • -
  • What differed from what was expected?
  • +
  • äŊ•ãĢæŗ¨į›Žã—ãĻいぞしたかīŧŸ
  • +
  • äŊ•がčĻ‹čŊとされãĻいぞしたかīŧŸ
  • +
  • ä爿ƒŗã¨į•°ãĒãŖãĻいたぎはäŊ•でしたかīŧŸ
Previous Knowledge/Experience過åŽģぎįŸĨ識/įĩŒé¨“
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  • Was this an anticipated class of problem or did it uncover a class of issue that was not architecturally anticipated?
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  • What expectations did participants have about how things were going to develop?
  • -
  • Were there similar incidents in the past?
  • +
  • これはä爿ƒŗã•ã‚ŒãŸå•éĄŒãŽį¨ŽéĄžã§ã—ãŸã‹ã€ãã‚Œã¨ã‚‚ã‚ĸãƒŧã‚­ãƒ†ã‚¯ãƒãƒŖä¸Šä爿ƒŗã•れãĻいãĒã‹ãŖãŸå•éĄŒãŽį¨ŽéĄžã‚’æ˜Žã‚‰ã‹ãĢしぞしたかīŧŸ
  • +
  • å‚åŠ č€…ã¯ä狿…‹ãŽé€˛åą•ãĢついãĻおぎようãĒæƒŗåŽšã‚’æŒãŖãĻいぞしたかīŧŸ
  • +
  • 過åŽģãĢ類äŧŧã—ãŸã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆã¯ã‚ã‚Šãžã—ãŸã‹īŧŸ
Goalsį›Žæ¨™
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  • What goals governed your actions at the time?
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  • How did time pressure or other limitations influence choices?
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  • Was there work the team chose not to do in the past that could have prevented or mitigated this incident?
  • +
  • åŊ“時ぎあãĒãŸãŽčĄŒå‹•ã‚’æ”¯é…ã—ãĻã„ãŸį›Žæ¨™ã¯äŊ•でしたかīŧŸ
  • +
  • æ™‚é–“įš„åˆļį´„ã‚„ããŽäģ–ぎåˆļ限が選択ãĢおぎようãĒåŊąéŸŋを与えぞしたかīŧŸ
  • +
  • 過åŽģãĢチãƒŧãƒ ãŒčĄŒã‚ãĒいことを選択したäŊœæĨ­ã§ã€ã“ãŽã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆã‚’é˜˛æ­ĸぞたはčģŊ減できたもぎはありぞしたかīŧŸ
Assessment評価
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  • What mistakes (for example, in interpretation) were likely?
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  • How did you view the health of the services involved prior to the incident?
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  • Did this incident teach you something that should change views about this service's health?
  • +
  • おぎようãĒミ゚īŧˆäž‹ãˆã°ã€č§Ŗé‡ˆãĢおけるīŧ‰ãŒčĩˇã“ã‚Šã‚„ã™ã‹ãŖãŸã§ã™ã‹īŧŸ
  • +
  • ã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆį™ēį”Ÿå‰ãĢ、é–ĸé€Ŗã™ã‚‹ã‚ĩãƒŧビ゚ぎåĨ全性をおぎようãĢčĻ‹ãĻいぞしたかīŧŸ
  • +
  • ã“ãŽã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆã¯ã€ã“ãŽã‚ĩãƒŧビ゚ぎåĨ全性ãĢé–ĸするčĻ‹æ–šã‚’å¤‰ãˆã‚‹ãšãäŊ•かを教えãĻくれぞしたかīŧŸ
Taking ActiončĄŒå‹•
    -
  • How did you judge you could influence the course of events?
  • -
  • What options were taken to influence the course of events? How did you determine that these were the best options at the time?
  • -
  • How did other influences (operational or organizational) help determine how you interpreted the situation and how you acted?
  • +
  • おぎようãĢä狿…‹ãŽæĩã‚ŒãĢåŊąéŸŋを与えられると判断しぞしたかīŧŸ
  • +
  • ä狿…‹ãŽæĩã‚ŒãĢåŊąéŸŋを与えるためãĢおぎようãĒ選択č‚ĸが取られぞしたかīŧŸã“れらがåŊ“時ぎ最善ぎ選択č‚ĸであると、おぎようãĢ判断しぞしたかīŧŸ
  • +
  • äģ–ぎåŊąéŸŋīŧˆé‹į”¨ä¸ŠãžãŸã¯įĩ„įš”ä¸Šīŧ‰ãŒã€įŠļæŗãŽč§Ŗé‡ˆã‚„čĄŒå‹•ãŽæąē厚ãĢおぎようãĢåŊšįĢ‹ãĄãžã—ãŸã‹īŧŸ
Help支援
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  • Did you ask anyone for help?
  • -
  • What signal brought you to ask for support?
  • -
  • Were you able to contact the people you needed to contact?
  • +
  • čĒ°ã‹ãĢåŠŠã‘ã‚’æą‚ã‚ãžã—ãŸã‹īŧŸ
  • +
  • おぎようãĒåĨ‘抟でäģ–ぎäēēへã‚ĩポãƒŧãƒˆã‚’æą‚ã‚ãžã—ãŸã‹īŧŸ
  • +
  • 逪įĩĄã™ã‚‹åŋ…čĻãŽã‚ã‚‹äēē々ãĢ逪įĩĄã™ã‚‹ã“とはできぞしたかīŧŸ
Processプロã‚ģ゚
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  • Did the way that people collaborate, communicate, and/or review work contribute to the incident?
  • -
  • What worked well in your incident response process and what did not work well?
  • +
  • äēēã€…ãŒå”åŠ›ã—ã€ã‚ŗãƒŸãƒĨãƒ‹ã‚ąãƒŧã‚ˇãƒ§ãƒŗã‚’å–ã‚Šã€äŊœæĨ­ã‚’ãƒŦビãƒĨãƒŧã™ã‚‹æ–šæŗ•ãŒã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆãĢ寄与しぞしたかīŧŸ
  • +
  • ã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆå¯žåŋœãƒ—ロã‚ģã‚šã§ä¸Šæ‰‹ãã„ãŖãŸã“ã¨ã¨ä¸Šæ‰‹ãã„ã‹ãĒã‹ãŖãŸã“ã¨ã¯äŊ•ですかīŧŸ
-!!! info "Key Takeaways" - * Find contributing factors, not the root cause. - * Focus on the system, not the humans. - * Look for anomalies in monitoring. - * Reproduce and experiment in a non-production environment. - * Don't forget to review your processes. +!!! info "重čρãĒãƒã‚¤ãƒŗãƒˆ" + * æ šæœŦ原因ではãĒく、寄与čĻå› ã‚’čĻ‹ã¤ã‘ã‚‹ã“ã¨ã€‚ + * äēē間ではãĒãã€ã‚ˇã‚šãƒ†ãƒ ãĢį„Ļį‚šã‚’åŊ“ãĻること。 + * ãƒĸニã‚ŋãƒĒãƒŗã‚°ãŽį•°å¸¸ã‚’æŽĸすこと。 + * æœŦį•ĒäģĨå¤–ãŽį’°åĸƒã§å†įžã—原験すること。 + * プロã‚ģ゚ぎãƒŦビãƒĨãƒŧをåŋ˜ã‚ŒãĒいこと。 -## Follow-Up Actions +## フりロãƒŧã‚ĸップã‚ĸã‚¯ã‚ˇãƒ§ãƒŗ ![Followup](../assets/img/thumbnails/5FollowUpActions.png) -After identifying what caused the incident, ask what needs to be done to prevent this from happening again. Based on your analysis, you may also have proposals to reduce the occurrence of this class of problem, rather than this specific incident from recurring. +ã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆãŽåŽŸå› ã‚’į‰šåŽšã—ãŸåžŒã€ã“ã‚ŒãŒå†ãŗčĩˇã“らãĒいようãĢするためãĢäŊ•をするåŋ…čĻãŒã‚ã‚‹ã‹ã‚’č€ƒãˆãžã™ã€‚åˆ†æžãĢåŸēãĨいãĻã€ã“ãŽį‰šåŽšãŽã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆã§ã¯ãĒãã€ã“ãŽį¨ŽãŽå•éĄŒãŽį™ēį”Ÿã‚’æ¸›ã‚‰ã™ãŸã‚ãŽææĄˆã‚‚ã‚ã‚‹ã‹ã‚‚ã—ã‚Œãžã›ã‚“ã€‚ -It may not be possible (or worth the effort) to completely eliminate the possibility of this same incident or a similar incident from happening again, so also consider how you can improve detection and mitigation of future incidents. Does the team need better monitoring and alerting around this class of problem so they can respond faster in the future? If this class of incident does happen again, how can the team decrease the severity or duration? Remember to identify any actions that can make the incident response process better, too. Go through the incident history in Slack to find any to-do items raised during the incident and make sure these are documented as tickets as well. (At this phase, you are only opening tickets. There is no expectation that tasks will be completed before the postmortem meeting.) +åŒã˜ã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆã‚„éĄžäŧŧãŽã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆãŒå†ãŗį™ēį”Ÿã™ã‚‹å¯čƒŊ性を厌全ãĢ排除することは不可čƒŊīŧˆãžãŸã¯åŠĒ力ãĢ値しãĒいīŧ‰ã‹ã‚‚しれãĒいぎで、将æĨãŽã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆãŽæ¤œå‡ēとčģŊ減をおぎようãĢæ”šå–„ã§ãã‚‹ã‹ã‚‚č€ƒæ…Žã—ãĻãã ã•ã„ã€‚ã“ãŽį¨ŽãŽå•éĄŒãĢ寞しãĻã¯ã‚ˆã‚Šč‰¯ã„ãƒĸニã‚ŋãƒĒãƒŗã‚°ã¨ã‚ĸナãƒŧトがåŋ…čĻã§ã€å°†æĨよりčŋ…速ãĢチãƒŧムが寞åŋœã§ãã‚‹ã‚ˆã†ãĢするåŋ…čĻãŒã‚ã‚Šãžã™ã‹īŧŸã“ãŽį¨ŽãŽã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆãŒå†ãŗį™ēį”Ÿã—ãŸå ´åˆã€ãƒãƒŧムはおぎようãĢ重大åēĻや寞åŋœæ™‚間を抑えることができぞすかīŧŸã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆå¯žåŋœãƒ—ロã‚ģ゚を攚善するためぎã‚ĸã‚¯ã‚ˇãƒ§ãƒŗã‚‚į‰šåŽšã™ã‚‹ã“ã¨ã‚’åŋ˜ã‚ŒãĒいでください。SlackãŽã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆåąĨ歴をįĸēčĒã—ãĻã€ã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆä¸­ãĢ提čĩˇã•れたすずãĻぎToDoã‚ĸイテムをčĻ‹ã¤ã‘ã€ã“ã‚Œã‚‰ã‚‚ãƒã‚ąãƒƒãƒˆã¨ã—ãĻ文書化されãĻいることをįĸēčĒã—ãĻください。īŧˆã“ぎæŽĩéšŽã§ã¯ã€ãƒã‚ąãƒƒãƒˆã‚’äŊœæˆã™ã‚‹ã ã‘です。ポ゚トãƒĸãƒŧテムミãƒŧãƒ†ã‚Ŗãƒŗã‚°ãŽå‰ãĢã‚ŋ゚クを厌äē†ã•せるåŋ…čĻã¯ã‚ã‚Šãžã›ã‚“ã€‚īŧ‰ -Create tickets for all proposed follow-up actions in your task management tool. Label all tickets with their severity level and date tags so they can be easily found and reported in the ticketing system. Provide as much context and proposed direction on the tickets as you can so the team's product owner will have enough information to prioritize the task against other work and the eventual assignee will have enough information to complete the task. +ææĄˆã•ã‚ŒãŸã™ãšãĻぎフりロãƒŧã‚ĸップã‚ĸã‚¯ã‚ˇãƒ§ãƒŗãŽãƒã‚ąãƒƒãƒˆã‚’ã‚ŋã‚šã‚¯įŽĄį†ãƒ„ãƒŧãƒĢでäŊœæˆã—ぞす。すずãĻãŽãƒã‚ąãƒƒãƒˆãĢ重大åēĻãƒŦベãƒĢとæ—Ĩäģ˜ã‚ŋグをäģ˜ã‘ãĻã€ãƒã‚ąãƒƒãƒˆã‚ˇã‚šãƒ†ãƒ ã§į°Ąå˜ãĢčĻ‹ã¤ã‘ãĻå ąå‘Šã§ãã‚‹ã‚ˆã†ãĢしぞす。チãƒŧムぎプロダクトã‚Ēãƒŧナãƒŧがäģ–ぎäŊœæĨ­ã¨æ¯”čŧƒã—ãĻã‚ŋ゚クぎå„Ē先順äŊã‚’äģ˜ã‘るぎãĢ十分ãĒæƒ…å ąãŒã‚ã‚Šã€æœ€įĩ‚įš„ãĒ担åŊ“č€…ãŒã‚ŋ゚クを厌äē†ã™ã‚‹ãŽãĢ十分ãĒæƒ…å ąã‚’åž—ã‚‰ã‚Œã‚‹ã‚ˆã†ã€ãƒã‚ąãƒƒãƒˆãĢã§ãã‚‹ã ã‘å¤šããŽã‚ŗãƒŗãƒ†ã‚­ã‚šãƒˆã¨ææĄˆã•ã‚ŒãŸæ–šå‘æ€§ã‚’æäž›ã—ãĻください。 -In the _;login:_ magazine article, "[Postmortem Action Items: Plan the Work and Work the Plan](https://www.usenix.org/system/files/login/articles/login_spring17_09_lunney.pdf)," John Lunney, Sue Lueder, and Betsy Beyer write about how Google writes postmortem action items to ensure they are completed quickly and easily. They advise all action items to be written as actionable, specific, and bounded. +_;login:_ マã‚Ŧã‚¸ãƒŗãŽč¨˜äē‹ã€Œ[Postmortem Action Items: Plan the Work and Work the Plan](https://www.usenix.org/system/files/login/articles/login_spring17_09_lunney.pdf)」で、John LunneyãƒģSue LuederãƒģBetsy Beyerは、Googleがポ゚トãƒĸãƒŧテムぎã‚ĸã‚¯ã‚ˇãƒ§ãƒŗã‚ĸイテムをčŋ…é€Ÿã‹ã¤į°Ąå˜ãĢ厌äē†ã•せるためãĢおぎようãĢ書いãĻいるかをčĒŦ明しãĻいぞす。åŊŧらはすずãĻぎã‚ĸã‚¯ã‚ˇãƒ§ãƒŗã‚ĸã‚¤ãƒ†ãƒ ã‚’åŽŸčĄŒå¯čƒŊã€å…ˇäŊ“įš„ã€ã‹ã¤į¯„å›˛ãŒé™åŽšã•ã‚ŒãŸã‚‚ãŽã¨ã—ãĻ書くことを勧めãĻいぞす。 -- **Actionable:** Phrase each action item as a sentence starting with a verb. The action should result in a useful outcome. -- **Specific:** Define each action item's scope as narrowly as possible, making clear what is in and out of scope. -- **Bounded:** Word each action item to indicate how to tell when it is finished, as opposed to open-ended or ongoing tasks. +- **åŽŸčĄŒå¯čƒŊīŧš** 各ã‚ĸã‚¯ã‚ˇãƒ§ãƒŗã‚ĸã‚¤ãƒ†ãƒ ã‚’å‹•čŠžã§å§‹ãžã‚‹æ–‡ã¨ã—ãĻčĄ¨įžã—ãžã™ã€‚ã‚ĸã‚¯ã‚ˇãƒ§ãƒŗã¯æœ‰į”¨ãĒįĩæžœã‚’もたらすようãĢしぞす。 +- **å…ˇäŊ“įš„īŧš** 各ã‚ĸã‚¯ã‚ˇãƒ§ãƒŗã‚ĸã‚¤ãƒ†ãƒ ãŽį¯„å›˛ã‚’ã§ãã‚‹ã ã‘į‹­ãåŽšįžŠã—ã€į¯„å›˛å†…ã¨į¯„å›˛å¤–ã‚’æ˜ŽįĸēãĢしぞす。 +- **į¯„å›˛ãŒé™åŽšįš„īŧš** 各ã‚ĸã‚¯ã‚ˇãƒ§ãƒŗã‚ĸイテムを、ã‚Ēãƒŧãƒ—ãƒŗã‚¨ãƒŗãƒ‰ãžãŸã¯įļ™įļšįš„ãĒã‚ŋ゚クではãĒく、いつįĩ‚äē†ã—たかをį¤ēすようãĢčĄ¨įžã—ãžã™ã€‚ -| Poorly Worded | Better | +| 不遊切ãĒčĄ¨įž | ã‚ˆã‚Šč‰¯ã„čĄ¨įž | |-|-| -| Investigate monitoring for this scenario. | **Actionable:** Add alerting for all cases where this service returns >1% errors. | -| Fix the issue that caused the outage. | **Specific:** Handle invalid postal code in user address form input safely. | -| Make sure engineer checks that database schema can be parsed before updating. | **Bounded:** Add automated presubmit check for schema changes. | +| ã“ãŽã‚ˇãƒŠãƒĒã‚Ēぎãƒĸニã‚ŋãƒĒãƒŗã‚°ã‚’čĒŋæŸģする。 | **åŽŸčĄŒå¯čƒŊīŧš** こぎã‚ĩãƒŧビ゚が>1%ぎエナãƒŧをčŋ”すすずãĻãŽã‚ąãƒŧ゚ぎã‚ĸナãƒŧトをčŋŊ加する。 | +| 停æ­ĸをåŧ•きčĩˇã“ã—ãŸå•éĄŒã‚’äŋŽæ­Ŗã™ã‚‹ã€‚ | **å…ˇäŊ“įš„īŧš** ãƒĻãƒŧã‚ļãƒŧã‚ĸドãƒŦ゚フりãƒŧムå…ĨåŠ›ãŽį„ĄåŠšãĒéƒĩäžŋį•Ēåˇã‚’åŽ‰å…¨ãĢå‡Ļį†ã™ã‚‹ã€‚ | +| ã‚¨ãƒŗã‚¸ãƒ‹ã‚ĸが更新前ãĢデãƒŧã‚ŋベãƒŧ゚゚キãƒŧãƒžãŒč§Ŗæžã§ãã‚‹ã“ã¨ã‚’įĸēčĒã™ã‚‹ã‚ˆã†ãĢする。 | **į¯„å›˛ãŒé™åŽšįš„īŧš** ゚キãƒŧマ変更ぎč‡Ē動äē‹å‰é€äŋĄãƒã‚§ãƒƒã‚¯ã‚’čŋŊ加する。 | -Source: _;login:_ Spring 2017 Vol. 42, No. 1. +å‡ē典: _;login:_ Spring 2017 Vol. 42, No. 1. -If there are any proposed follow-up actions that need discussion before tickets can be created, make a note to add these items to the postmortem meeting agenda. These may be proposals that need team validation or clarification. Discussing these items in the meeting will help decide how best to proceed. +ãƒã‚ąãƒƒãƒˆã‚’äŊœæˆã™ã‚‹å‰ãĢč­°čĢ–ãŒåŋ…čρãĒフりロãƒŧã‚ĸップã‚ĸã‚¯ã‚ˇãƒ§ãƒŗãŽææĄˆãŒã‚ã‚‹å ´åˆã¯ã€ã“ã‚Œã‚‰ãŽé …į›Žã‚’ãƒã‚šãƒˆãƒĸãƒŧテムミãƒŧãƒ†ã‚Ŗãƒŗã‚°ãŽč­°éĄŒãĢčŋŊåŠ ã™ã‚‹ãƒĄãƒĸをäŊœæˆã—ぞしょう。場合ãĢã‚ˆãŖãĻはチãƒŧムぎ検č¨ŧや明įĸē化がåŋ…čρãĒææĄˆã‹ã‚‚ã—ã‚Œãžã›ã‚“ã€‚äŧšč­°ã§ã“ã‚Œã‚‰ãŽé …į›Žã‚’č­°čĢ–ã™ã‚‹ã¨ã€ãŠãŽã‚ˆã†ãĢé€˛ã‚ã‚‹ãŽãŒæœ€å–„ã‹ã‚’æąē厚するぎãĢåŊšįĢ‹ã¤ã§ã—ã‚‡ã†ã€‚ -Be careful with creating too many tickets. Only create tickets that are P0/P1s; i.e., tasks that absolutely should be dealt with. There will be some trade-offs here, and that's fine. Sometimes the ROI isn't worth the effort that would go into performing an action that may reduce the recurrence of the incident. When that is the case, it is worth documenting that decision in the postmortem. Understanding why the team is choosing not to perform an action helps avoid learned helplessness. +あぞりãĢã‚‚å¤šããŽãƒã‚ąãƒƒãƒˆã‚’äŊœæˆã—ãĒいようãĢæŗ¨æ„ã—ãĻください。P0/P1ぎã‚ŋ゚ク、つぞりįĩļ寞ãĢ寞å‡Ļすずきã‚ŋ゚クぎãŋをäŊœæˆã—ぞしょう。ここãĢはいくらかトãƒŦãƒŧドã‚Ēフがį™ēį”Ÿã™ã‚‹ã“ã¨ãŒã‚ã‚Šãžã™ãŒã€ãã‚Œã¯å•éĄŒã‚ã‚Šãžã›ã‚“ã€‚ã¨ããĢã¯ã€ã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆãŽå†į™ēを減らす可čƒŊ性ぎあるã‚ĸã‚¯ã‚ˇãƒ§ãƒŗã‚’åŽŸčĄŒã™ã‚‹ãŸã‚ãĢåŋ…čρãĒ労力ãĢ寞しãĻ、ROIがčĻ‹åˆã‚ãĒã„ã‚ąãƒŧ゚もありぞす。そぎ場合も、そぎæąē厚をポ゚トãƒĸãƒŧテムãĢ文書化しãĻãŠãäžĄå€¤ãŒã‚ã‚Šãžã™ã€‚ãƒãƒŧムがã‚ĸã‚¯ã‚ˇãƒ§ãƒŗã‚’åŽŸčĄŒã—ãĒã„ã“ã¨ã‚’é¸æŠžã—ãŸį†į”ąã‚’į†č§Ŗã™ã‚‹ãŽã¯ã€ã‚„ãŖãŸã“ã¨ãŒåŊšãĢįĢ‹ãŸãĒã‹ãŖãŸãŽã§ã¯ãĒã„ã‹ã¨ã„ã†į„ĄåŠ›æ„Ÿã‚’éŋけるぎãĢもåŊšįĢ‹ã¤ã§ã—ã‚‡ã†ã€‚ -Note the person who creates the ticket is not responsible for completing it. Tickets are opened under the projects for the teams that own the affected service. At least one representative for all teams that will be responsible for a follow-up action are invited to the postmortem meeting. +ãƒã‚ąãƒƒãƒˆã‚’äŊœæˆã™ã‚‹äēēč‡ĒčēĢがそれを厌äē†ã™ã‚‹č˛Ŧäģģã‚’č˛ ã†ã‚ã‘ã§ã¯ãĒいことãĢæŗ¨æ„ã—ãžã—ã‚‡ã†ã€‚ãƒã‚ąãƒƒãƒˆã¯åŊąéŸŋを受けたã‚ĩãƒŧビ゚を所有するチãƒŧムぎプロジェクトでã‚Ēãƒŧãƒ—ãƒŗã•ã‚Œãžã™ã€‚ãƒ•ã‚Šãƒ­ãƒŧã‚ĸップã‚ĸã‚¯ã‚ˇãƒ§ãƒŗãŽč˛Ŧäģģã‚’č˛ ã†ã™ãšãĻぎチãƒŧムぎäģŖčĄ¨č€…ã‚’å°‘ãĒくとも1äēē、ポ゚トãƒĸãƒŧテムミãƒŧãƒ†ã‚Ŗãƒŗã‚°ãĢ招垅しぞす。 -!!! info "Key Takeaways" - * What needs to be done to reduce the likelihood of this, or a similar, incident from happening again? - * How can you detect this type of incident sooner? - * How can you decrease the severity or duration of this type of incident? - * Write actionable, specific, and bounded tasks. +!!! info "重čρãĒãƒã‚¤ãƒŗãƒˆ" + * ã“ãŽã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆã‚„éĄžäŧŧãŽã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆãŒå†į™ēする可čƒŊ性を減らすためãĢ、äŊ•をするåŋ…čĻãŒã‚ã‚Šãžã™ã‹īŧŸ + * ã“ãŽį¨ŽãŽã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆã‚’ã‚ˆã‚Šæ—Šãæ¤œå‡ēするãĢはおうすればよいですかīŧŸ + * ã“ãŽį¨ŽãŽã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆãŽé‡å¤§åēĻや寞åŋœæœŸé–“をおぎようãĢ抑えることができぞすかīŧŸ + * åŽŸčĄŒå¯čƒŊã€å…ˇäŊ“įš„ã€ã‹ã¤į¯„å›˛ãŒé™åŽšã•ã‚ŒãŸã‚ŋ゚クを書くこと。 -## Write External Messaging +## å¯žå¤–ãƒĄãƒƒã‚ģãƒŧジぎäŊœæˆ ![External](../assets/img/thumbnails/6WriteExternalMessaging.png) -The goal of external messaging is to build trust by giving customers enough information about what happened and what you're doing about it, without giving away proprietary information about your technology and organization. There are parts of your internal analysis that primarily benefit the internal audience and do not need to be included in your external postmortem. +å¯žå¤–ãƒĄãƒƒã‚ģãƒŧã‚¸ãŽį›Žįš„ã¯ã€æŠ€čĄ“ã‚„įĩ„įš”ãĢé–ĸするį‹Ŧč‡Ēæƒ…å ąã‚’æ˜Žã‹ã™ã“ã¨ãĒく、äŊ•がčĩˇã“ãŖãŸãŽã‹ã€ãã‚ŒãĢ寞しãĻäŊ•をしãĻいるぎかãĢついãĻ饧åŽĸãĢ十分ãĒæƒ…å ąã‚’æäž›ã™ã‚‹ã“ã¨ã§äŋĄé ŧã‚’į¯‰ãã“ã¨ã§ã™ã€‚å†…éƒ¨åˆ†æžãŽä¸€éƒ¨ã¯ä¸ģãĢ内部ぎčǭ者ãĢåˆŠį›Šã‚’ã‚‚ãŸã‚‰ã™ã‚‚ãŽã§ã€å¤–éƒ¨ãŽãƒã‚šãƒˆãƒĸãƒŧテムãĢåĢめるåŋ…čĻã¯ã‚ã‚Šãžã›ã‚“ã€‚ -The external postmortem is a summarized and sanitized version of the information used for the internal postmortem. External postmortems include these three sections: +外部ポ゚トãƒĸãƒŧテムは、内部ポ゚トãƒĸãƒŧテムãĢäŊŋį”¨ã•ã‚Œã‚‹æƒ…å ąã‚’čĻį´„ã—ã€æ•´į†ã—ãŸã‚‚ãŽã§ã™ã€‚å¤–éƒ¨ãƒã‚šãƒˆãƒĸãƒŧテムãĢはäģĨ下ぎ3つぎã‚ģã‚¯ã‚ˇãƒ§ãƒŗãŒåĢぞれぞすīŧš -1. **Summary:** Two to three sentences that summarize the duration of the incident and the observable customer impact. -1. **What Happened:** - - Summary of cause(s). - - Summary of customer-facing impact during the incident. - - Summary of mitigation efforts during the incident. -1. **What Are We Doing About This:** Summary of action items. +1. **čρᴄīŧš** ã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆãŽæœŸé–“ã¨čĻŗæ¸Ŧ可čƒŊãĒ饧åŽĸへぎåŊąéŸŋをčĻį´„ã—ãŸ2〜3文。 +1. **äŊ•がčĩˇããŸã‹īŧš** + - 原因ぎčĻį´„ã€‚ + - ã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆä¸­ãŽéĄ§åŽĸ向けåŊąéŸŋぎčĻį´„ã€‚ + - ã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆä¸­ãŽįˇŠå’ŒåŠĒ力ぎčĻį´„ã€‚ +1. **これãĢ寞しãĻäŊ•をしãĻいるかīŧš** ã‚ĸã‚¯ã‚ˇãƒ§ãƒŗã‚ĸイテムぎčĻį´„ã€‚ ->Tip: Avoid using the word "outage" unless it really was a full outage—use the word "incident" or "service degradation" instead. Customers generally see "outage" and assume the worst. +>ãƒ’ãƒŗãƒˆīŧšæœŦåŊ“ãĢ厌全ãĒ停æ­ĸでãĒい限り、「停æ­ĸīŧˆoutageīŧ‰ã€ã¨ã„ã†č¨€č‘‰ã‚’äŊŋį”¨ã™ã‚‹ã“ã¨ã¯éŋけãĻください。äģŖã‚ã‚ŠãĢã€Œã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆã€ãžãŸã¯ã€Œã‚ĩãƒŧビ゚äŊŽä¸‹ã€ã¨ã„ã†č¨€č‘‰ã‚’äŊŋį”¨ã—ãĻãã ã•ã„ã€‚éĄ§åŽĸは一čˆŦįš„ãĢ「停æ­ĸ」をčĻ‹ãĻ最æ‚Ēぎä狿…‹ã‚’æƒŗåŽšã—ãžã™ã€‚ -Note that at this point, the external postmortem is drafted language that should not be sent or published. It needs to be reviewed during the postmortem meeting before being sent out. +ã“ãŽæ™‚į‚šã§ã€å¤–éƒ¨ãƒã‚šãƒˆãƒĸãƒŧテムはぞだ送äŋĄãžãŸã¯å…Ŧ開すずきではãĒいドナフトであることãĢæŗ¨æ„ã—ãĻください。送äŋĄå‰ãĢポ゚トãƒĸãƒŧテムミãƒŧãƒ†ã‚Ŗãƒŗã‚°ã§ãƒŦビãƒĨãƒŧするåŋ…čĻãŒã‚ã‚Šãžã™ã€‚ -## Postmortem Review +## ポ゚トãƒĸãƒŧテムãƒŦビãƒĨãƒŧ ![Review](../assets/img/thumbnails/7PostmortemReview.png) -At PagerDuty, we have a community of experienced postmortem writers available to review postmortems for style and content. This avoids wasted time during the meeting. We post a link to the postmortem into Slack to receive feedback at least 24 hours before the meeting is scheduled. +PagerDutyでは、゚ã‚ŋイãƒĢと内厚ãĢé–ĸするポ゚トãƒĸãƒŧテムぎãƒŦビãƒĨãƒŧãĢæ´ģį”¨ã§ãã‚‹įĩŒé¨“čąŠå¯ŒãĒポ゚トãƒĸãƒŧテムäŊœæˆč€…ãŽã‚ŗãƒŸãƒĨãƒ‹ãƒ†ã‚ŖãŒã‚ã‚Šãžã™ã€‚ã“ã‚ŒãĢより、äŧšč­°ä¸­ãŽį„Ąé§„ãĒ時間を減らせぞす。äŧšč­°ãŒã‚šã‚ąã‚¸ãƒĨãƒŧãƒĢされる少ãĒくとも24時間前ãĢ、Slackへポ゚トãƒĸãƒŧテムへぎãƒĒãƒŗã‚¯ã‚’æŠ•į¨ŋしãĻãƒ•ã‚Ŗãƒŧドバックを受け取りぞす。 -Here are some of the things we look for: +äģĨä¸‹ã¯ã€į§ãŸãĄãŒä¸ģãĢįĸēčĒã™ã‚‹ä狿Ÿ„ですīŧš -- Does it provide enough detail? -- Rather than just pointing out what went wrong, does it drill down to the underlying causes of the issue? -- Does it separate "What happened?" from "How to fix it"? -- Do the proposed action items make sense? Are they well-scoped enough? -- Is the postmortem well-written and understandable? -- Does the external message resonate well with customers or is it likely to cause outrage? +- 十分ãĒčŠŗį´°ã‚’æäž›ã—ãĻいぞすかīŧŸ +- äŊ•ãŒé–“é•ãŖãĻいたかを指摘するだけでãĒãã€å•éĄŒãŽæ šæœŦįš„ãĒ原因を掘り下げãĻいぞすかīŧŸ +- 「äŊ•がčĩˇããŸã‹īŧŸã€ã¨ã€ŒãŠã†äŋŽæ­Ŗã™ã‚‹ã‹ã€ã‚’分けãĻいぞすかīŧŸ +- ææĄˆã•ã‚ŒãŸã‚ĸã‚¯ã‚ˇãƒ§ãƒŗã‚ĸã‚¤ãƒ†ãƒ ã¯æ„å‘ŗãŒã‚ã‚Šãžã™ã‹īŧŸååˆ†ãĢį¯„å›˛ãŒé™åŽšã•ã‚ŒãĻいぞすかīŧŸ +- ポ゚トãƒĸãƒŧテムは遊切ãĢæ›¸ã‹ã‚Œã€į†č§Ŗå¯čƒŊですかīŧŸ +- å¯žå¤–ãƒĄãƒƒã‚ģãƒŧã‚¸ã¯éĄ§åŽĸãŽå…ąæ„Ÿã‚’åž—ã‚‰ã‚Œãã†ãĒ内厚ですか、それとも反感をåŧ•きčĩˇã“す可čƒŊ性がありぞすかīŧŸ -Reviewing a postmortem isn't about nitpicking typos (but do make sure the external message isn't littered with spelling and grammatical errors). It's about providing constructive feedback on valuable changes to a postmortem to get the most benefit from them. +ポ゚トãƒĸãƒŧテムぎãƒŦビãƒĨãƒŧはčĒ¤å­—č„ąå­—ã‚’į´°ã‹ãæŒ‡æ‘˜ã™ã‚‹ã“ã¨ã§ã¯ã‚ã‚Šãžã›ã‚“īŧˆãŸã ã—ã€å¯žå¤–ãƒĄãƒƒã‚ģãƒŧジãĢ゚ペãƒĢã‚„æ–‡æŗ•ã‚¨ãƒŠãƒŧがãĒいことをįĸēčĒã—ãĻくださいīŧ‰ã€‚重čρãĒぎは、ポ゚トãƒĸãƒŧãƒ†ãƒ ã‹ã‚‰æœ€å¤§ãŽåˆŠį›Šã‚’åž—ã‚‹ãŸã‚ãĢ、ポ゚トãƒĸãƒŧテムãĢäžĄå€¤ã‚ã‚‹å¤‰æ›´ã‚’åŠ ãˆã‚‹ãŸã‚ãŽåģēč¨­įš„ãĒãƒ•ã‚Ŗãƒŧドバックを提䞛することです。 diff --git a/docs/index.md b/docs/index.md index add0f8e..30edaf6 100644 --- a/docs/index.md +++ b/docs/index.md @@ -1,42 +1,42 @@ ![PagerDuty](assets/img/headers/Postmortems-Title.png) -Performing postmortems after incidents is how you learn what you're doing right, where you could improve, and most importantly, how to avoid making the same mistakes again and again. Well-designed postmortems allow your teams to iteratively improve your infrastructure and incident response process. +ã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆį™ēį”ŸåžŒãĢポ゚トãƒĸãƒŧテムを原æ–Ŋすると、äŊ•ãŒã†ãžãã„ãŖãŸãŽã‹ã€ãŠã“ã‚’æ”šå–„ã§ãã‚‹ãŽã‹ã€ãã—ãĻ最も重čρãĒこととしãĻ、同じčĒ¤ã‚Šã‚’įš°ã‚Ščŋ”さãĒã„ãŸã‚ãŽæ–šæŗ•ã‚’å­Ļずぞす。遊切ãĢč¨­č¨ˆã•ã‚ŒãŸãƒã‚šãƒˆãƒĸãƒŧãƒ†ãƒ ã‚’čĄŒãˆã°ã€ãƒãƒŧãƒ ã¯ã‚¤ãƒŗãƒ•ãƒŠã‚šãƒˆãƒŠã‚¯ãƒãƒŖã¨ã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆå¯žåŋœãƒ—ロã‚ģ゚をæŽĩéšŽįš„ãĢ攚善できるでしょう。 -The postmortem concept is well known in the technology industry, but it can be difficult for newer individuals, teams, and organizations to adopt the cultural nuances required for effective postmortems. This guide will teach you how to build a culture of continuous learning, the most important components to include in your analysis, and how to conduct effective postmortem meetings. +ポ゚トãƒĸãƒŧテムぎæĻ‚åŋĩはテクノロジãƒŧæĨ­į•Œã§ã¯ã‚ˆãįŸĨられãĻã„ãžã™ãŒã€åŠšæžœįš„ãĒポ゚トãƒĸãƒŧテムãĢæą‚ã‚ã‚‰ã‚Œã‚‹æ–‡åŒ–įš„ãƒ‹ãƒĨã‚ĸãƒŗã‚šã‚’ã€å€‹äēēやチãƒŧム、įĩ„įš”ãŒæ–°ãŸãĢ取りå…Ĩã‚Œã‚‹ãŽã¯é›Ŗã—ã„ã“ã¨ã‚‚ã‚ˆãã‚ã‚Šãžã™ã€‚ã“ãŽã‚Ŧイドでは、įļ™įļšįš„ãĒå­Ļįŋ’ãŽæ–‡åŒ–ã‚’æ§‹į¯‰ã™ã‚‹æ–šæŗ•ã€åˆ†æžãĢåĢめるずき最も重čρãĒčĻį´ ã€ãã—ãĻåŠšæžœįš„ãĒポ゚トãƒĸãƒŧテムミãƒŧãƒ†ã‚Ŗãƒŗã‚°ã‚’åŽŸæ–Ŋã™ã‚‹æ–šæŗ•ãĢついãĻčĒŦ明しぞす。 -## Who Is This For? -This resource is for on-call practitioners who want to iteratively learn from incidents affecting their team and for managers who want to cultivate a culture of learning in their organization. +## å¯žčąĄč€… +こぎãƒĒã‚Ŋãƒŧ゚は、チãƒŧムãĢåŊąéŸŋã‚’ä¸Žãˆã‚‹ã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆã‹ã‚‰æŽĩéšŽįš„ãĢå­ĻãŗãŸã„ã‚Ēãƒŗã‚ŗãƒŧãƒĢ担åŊ“č€…ã‚„ã€įĩ„įš”å†…ãĢå­Ļįŋ’ãŽæ–‡åŒ–ã‚’č‚˛ãŋたいマネãƒŧã‚¸ãƒŖãƒŧã‚’å¯žčąĄã¨ã—ãĻいぞす。 -## What Is Covered? -### What Is a Postmortem? -The who, what, when, and why of [postmortems](what_is.md). +## 内厚 +### ポ゚トãƒĸãƒŧテムとは +[ポ゚トãƒĸãƒŧテム](what_is.md)をčĒ°ãŒã€äŊ•を、いつ、ãĒãœčĄŒã†ãŽã‹ã€‚ -### Blameless Culture -A successful postmortem process is based on a culture of honesty, learning, and accountability. Culture change requires management buy-in, but you can lead culture change no matter your role. This section describes common challenges in building a culture of continuous learning through postmortems, and strategies for overcoming them. +### éžé›ŖãŽãĒいīŧˆãƒ–ãƒŦãƒŧムãƒŦ゚ãĒīŧ‰æ–‡åŒ– +成功するポ゚トãƒĸãƒŧテムプロã‚ģ゚は、čĒ åŽŸã•ã€å­Ļįŋ’、そしãĻčĒŦ明č˛Ŧäģģぎ文化ãĢåŸēãĨいãĻいぞす。ã‚ĢãƒĢãƒãƒŖãƒŧぎ変靊ãĢはįĩŒå–ļé™ŖãŽčŗ›åŒãŒåŋ…čĻã§ã™ãŒã€ã‚ãĒたぎåŊšå‰˛ãĢã‚ˆã‚‰ãšæŽ¨é€˛ã—ãĻいくことは可čƒŊです。こぎã‚ģã‚¯ã‚ˇãƒ§ãƒŗã§ã¯ã€ãƒã‚šãƒˆãƒĸãƒŧテムを通じãĻįļ™įļšįš„ãĒå­Ļįŋ’ãŽæ–‡åŒ–ã‚’æ§‹į¯‰ã™ã‚‹ãĢã‚ãŸãŖãĻぎ一čˆŦįš„ãĒčĒ˛éĄŒã¨ã€ãã‚Œã‚‰ã‚’å…‹æœã™ã‚‹ãŸã‚ãŽæˆĻį•ĨãĢついãĻčĒŦ明しぞす。 -- [The Blameless Postmortem](culture/blameless.md) -- [How to Introduce Postmortems](culture/introduce.md) -- [Information Sharing](culture/sharing.md) -- [Accountability](culture/accountability.md) +- [éžé›ŖãŽãĒいīŧˆãƒ–ãƒŦãƒŧムãƒŦ゚ãĒīŧ‰ãƒã‚šãƒˆãƒĸãƒŧテム](culture/blameless.md) +- [ポ゚トãƒĸãƒŧテムぎ導å…Ĩæ–šæŗ•](culture/introduce.md) +- [æƒ…å ąå…ąæœ‰ãŽã‚ã‚Šã‹ãŸ](culture/sharing.md) +- [čĒŦ明č˛ŦäģģãŽč€ƒãˆã‹ãŸ](culture/accountability.md) -### How to Write a Postmortem -You will learn what information to include in the postmortem, how to collect and present that information, and how to conduct an effective analysis that results in system improvements. +### ポ゚トãƒĸãƒŧテムぎ書き斚 +ポ゚トãƒĸãƒŧテムãĢåĢã‚ã‚‹ãšãæƒ…å ąã€ããŽæƒ…å ąãŽåŽé›†ã¨æį¤ēæ–šæŗ•ã€ãã—ãĻã‚ˇã‚šãƒ†ãƒ ãŽæ”šå–„ãĢつãĒãŒã‚‹åŠšæžœįš„ãĒ分析ぎ原æ–Ŋæ–šæŗ•ãĢついãĻå­Ļãŗãžã™ã€‚ -- [Step by Step](how_to_write/writing.md) -- [Tips for Effective Postmortems](how_to_write/effective_postmortems.md) +- [æŽĩ階をčŋŊãŖãŸãƒã‚šãƒˆãƒĸãƒŧテムぎ書きかた](how_to_write/writing.md) +- [åŠšæžœįš„ãĒポ゚トãƒĸãƒŧãƒ†ãƒ ãŽãŸã‚ãŽãƒ’ãƒŗãƒˆ](how_to_write/effective_postmortems.md) -### Postmortem Meetings -How to conduct productive [postmortem meetings](meeting.md). +### ポ゚トãƒĸãƒŧテムミãƒŧãƒ†ã‚Ŗãƒŗã‚° +į”Ÿį”Ŗįš„ãĒ[ポ゚トãƒĸãƒŧテムミãƒŧãƒ†ã‚Ŗãƒŗã‚°](meeting.md)ぎ原æ–Ŋæ–šæŗ•ã‚’č§ŖčĒŦしぞす。 -### Additional Resources +### čŋŊ加ãƒĒã‚Ŋãƒŧ゚ -- [Template](resources/post_mortem_template.md) -- [Checklist](resources/checklist.md) -- [Analysis Questions](resources/analysis.md) -- [Examples](resources/examples.md) -- [Further Reading](resources/reading.md) +- [ãƒ†ãƒŗãƒ—ãƒŦãƒŧト](resources/post_mortem_template.md) +- [チェックãƒĒ゚ト](resources/checklist.md) +- [分析ãĢã‚ãŸãŖãĻぎčŗĒ問](resources/analysis.md) +- [原čˇĩ例](resources/examples.md) +- [å‚č€ƒæ–‡įŒŽ](resources/reading.md) -### License -This documentation is provided under the Apache License 2.0. In plain English that means you can use and modify this documentation and use it both commercially and for private use. However, you must include any original copyright notices, and the original LICENSE file. +### ナイã‚ģãƒŗã‚š +こぎドキãƒĨãƒĄãƒŗãƒˆã¯Apache License 2.0ぎ下で提䞛されãĻã„ãžã™ã€‚åšŗãŸãč¨€ãˆã°ã€ã“ãŽãƒ‰ã‚­ãƒĨãƒĄãƒŗãƒˆã‚’äŊŋį”¨ãŠã‚ˆãŗäŋŽæ­Ŗã—、商æĨ­įš„ãĢも個äēēįš„ãĢもäŊŋį”¨ã™ã‚‹ã“ã¨ãŒã§ããžã™ã€‚ãŸã ã—ã€å…ƒãŽč‘—äŊœæ¨ŠčĄ¨į¤ēと元ぎLICENSEãƒ•ã‚Ąã‚¤ãƒĢをåĢめるåŋ…čĻãŒã‚ã‚Šãžã™ã€‚ -Whether you are a PagerDuty customer or not, we want you to have the ability to use this documentation internally at your own company. You can view the source code for all of this documentation on our GitHub account, feel free to fork the repository and use it as a base for your own internal documentation. +PagerDutyぎおåŽĸ様であるかおうかãĢé–ĸわらず、こぎドキãƒĨãƒĄãƒŗãƒˆã‚’č‡Ēį¤žå†…ã§ã”æ´ģį”¨ã„ãŸã ããŸã„ã¨č€ƒãˆãĻいぞす。こぎドキãƒĨãƒĄãƒŗãƒˆãŽã‚Ŋãƒŧã‚šã‚ŗãƒŧドはすずãĻåŊ“į¤žãŽGitHubã‚ĸã‚Ģã‚Ļãƒŗãƒˆã§é–˛čĻ§ã§ãã€ãƒĒポジトãƒĒをフりãƒŧクしãĻį‹Ŧč‡Ēぎ内部ドキãƒĨãƒĄãƒŗãƒˆãŽãƒ™ãƒŧ゚としãĻäŊŋį”¨ã™ã‚‹ã“ã¨ãŒã§ããžã™ã€‚ diff --git a/docs/meeting.md b/docs/meeting.md index 33b95a7..8fb8adf 100644 --- a/docs/meeting.md +++ b/docs/meeting.md @@ -1,140 +1,139 @@ --- cover: -description: After you have completed the written postmortem, follow up with a meeting to discuss the incident. The purpose of this meeting is to deepen the postmortem analysis through direct communication and to get buy-in for action items. +description: 文書化されたポ゚トãƒĸãƒŧテムを厌äē†ã—ãŸåžŒã€ã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆãĢついãĻč­°čĢ–ã™ã‚‹ãŸã‚ãŽãƒŸãƒŧãƒ†ã‚Ŗãƒŗã‚°ã‚’čĄŒã„ãžã™ã€‚ã“ãŽãƒŸãƒŧãƒ†ã‚Ŗãƒŗã‚°ãŽį›Žįš„ã¯ã€į›´æŽĨįš„ãĒã‚ŗãƒŸãƒĨãƒ‹ã‚ąãƒŧã‚ˇãƒ§ãƒŗã‚’é€šã˜ãĻポ゚トãƒĸãƒŧãƒ†ãƒ åˆ†æžã‚’æˇąã‚ã€ã‚ĸã‚¯ã‚ˇãƒ§ãƒŗã‚ĸã‚¤ãƒ†ãƒ ã¸ãŽčŗ›åŒã‚’åž—ã‚‹ã“ã¨ã§ã™ã€‚ --- ![The Postmortem Meeting](assets/img/headers/Postmortems-Meeting.png) -## Purpose -After you have completed the written postmortem, follow up with a meeting to discuss the incident. **The purpose of this meeting is to deepen the postmortem analysis through direct communication and to get buy-in for action items.** The asynchronous production of the written postmortem helps the team start learning from the incident, but having a conversation leads to deeper learning. Furthermore, having a meeting scheduled to discuss the written postmortem creates [accountability](culture/accountability.md) for the postmortem to be completed in a timely manner. Using this time to discuss action items also helps ensure that those tasks will be completed. +## į›Žįš„ +文書化されたポ゚トãƒĸãƒŧテムを厌äē†ã—ãŸåžŒã€ã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆãĢついãĻč­°čĢ–ã™ã‚‹ãŸã‚ãŽãƒŸãƒŧãƒ†ã‚Ŗãƒŗã‚°ã‚’čĄŒã„ãžã™ã€‚**こぎミãƒŧãƒ†ã‚Ŗãƒŗã‚°ãŽį›Žįš„ã¯ã€į›´æŽĨįš„ãĒã‚ŗãƒŸãƒĨãƒ‹ã‚ąãƒŧã‚ˇãƒ§ãƒŗã‚’é€šã˜ãĻポ゚トãƒĸãƒŧãƒ†ãƒ åˆ†æžã‚’æˇąã‚ã€ã‚ĸã‚¯ã‚ˇãƒ§ãƒŗã‚ĸã‚¤ãƒ†ãƒ ã¸ãŽčŗ›åŒã‚’åž—ã‚‹ã“ã¨ã§ã™ã€‚** 文書化されたポ゚トãƒĸãƒŧãƒ†ãƒ ãŽéžåŒæœŸįš„ãĒäŊœæˆã¯ãƒãƒŧãƒ ãŒã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆã‹ã‚‰å­Ļãŗå§‹ã‚ã‚‹ãŽãĢåŊšįĢ‹ãĄãžã™ãŒã€äŧščŠąã‚’æŒã¤ã“ã¨ã§ã‚ˆã‚Šæˇąã„å­ĻãŗãĢつãĒがりぞす。さらãĢ、文書化されたポ゚トãƒĸãƒŧテムãĢついãĻč­°čĢ–ã™ã‚‹ãŸã‚ãŽãƒŸãƒŧãƒ†ã‚Ŗãƒŗã‚°ã‚’ã‚šã‚ąã‚¸ãƒĨãƒŧãƒĢすることで、ポ゚トãƒĸãƒŧテムをã‚ŋイムãƒĒãƒŧãĢ厌äē†ã™ã‚‹ãŸã‚ãŽ[čĒŦ明č˛Ŧäģģīŧˆaccountabilityīŧ‰](culture/accountability.md)ãŒį”Ÿãžã‚Œãžã™ã€‚ã“ãŽãƒŸãƒŧãƒ†ã‚Ŗãƒŗã‚°ã§ã‚ĸã‚¯ã‚ˇãƒ§ãƒŗã‚ĸイテムãĢついãĻč­°čĢ–ã™ã‚‹ã“ã¨ã§ã€ãã‚Œã‚‰ãŽã‚ŋ゚クがįĸē原ãĢ厌äē†ã™ã‚‹ã‚ˆã†æ”¯æ´ã—ぞす。 -An anti-pattern for the postmortem meeting is to be overly focused on the immediate concerns documented in the written postmortem. Avoid filling the meeting time by simply reading through each section of the document. The best use of this time is to take a step back from the detailed analysis to better understand the systemic factors that led to the incident. +ポ゚トãƒĸãƒŧテムミãƒŧãƒ†ã‚Ŗãƒŗã‚°ãŽã‚ĸãƒŗãƒãƒ‘ã‚ŋãƒŧãƒŗã¯ã€æ–‡æ›¸åŒ–ã•ã‚ŒãŸãƒã‚šãƒˆãƒĸãƒŧテムãĢ記čŧ‰ã•ã‚ŒãŸį›´æŽĨįš„ãĒ懸åŋĩäē‹é …ãĢ過åēĻãĢį„Ļį‚šã‚’åŊ“ãĻることです。ドキãƒĨãƒĄãƒŗãƒˆãŽå„ã‚ģã‚¯ã‚ˇãƒ§ãƒŗã‚’å˜ãĢčĒ­ãŋ上げることãĢミãƒŧãƒ†ã‚Ŗãƒŗã‚°æ™‚é–“ã‚’äŊŋうぎはéŋけãĻください。こぎ時間を最も有劚ãĢäŊŋã†æ–šæŗ•ã¯ã€čŠŗį´°ãĒ分析から一歊åŧ•いãĻã€ã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆãĢつãĒãŒãŖãŸã‚ˇã‚šãƒ†ãƒ įš„čĻå› ã‚’ã‚ˆã‚Šč‰¯ãį†č§Ŗã™ã‚‹ã“ã¨ã§ã™ã€‚ -Some teams make use of the [Retrospective Prime Directive](http://retrospectivewiki.org/index.php?title=The_Prime_Directive) to set the tone for the meeting and serve as a regular reminder of the goals. It can be a helpful tool to anchor the discussion and provide a clean slate to start a retrospective, postmortem, or post-incident review. +一部ぎチãƒŧムは、ミãƒŧãƒ†ã‚Ŗãƒŗã‚°ãŽåŸēčĒŋã‚’č¨­åŽšã—ã€į›Žįš„ã‚’åŽšæœŸįš„ãĢ思いčĩˇã“すためãĢ[ãƒŦãƒˆãƒ­ã‚šãƒšã‚¯ãƒ†ã‚Ŗãƒ–ãƒģプナイムãƒģãƒ‡ã‚ŖãƒŦã‚¯ãƒ†ã‚Ŗãƒ–](http://retrospectivewiki.org/index.php?title=The_Prime_Directive)をæ´ģį”¨ã—ãĻいぞす。これは、ãƒŦãƒˆãƒ­ã‚šãƒšã‚¯ãƒ†ã‚Ŗãƒ–ã€ãƒã‚šãƒˆãƒĸãƒŧãƒ†ãƒ ã€ãžãŸã¯ãƒã‚šãƒˆã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆãƒŦビãƒĨãƒŧを始めるためぎį™Ŋį´™ãŽįŠļæ…‹ã‚’æäž›ã—ã€č­°čĢ–ãŽåŸēį›¤ã¨ãĒるåŊšįĢ‹ã¤ãƒ„ãƒŧãƒĢとãĒりぞす。 > - "Regardless of what we discover, we understand and truly believe that everyone did the best job they could, given what they knew at the time, their skills and abilities, the resources available, and the situation at hand." - --Norm Kerth, Project Retrospectives: A Handbook for Team Review + ã€Œį§ãŸãĄãŒäŊ•ã‚’į™ēčĻ‹ã—ã‚ˆã†ã¨ã‚‚ã€ããŽæ™‚į‚šã§įŸĨãŖãĻいたこと、゚キãƒĢとčƒŊåŠ›ã€åˆŠį”¨å¯čƒŊãĒãƒĒã‚Ŋãƒŧ゚、そしãĻį›´éĸしãĻいたįŠļæŗã‚’č€ƒæ…Žã™ã‚Œã°ã€čĒ°ã‚‚ãŒæœ€å–„ã‚’å°Ŋãã—ãŸã¨į†č§Ŗã—ãĻäŋĄã˜ãĻいぞす。」 + --Norm Kerthč‘—ã€ŒProject Retrospectives: A Handbook for Team Review」 -**The most important outcome of the postmortem meeting is buy-in for the action plan.** This is an opportunity to discuss proposed [action items](how_to_write/writing.md), brainstorm other options, and gain consensus among team leadership. Sometimes the ROI of proposed action items is not great enough to justify the work or postmortem action items must be delayed for other priorities. The postmortem meeting is a time to discuss these difficult decisions and make clear what work will and will not be done, as well as the expected implications of those choices. +**ポ゚トãƒĸãƒŧテムミãƒŧãƒ†ã‚Ŗãƒŗã‚°ãŽæœ€ã‚‚é‡čρãĒ成果は、ã‚ĸã‚¯ã‚ˇãƒ§ãƒŗãƒ—ãƒŠãƒŗã¸ãŽčŗ›åŒã§ã™ã€‚** ã“ã‚Œã¯ææĄˆã•ã‚ŒãŸ[ã‚ĸã‚¯ã‚ˇãƒ§ãƒŗã‚ĸイテム](how_to_write/writing.md)ãĢついãĻč­°čĢ–ã—ã€äģ–ぎ選択č‚ĸãĢついãĻブãƒŦã‚¤ãƒŗã‚šãƒˆãƒŧãƒŸãƒŗã‚°ã—ã€ãƒãƒŧムãƒĒãƒŧダãƒŧã‚ˇãƒƒãƒ—é–“ã§ã‚ŗãƒŗã‚ģãƒŗã‚ĩ゚を垗る抟äŧšã§ã™ã€‚ときãĢã¯ã€ææĄˆã•ã‚ŒãŸã‚ĸã‚¯ã‚ˇãƒ§ãƒŗã‚ĸã‚¤ãƒ†ãƒ ãŽæŠ•čŗ‡å¯žåŠšæžœãŒäŊœæĨ­ã‚’æ­ŖåŊ“化するãģお大きくãĒい場合や、äģ–ぎå„Ē先äē‹é …をポ゚トãƒĸãƒŧテムぎã‚ĸã‚¯ã‚ˇãƒ§ãƒŗã‚ĸイテムãĢ比ずãĻ遅らせãĒければãĒらãĒい場合もありぞす。ポ゚トãƒĸãƒŧテムミãƒŧãƒ†ã‚Ŗãƒŗã‚°ã¯ã€ã“ã‚Œã‚‰ãŽé›Ŗã—ã„æąē断ãĢついãĻč­°čĢ–ã—ã€ãŠãŽäŊœæĨ­ã‚’čĄŒã„ã€ãŠãŽäŊœæĨ­ã‚’čĄŒã‚ãĒいぎか、そしãĻそれらぎ選択ãĢã‚ˆãŖãĻä爿ƒŗã•れるåŊąéŸŋを明įĸēãĢする時間です。 -Whereas the written postmortem is intended to be shared widely in the organization, the primary audience for the postmortem meeting is the teams directly involved with the incident. This meeting gives the team a chance to align on what happened, what to do about it, and how they will communicate about the incident to internal and external stakeholders. +文書化されたポ゚トãƒĸãƒŧテムはįĩ„įš”å†…ã§åēƒãå…ąæœ‰ã•ã‚Œã‚‹ã“ã¨ã‚’æ„å›ŗã—ãĻいぞすが、ポ゚トãƒĸãƒŧテムミãƒŧãƒ†ã‚Ŗãƒŗã‚°ãŽä¸ģãĒå¯žčąĄč€…ã¯ã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆãĢį›´æŽĨé–ĸã‚ãŖãŸãƒãƒŧムです。こぎミãƒŧãƒ†ã‚Ŗãƒŗã‚°ã¯ã€ãƒãƒŧムがäŊ•がčĩˇã“ãŖãŸãŽã‹ã€ãã‚ŒãĢついãĻäŊ•をすずきか、そしãĻã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆãĢついãĻå†…éƒ¨ãŠã‚ˆãŗå¤–éƒ¨ãŽã‚šãƒ†ãƒŧクホãƒĢダãƒŧãĢおぎようãĢäŧãˆã‚‹ã‹ãĢついãĻčĒč­˜ã‚’åˆã‚ã›ã‚‹æŠŸäŧšã‚’提䞛しぞす。 !!! tip - Send a link to the postmortem document to meeting attendees 24 hours before the meeting. Though the postmortem does not need to be complete when it is sent to the attendees, it should be finished before the postmortem meeting. It is still worth sending an incomplete postmortem to meeting attendees in advance so they can start reading through the document. - - This will help you avoid wasting time in the meeting simply reading through the document. Remember the purpose of the meeting is to have an in-depth conversation about what caused the incident and how to prevent it in the future, not to review the document. The postmortem meeting is also an opportunity to clarify any questions about what happened and what the team plans to do to prevent it from happening again. Encourage attendees to ask any and all questions to help everyone get on the same page - and help the team consider new perspectives for their analysis. - -## Agenda -Here is a sample agenda for the meeting: - -1. **Postmortem owner** summarizes incident causes and timeline. **Facilitator** leads discussion: - - What were the larger cultural and structural factors that lead to the incident? **How did we get here?** -1. **Postmortem owner** summarizes proposed follow-up action items. **Facilitator** leads discussion: - - Is the team **confident** this plan will reduce the likelihood of this incident recurring? - - **What more or different work might be needed?** - - Will team leadership (Engineering Manager, Product Manager, Tech Lead, etc.) **commit** to prioritizing these action items? -1. **Customer liaison** summarizes customer impact. - - Provide any new context about customer reaction to the incident. - - Review and approve external communication drafted in the postmortem. - -## Who Participates -The postmortem owner invites the following people to the postmortem meeting. Below is more detail about the role each plays in the discussion. - -- Always - - The [incident commander](https://response.pagerduty.com/training/incident_commander/). - - The incident commander is responsible for coordinating the response. During the postmortem meeting the incident commander can provide valuable feedback on the incident response effort and process improvements. - - The incident commander shadowee (if there was one). - - This person may have served as the [scribe](https://response.pagerduty.com/training/scribe/) or [deputy](https://response.pagerduty.com/training/deputy/). The deputy incident commander is responsible for adding necessary responders to the call and updating internal stakeholders outside of the incident response call. The deputy can provide valuable feedback on the response effort and the ease or difficulty of communicating with additional responders and stakeholders during incident response. - - [Service owners](https://response.pagerduty.com/training/subject_matter_expert/) and other key engineers involved in the incident. - - On-call service owners and other engineers that responded to the incident are the experts of the affected services. During the postmortem meeting they can provide historical context about how the systems were built, cultural context about what was happening with the team leading up the incident, and proposals for what work would reduce the likelihood of this incident recurring. - - Productive postmortem discussions will include engineers with in-depth knowledge of the part of the system that their team owns. If the engineer(s) that responded to the incident are newer to the team, it will be helpful to include more experienced engineers from their team in the postmortem meeting. - - Engineering manager for impacted systems. - - The manager responsible for the teams that responded to the incident attends the postmortem meeting to inform their staffing and technical investment decisions - - Product manager for impacted systems. - - Product managers attend postmortem meetings to understand the effect incidents have on their customers' experience. For postmortem action items to be prioritized and completed, it is critical to engage product managers in this discussion of the importance and scope of proposed follow-up tasks. -- Optional (Only Sev-1 incidents) - - [Customer liaison](https://response.pagerduty.com/training/customer_liaison/). - - The customer liaison can speak to customers' reactions to the incident. They need to understand the team's decision on action items so they can finalize and send external messaging. - -## Facilitation -### What Is Facilitation -The facilitator's role in the postmortem meeting is different from the other participants. The facilitator does not voice their own ideas in the meeting; instead, they encourage the group to speak up and keep the discussion on track. The postmortem owner, the incident commander, or any other meeting attendee that played an active role during the incident are the ones who need to contribute to the discussion and should not also be responsible for facilitating. - -The facilitator: - -- Encourages people to speak up and makes sure that everyone is heard. -- Clarifies insights and challenges the team with questions. -- Helps the team see different perspectives and different options. -- Keeps everyone on time and on track. Cuts off tangents and stops people from dominating the entire meeting. -- Speaks as little as possible. Remember to guide the discussion, but do not take over the meeting. - -The facilitator does not: - -- Make decisions. -- Take sides. If the facilitator takes sides, team members might feel attacked and might stop contributing to the meeting. - - Comment on what people say, even if they are trying to give positive feedback. It may make the speaker feel validated, but it might also make the others feel worse about what they have to say or discourage them from contributing something. - -### Who Should Facilitate -Good facilitators tend to have a high level of emotional intelligence and can easily read non-verbal cues to understand how people are feeling. They use this sense to cultivate an environment where everyone is comfortable speaking. Agile coaches and project managers are often skilled facilitators. At PagerDuty, we have a guild of confident facilitators who coach individuals interested in learning how to facilitate. When searching for individuals in your organization to help facilitate postmortem meetings, look for people with these core competencies: - -- Can read non-verbal cues to assess how people are feeling in the room and spot who might have something to say. -- Can paraphrases what is said to clarify for self and others. -- Can ask open questions to stimulate deeper thinking. -- Is comfortable interrupting when discussion gets off track or when someone dominates the discussion. -- Can redirect conversation to focus on goals. -- Can keep track of time and give time reminders. -- Can drive discussion to decision-making and action items. - -Postmortem meeting facilitators do not need to be experts in the affected systems. Facilitators do not need to be well-versed in the content of the discussion. Remember, the facilitator does not contribute their own opinions to the discussion, but works to get others to speak. The meeting attendees that were involved with the incident response are the experts on the incident, and the facilitator will ask the right questions to encourage those experts to share information with the group. - -Your facilitator should, however, be familiar with the postmortem process and the goals of the postmortem meeting so they can guide the group discussion to achieve those goals. Postmortem meeting facilitators must have a strong understanding of [blamelessness](culture/blameless.md) so they can help the group avoid blaming speech in the meeting. - -## Facilitation Tips -The postmortem meeting facilitator helps the team dig deeper into their analysis, [avoid blame](culture/blameless.md), and get buy-in for their action items. Common challenges for the postmortem meeting are being overly focused on the written postmortem and succumbing to the tendency to blame individuals for system failure. Below are tips on how to run effective postmortem meetings and how to handle awkward situations when they arise. - -**Housekeeping** - -- Set ground rules at the beginning of the meeting. - - Set the expectation that everyone should speak but no-one should hog the conversation. - - Remind the group that we practice blameless postmortems. -- Establish a safe word for when the conversation gets off track. - - If a team member notices the conversation is getting off-topic they can say the safe word and have the team re-evaluate the usefulness of the discussion. At PagerDuty, some teams use the acronym ELMO which stands for "Enough, let's move on." This takes pressure off the facilitator alone to interrupt when discussion gets off-topic. -- Share the agenda so the team is clear on what is on- and off-topic. -- Use a timer to timebox. - - You can timebox each agenda item. Presenting a timer makes everyone aware of the time limit and reduces the need for the facilitator to interrupt for time. -- Present the postmortem document from your laptop onto the TV so everyone can see. - -[**How to avoid blame:**](culture/blameless.md) - -- Remind the team at the start of the meeting and/or when blame occurs during the meeting that we have agreed to practice blameless postmortems and call each other out when blame occurs. -- Look out for and avoid "who" or "why" questions, which limit analysis and imply blame. Instead ask "what" and "how" questions, such as: - - "What did you think was happening?" - - "What did you do next?" - - "How did that action make sense at the time?" -- When inquiring about a human action, abstract to an non-specific responder. Remind the team anyone could have made the same mistake. - - "What could have led any responder to take that action?" - -**What to do when the conversation is getting off-topic:** - -- The facilitator's job is to keep the team on track and will need to interrupt to remind the team of the meeting goals by asking if it is valuable to continue with a topic or if it can be taken offline. - - "Sorry to interrupt, but this topic seems unrelated to the goals of this meeting, do we want to go back to the original topic or continue with this discussion?" -- Timebox agenda items. Once the time is done they can vote if they want to keep talking for another few minutes. - -**What to do when one person is dominating the meeting:** - -- Say upfront that participation from everyone is important. Explain the facilitator's responsibilities so they won't be offended if they are asked to stop talking or speak up. Pay attention to how much people are talking throughout the meeting. -- "I wasn't able to hear what the first person was saying." -- Act as a mediator and call out when people are getting interrupted: "Hold that thought – I want to make sure Shari has a chance to finish" - -**If a team member has not said anything, how do you get them to contribute:** - -- "Let's go around the room and hear from everyone" -- "What's stood out for you so far?" -- "What else might we need to consider?" - -**How to stimulate analysis:** - -- Ask open questions, no questions that can be answered with "yes" or "no." -- Reference our [analysis questions](resources/analysis.md). The team may have asked themselves these questions as they were preparing the written postmortem. Asking some of these in the meeting will encourage new, collaborative thinking. + ミãƒŧãƒ†ã‚Ŗãƒŗã‚°ãŽ24時間前ãĢポ゚トãƒĸãƒŧテムドキãƒĨãƒĄãƒŗãƒˆãŽãƒĒãƒŗã‚¯ã‚’å‚åŠ č€…ãĢ送äŋĄã—ãĻください。ポ゚トãƒĸãƒŧãƒ†ãƒ ã¯å‚åŠ č€…ãĢ送äŋĄã•ã‚Œã‚‹æ™‚į‚šã§åŽŒæˆã—ãĻいるåŋ…čĻã¯ã‚ã‚Šãžã›ã‚“ãŒã€ãƒã‚šãƒˆãƒĸãƒŧテムミãƒŧãƒ†ã‚Ŗãƒŗã‚°ãŽé–‹å‚ŦぞでãĢåŽŒæˆã•ã›ãžã—ã‚‡ã†ã€‚å‚åŠ č€…ãŒæ–‡æ›¸ã‚’čĒ­ãŋ始められるようãĢ、不厌全ãĒポ゚トãƒĸãƒŧテムでもäē‹å‰ãĢå…ąæœ‰ã—ãĻãŠãäžĄå€¤ãŒã‚ã‚Šãžã™ã€‚ + + これãĢより、ミãƒŧãƒ†ã‚Ŗãƒŗã‚°ã§å˜ãĢ文書をčĒ­ãŋ上げるためãĢæ™‚é–“ã‚’į„Ąé§„ãĢすることをéŋけられぞす。ミãƒŧãƒ†ã‚Ŗãƒŗã‚°ãŽį›Žįš„ã¯ã€ã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆãŽåŽŸå› ã¨å°†æĨãã‚Œã‚’é˜˛ãæ–šæŗ•ãĢついãĻæˇąã„äŧščŠąã‚’ã™ã‚‹ã“ã¨ã§ã‚ã‚Šã€æ–‡æ›¸ã‚’ãƒŦビãƒĨãƒŧすることではãĒいことをčĻšãˆãĻおいãĻください。ポ゚トãƒĸãƒŧテムミãƒŧãƒ†ã‚Ŗãƒŗã‚°ã¯ã€äŊ•がčĩˇã“ãŖãŸãŽã‹ã€ãã—ãĻãã‚ŒãŒå†ãŗčĩˇã“ã‚‹ãŽã‚’é˜˛ããŸã‚ãĢチãƒŧムでäŊ•をするかãĢé–ĸã™ã‚‹į–‘å•į‚šã‚’æ˜Žã‚‰ã‹ãĢする抟äŧšã§ã‚‚ã‚ã‚Šãžã™ã€‚å…¨å“ĄãŒåŒã˜čĒč­˜ã‚’æŒãĻã‚‹ã‚ˆã†ã€å‚åŠ č€…ãĢあらゆるčŗĒ問をäŋƒã—ã€åˆ†æžã‚’é€˛ã‚ã‚‹ä¸Šã§ãƒãƒŧムが新しいčĻ–į‚šã‹ã‚‰č€ƒãˆã‚‰ã‚Œã‚‹ã‚ˆã†ãĢしぞしょう。 + +## ã‚ĸã‚¸ã‚§ãƒŗãƒ€ +ミãƒŧãƒ†ã‚Ŗãƒŗã‚°ãŽã‚ĩãƒŗãƒ—ãƒĢã‚ĸã‚¸ã‚§ãƒŗãƒ€ã¯äģĨ下ぎ通りですīŧš + +1. **ポ゚トãƒĸãƒŧテム担åŊ“者**ãŒã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆãŽåŽŸå› ã¨ã‚ŋã‚¤ãƒ ãƒŠã‚¤ãƒŗã‚’čĻį´„ã—ãžã™ã€‚**ãƒ•ã‚Ąã‚ˇãƒĒテãƒŧã‚ŋãƒŧ**ãŒč­°čĢ–ã‚’ãƒĒãƒŧドしぞすīŧš + - ã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆãĢつãĒãŒãŖãŸã‚ˆã‚Šå¤§ããĒæ–‡åŒ–įš„ãƒģæ§‹é€ įš„čĻå› ã¯äŊ•でしたかīŧŸ**おぎようãĢしãĻここãĢč‡ŗãŖãŸãŽã§ã—ã‚‡ã†ã‹īŧŸ** +1. **ポ゚トãƒĸãƒŧテム担åŊ“者**ãŒææĄˆã•ã‚ŒãŸãƒ•ã‚Šãƒ­ãƒŧã‚ĸップã‚ĸã‚¯ã‚ˇãƒ§ãƒŗã‚ĸイテムをčĻį´„ã—ãžã™ã€‚**ãƒ•ã‚Ąã‚ˇãƒĒテãƒŧã‚ŋãƒŧ**ãŒč­°čĢ–ã‚’ãƒĒãƒŧドしぞすīŧš + - ã“ãŽč¨ˆį”ģãŒã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆãŽå†į™ēぎ可čƒŊ性を減らすことãĢ、チãƒŧムは**č‡ĒäŋĄ**を持ãĻぞすかīŧŸ + - **おぎようãĒčŋŊåŠ ãžãŸã¯į•°ãĒるäŊœæĨ­ãŒåŋ…čρãĒ可čƒŊ性がありぞすかīŧŸ** + - チãƒŧムãƒĒãƒŧダãƒŧã‚ˇãƒƒãƒ—īŧˆã‚¨ãƒŗã‚¸ãƒ‹ã‚ĸãƒĒãƒŗã‚°ãƒžãƒãƒŧã‚¸ãƒŖãƒŧ、プロダクトマネãƒŧã‚¸ãƒŖãƒŧ、テックãƒĒãƒŧドãĒおīŧ‰ã¯ã“れらぎã‚ĸã‚¯ã‚ˇãƒ§ãƒŗã‚ĸイテムをå„Ē先することを**į´„æŸ**しぞすかīŧŸ +1. **ã‚Ģ゚ã‚ŋマãƒŧãƒĒã‚¨ã‚žãƒŗ**ãŒéĄ§åŽĸへぎåŊąéŸŋをčĻį´„ã—ãžã™ã€‚ + - ã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆãĢå¯žã™ã‚‹éĄ§åŽĸぎ反åŋœãĢついãĻ、新たãĒã‚ŗãƒŗãƒ†ã‚­ã‚šãƒˆã‚’æäž›ã—ãžã™ã€‚ + - ポ゚トãƒĸãƒŧテムでčĩˇč‰ã•ã‚ŒãŸå¤–éƒ¨ã‚ŗãƒŸãƒĨãƒ‹ã‚ąãƒŧã‚ˇãƒ§ãƒŗå†…åŽšã‚’ãƒŦビãƒĨãƒŧし、æ‰ŋčĒã—ãžã™ã€‚ + +## å‚åŠ č€… +ポ゚トãƒĸãƒŧテム担åŊ“č€…ã¯ã€ãƒã‚šãƒˆãƒĸãƒŧテムミãƒŧãƒ†ã‚Ŗãƒŗã‚°ãĢäģĨ下ぎäēē々を招垅しぞす。äģĨ下は、各č‡ĒãŒč­°čĢ–ã§æžœãŸã™åŊšå‰˛ãĢついãĻãŽčŠŗį´°ã§ã™ã€‚ + +- åŋ…須参加 + - [ã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆã‚ŗãƒžãƒŗãƒ€ãƒŧ](https://response.pagetduty.co.jp/training/incident_commander/)。 + - ã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆã‚ŗãƒžãƒŗãƒ€ãƒŧは寞åŋœãŽčĒŋ整を担åŊ“しぞす。ポ゚トãƒĸãƒŧテムミãƒŧãƒ†ã‚Ŗãƒŗã‚°ã§ã¯ã€ã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆã‚ŗãƒžãƒŗãƒ€ãƒŧã¯ã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆå¯žåŋœãŽå–りįĩ„ãŋとプロã‚ģ゚攚善ãĢついãĻ貴重ãĒãƒ•ã‚Ŗãƒŧドバックを提䞛できぞす。 + - ã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆã‚ŗãƒžãƒŗãƒ€ãƒŧãŽã‚ˇãƒŖãƒ‰ãƒŧã‚¤ãƒŗã‚°ã‚’ã—ãĻいたäēēīŧˆã„た場合īŧ‰ã€‚ + - こぎäēēは[æ›¸č¨˜åŽ˜](https://response.pagetduty.co.jp/training/scribe/)ぞたは[副指揎厘](https://response.pagetduty.co.jp/training/deputy/)を務めた可čƒŊ性がありぞす。副指揎厘は、åŋ…čρãĒ寞åŋœč€…ã‚’ã‚ŗãƒŧãƒĢãĢčŋŊåŠ ã—ã€ã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆå¯žåŋœã‚ŗãƒŧãƒĢ外ぎ内部゚テãƒŧクホãƒĢダãƒŧを更新するč˛Ŧäģģがありぞす。副指揎厘は寞åŋœãŽå–りįĩ„ãŋã¨ã€ã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆå¯žåŋœä¸­ãĢčŋŊ加された寞åŋœč€…や゚テãƒŧクホãƒĢダãƒŧã¨ãŽã‚ŗãƒŸãƒĨãƒ‹ã‚ąãƒŧã‚ˇãƒ§ãƒŗãĢé–ĸã—ã€ã‚„ã‚Šã‚„ã™ã‹ãŖãŸéĸã‚„é›Ŗã—ã‹ãŖãŸéĸãĢついãĻ貴重ãĒãƒ•ã‚Ŗãƒŧドバックを提䞛できぞす。 + - ã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆãĢé–ĸã‚ãŖãŸ[ã‚ĩãƒŧビ゚ã‚Ēãƒŧナãƒŧ](https://response.pagetduty.co.jp/training/subject_matter_expert/)とäģ–ぎä¸ģčρãĒã‚¨ãƒŗã‚¸ãƒ‹ã‚ĸ。 + - ã‚Ēãƒŗã‚ŗãƒŧãƒĢぎã‚ĩãƒŧビ゚ã‚Ēãƒŧナãƒŧã¨ã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆãĢ寞åŋœã—たäģ–ãŽã‚¨ãƒŗã‚¸ãƒ‹ã‚ĸは、åŊąéŸŋを受けたã‚ĩãƒŧビ゚ぎ専門åŽļです。ポ゚トãƒĸãƒŧテムミãƒŧãƒ†ã‚Ŗãƒŗã‚°ã§ã¯ã€ã‚ˇã‚šãƒ†ãƒ ãŒãŠãŽã‚ˆã†ãĢæ§‹į¯‰ã•ã‚ŒãŸã‹ãĢついãĻãŽæ­´å˛įš„ã‚ŗãƒŗãƒ†ã‚­ã‚šãƒˆã€ã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆãĢč‡ŗã‚‹ãžã§ãŽãƒãƒŧムでčĩˇããĻいたことãĢついãĻãŽæ–‡åŒ–įš„ã‚ŗãƒŗãƒ†ã‚­ã‚šãƒˆã€ãã—ãĻã“ãŽã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆãŽå†į™ēぎ可čƒŊ性を減らすためãĢおぎようãĒäŊœæĨ­ãŒåŋ…čĻã‹ãĢついãĻãŽææĄˆã‚’æäž›ã§ããžã™ã€‚ + - į”Ÿį”Ŗįš„ãĒポ゚トãƒĸãƒŧãƒ†ãƒ ãŽč­°čĢ–ãĢは、チãƒŧãƒ ãŒæ‰€æœ‰ã™ã‚‹ã‚ˇã‚šãƒ†ãƒ ãŽéƒ¨åˆ†ãĢついãĻæˇąã„įŸĨč­˜ã‚’æŒã¤ã‚¨ãƒŗã‚¸ãƒ‹ã‚ĸがåĢãžã‚Œãžã™ã€‚ã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆãĢ寞åŋœã—ãŸã‚¨ãƒŗã‚¸ãƒ‹ã‚ĸが新しいチãƒŧãƒ ãƒĄãƒŗãƒãƒŧである場合は、同じチãƒŧムぎよりįĩŒé¨“čąŠå¯ŒãĒã‚¨ãƒŗã‚¸ãƒ‹ã‚ĸãĢポ゚トãƒĸãƒŧテムミãƒŧãƒ†ã‚Ŗãƒŗã‚°ã¸å‚åŠ ã—ãĻã‚‚ã‚‰ã†ã¨åŠšæžœįš„ã§ã™ã€‚ + - åŊąéŸŋã‚’å—ã‘ãŸã‚ˇã‚šãƒ†ãƒ ãŽã‚¨ãƒŗã‚¸ãƒ‹ã‚ĸãƒĒãƒŗã‚°ãƒžãƒãƒŧã‚¸ãƒŖãƒŧ。 + - ã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆãĢ寞åŋœã—たチãƒŧムを担åŊ“するマネãƒŧã‚¸ãƒŖãƒŧは、゚ã‚ŋッフ配įŊŽã¨æŠ€čĄ“æŠ•čŗ‡ãŽæąē厚ãĢæƒ…å ąã‚’æäž›ã™ã‚‹ãŸã‚ãĢポ゚トãƒĸãƒŧテムミãƒŧãƒ†ã‚Ŗãƒŗã‚°ãĢ参加しぞす。 + - åŊąéŸŋã‚’å—ã‘ãŸã‚ˇã‚šãƒ†ãƒ ãŽãƒ—ãƒ­ãƒ€ã‚¯ãƒˆãƒžãƒãƒŧã‚¸ãƒŖãƒŧ。 + - プロダクトマネãƒŧã‚¸ãƒŖãƒŧã¯ã€ã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆãŒéĄ§åŽĸäŊ“験ãĢ与えるåŊąéŸŋã‚’į†č§Ŗã™ã‚‹ãŸã‚ãĢポ゚トãƒĸãƒŧテムミãƒŧãƒ†ã‚Ŗãƒŗã‚°ãĢ参加しぞす。ポ゚トãƒĸãƒŧテムぎã‚ĸã‚¯ã‚ˇãƒ§ãƒŗã‚ĸイテムをå„Ē先し厌äē†ã™ã‚‹ãŸã‚ãĢã¯ã€ææĄˆã•ã‚ŒãŸãƒ•ã‚Šãƒ­ãƒŧã‚ĸップã‚ŋ゚クぎ重čĻæ€§ã¨į¯„å›˛ãĢついãĻãŽã“ãŽč­°čĢ–ãĢプロダクトマネãƒŧã‚¸ãƒŖãƒŧをé–ĸ与させることが重čĻã§ã™ã€‚ +- äģģæ„å‚加īŧˆSev-1ã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆãŽãŋīŧ‰ + - [ã‚Ģ゚ã‚ŋマãƒŧãƒĒã‚¨ã‚žãƒŗ](https://response.pagetduty.co.jp/training/customer_liaison/)。 + - ã‚Ģ゚ã‚ŋマãƒŧãƒĒã‚¨ã‚žãƒŗã¯ã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆãĢå¯žã™ã‚‹éĄ§åŽĸぎ反åŋœãĢついãĻčŠąã™ã“ã¨ãŒã§ããžã™ã€‚åŊŧã‚‰ã¯å¤–éƒ¨ãƒĄãƒƒã‚ģãƒŧジを最įĩ‚化しãĻ送äŋĄã§ãã‚‹ã‚ˆã†ãĢ、ã‚ĸã‚¯ã‚ˇãƒ§ãƒŗã‚ĸイテムãĢé–ĸするチãƒŧムぎæąēåŽšã‚’į†č§Ŗã™ã‚‹åŋ…čĻãŒã‚ã‚Šãžã™ã€‚ + +## ãƒ•ã‚Ąã‚ˇãƒĒテãƒŧã‚ˇãƒ§ãƒŗ +### ãƒ•ã‚Ąã‚ˇãƒĒテãƒŧã‚ˇãƒ§ãƒŗã¨ã¯ +ポ゚トãƒĸãƒŧテムミãƒŧãƒ†ã‚Ŗãƒŗã‚°ãĢãŠã‘ã‚‹ãƒ•ã‚Ąã‚ˇãƒĒテãƒŧã‚ŋãƒŧぎåŊšå‰˛ã¯ã€äģ–ãŽå‚åŠ č€…ã¨ã¯į•°ãĒã‚Šãžã™ã€‚ãƒ•ã‚Ąã‚ˇãƒĒテãƒŧã‚ŋãƒŧはミãƒŧãƒ†ã‚Ŗãƒŗã‚°ã§č‡Ē分ぎã‚ĸイデã‚ĸã‚’čĄ¨æ˜Žã›ãšã€äģŖã‚ã‚ŠãĢグãƒĢãƒŧプがį™ēč¨€ã—ã€č­°čĢ–ã‚’čģŒé“ãĢ䚗せるようäŋƒã—ぞす。ポ゚トãƒĸãƒŧテム担åŊ“č€…ã€ã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆã‚ŗãƒžãƒŗãƒ€ãƒŧã€ãžãŸã¯ã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆä¸­ãĢįŠæĨĩįš„ãĒåŊšå‰˛ã‚’果たしたäģ–ぎミãƒŧãƒ†ã‚Ŗãƒŗã‚°å‚åŠ č€…ã¯ã€č­°čĢ–ãĢč˛ĸįŒŽã™ã‚‹åŋ…čĻãŒã‚ã‚Šã€ãƒ•ã‚Ąã‚ˇãƒĒテãƒŧã‚ˇãƒ§ãƒŗãŽč˛Ŧäģģã‚‚č˛ ã†ãšãã§ã¯ã‚ã‚Šãžã›ã‚“ã€‚ + +ãƒ•ã‚Ąã‚ˇãƒĒテãƒŧã‚ŋãƒŧãŒčĄŒã†ã“ã¨īŧš + +- äēē々がį™ēč¨€ã™ã‚‹ã‚ˆã†äŋƒã—ã€å…¨å“ĄãŽåŖ°ãĢč€ŗãŒå‚žã‘ã‚‰ã‚Œã‚‹ã‚ˆã†ãĢしぞす。 +- 洞察を明įĸēãĢし、チãƒŧムãĢčŗĒ問を投げかけぞす。 +- チãƒŧãƒ ãŒį•°ãĒるčĻ–į‚šã¨į•°ãĒる選択č‚ĸãĢį›Žã‚’å‘ã‘ã‚‰ã‚Œã‚‹ã‚ˆã†äŋƒã—ぞす。 +- å…¨å“ĄãŒæ™‚é–“é€šã‚ŠãĢč­°čĢ–ã‚’é€˛ã‚ã€čģŒé“ãĢ䚗るようãĢã—ãžã™ã€‚čŠąãŽč„ąįˇšã‚’é˜˛ãŽã€į‰šåŽšãŽäēē々がミãƒŧãƒ†ã‚Ŗãƒŗã‚°å…¨äŊ“を支配するぎをæ­ĸめぞす。 +- できるだけ少ãĒãčŠąã—ãžã™ã€‚č­°čĢ–ã‚’å°Žãã“ã¨ã‚’åŋĩé ­ãĢおきãĒがら、ミãƒŧãƒ†ã‚Ŗãƒŗã‚°ã‚’äš—ãŖå–ã‚‰ãĒいようãĢæŗ¨æ„ã—ãĻください。 + +ãƒ•ã‚Ąã‚ˇãƒĒテãƒŧã‚ŋãƒŧãŒčĄŒã‚ãĒいことīŧš + +- æąē厚を下すこと。 +- čĒ°ã‹ãŽč‚Šã‚’æŒã¤ã“ã¨ã€‚ãƒ•ã‚Ąã‚ˇãƒĒテãƒŧã‚ŋãƒŧãŒį‰šåŽšãŽå´ãĢつくと、チãƒŧãƒ ãƒĄãƒŗãƒãƒŧはæ”ģ撃されãĻいると感じ、ミãƒŧãƒ†ã‚Ŗãƒŗã‚°ã¸ãŽč˛ĸįŒŽã‚’ã‚„ã‚ã‚‹ã‹ã‚‚ã—ã‚Œãžã›ã‚“ã€‚ + - äēēã€…ãŒč¨€ã†ã“ã¨ãĢã‚ŗãƒĄãƒŗãƒˆã™ã‚‹ãŽã¯ã€ãŸã¨ãˆãã‚ŒãŒč‚¯åŽšįš„ãĒãƒ•ã‚Ŗãƒŧãƒ‰ãƒãƒƒã‚¯ã‚’ä¸Žãˆã‚‹æ„å›ŗã ãŖãŸã¨ã—ãĻもéŋã‘ãžã—ã‚‡ã†ã€‚čŠąč€…č‡ĒčēĢã¯č‚¯åŽšæ„Ÿã‚’æ„Ÿã˜ã‚‹ã‹ã‚‚ã—ã‚Œãžã›ã‚“ãŒã€äģ–ぎäēēからするとč‡Ēåˆ†ãŒã“ã‚Œã‹ã‚‰č¨€ãŠã†ã¨ã™ã‚‹ã“ã¨ãĢついãĻæ‚Ēく感じたり、č˛ĸįŒŽã™ã‚‹ã“ã¨ã‚’æ€ã„ã¨ãŠãžãŖãŸã‚Šã™ã‚‹ã“ã¨ãĢつãĒがるかもしれぞせん。 + +### čĒ°ãŒãƒ•ã‚Ąã‚ˇãƒĒテãƒŧトすずきか +å„Ēã‚ŒãŸãƒ•ã‚Ąã‚ˇãƒĒテãƒŧã‚ŋãƒŧは通常、é̘åēĻãĒæ„Ÿæƒ…įš„įŸĨæ€§ã‚’æŒãĄã€äēē々がおぎようãĢ感じãĻã„ã‚‹ã‹ã‚’į†č§Ŗã™ã‚‹ãŸã‚ãĢ非言čĒžįš„ãĒ手がかりを厚易ãĢčĒ­ãŋ取ることができぞす。åŊŧらはこぎ感čĻšã‚’äŊŋãŖãĻ、čĒ°ã‚‚ãŒčŠąã—ã‚„ã™ã„į’°åĸƒã‚’育ãŋぞす。ã‚ĸã‚¸ãƒŖã‚¤ãƒĢã‚ŗãƒŧチやプロジェクトマネãƒŧã‚¸ãƒŖãƒŧã¯ã—ã°ã—ã°į†Ÿįˇ´ã—ãŸãƒ•ã‚Ąã‚ˇãƒĒテãƒŧã‚ŋãƒŧです。PagerDutyã§ã¯ã€ãƒ•ã‚Ąã‚ˇãƒĒテãƒŧã‚ˇãƒ§ãƒŗãŽå­Ļįŋ’ãĢčˆˆå‘ŗãŽã‚ã‚‹å€‹äēēã‚’ã‚ŗãƒŧチするč‡ĒäŋĄãŽã‚ã‚‹ãƒ•ã‚Ąã‚ˇãƒĒテãƒŧã‚ŋãƒŧぎゎãƒĢドがありぞす。įĩ„įš”å†…ã§ãƒã‚šãƒˆãƒĸãƒŧテムミãƒŧãƒ†ã‚Ŗãƒŗã‚°ãŽãƒ•ã‚Ąã‚ˇãƒĒテãƒŧトを手äŧã†å€‹äēēをæŽĸす際ãĢã¯ã€ã“ã‚Œã‚‰ãŽã‚ŗã‚ĸã‚ŗãƒŗãƒ”ãƒ†ãƒŗã‚ˇãƒŧを持つäēēをæŽĸしãĻくださいīŧš + +- éƒ¨åą‹ãŽä¸­ã§äēē々がおぎようãĢ感じãĻいるかをčĻ‹åŽšã‚ã€éžč¨€čĒžįš„ãĒ手がかりをčĒ­ãŋå–ãŖãĻč¨€ã„ãŸã„ã“ã¨ãŒã‚ã‚‹äēēをčĻ‹ã¤ã‘ã‚‹ã“ã¨ãŒã§ãã‚‹ã€‚ +- č‡Ē分č‡ĒčēĢとäģ–ぎäēēぎため、į™ēč¨€å†…åŽšãŒæ˜ŽįĸēãĢãĒるようãĢč¨€ã„æ›ãˆã‚‹ã“ã¨ãŒã§ãã‚‹ã€‚ +- ã‚ˆã‚Šæˇąã„æ€č€ƒã‚’åˆēæŋ€ã™ã‚‹ãŸã‚ãĢ、ã‚Ēãƒŧãƒ—ãƒŗãĒčŗĒ問をすることができる。 +- č­°čĢ–ãŒč„ąįˇšã—ãŸã¨ãã€ãžãŸã¯čĒ°ã‹ãŒč­°čĢ–ã‚’æ”¯é…ã™ã‚‹ã¨ããĢ中断することãĢæ…Ŗã‚ŒãĻいる。 +- äŧščŠąãŒį›Žæ¨™ãĢå‘ã‹ãŖãĻいくようãĢ斚向čģĸ換することができる。 +- 時間をčŋŊčˇĄã—ã€æ™‚é–“ãŽé€šįŸĨを与えることができる。 +- č­°čĢ–ã‚’å°Žãã€æ„æ€æąē厚とã‚ĸã‚¯ã‚ˇãƒ§ãƒŗã‚ĸã‚¤ãƒ†ãƒ ã¸įš‹ã’ã‚‹ã“ã¨ãŒã§ãã‚‹ã€‚ + +ポ゚トãƒĸãƒŧテムミãƒŧãƒ†ã‚Ŗãƒŗã‚°ãŽãƒ•ã‚Ąã‚ˇãƒĒテãƒŧã‚ŋãƒŧは、åŊąéŸŋã‚’å—ã‘ãŸã‚ˇã‚šãƒ†ãƒ ãŽå°‚é–€åŽļであるåŋ…čĻã¯ã‚ã‚Šãžã›ã‚“ã€‚ãƒ•ã‚Ąã‚ˇãƒĒテãƒŧã‚ŋãƒŧã¯č­°čĢ–ãŽå†…åŽšãĢį˛žé€šã—ãĻいるåŋ…čĻã¯ã‚ã‚Šãžã›ã‚“ã€‚ãƒ•ã‚Ąã‚ˇãƒĒテãƒŧã‚ŋãƒŧã¯č­°čĢ–ãĢč‡Ē分ぎ意čĻ‹ã‚’č˛ĸįŒŽã™ã‚‹ãŽã§ã¯ãĒく、äģ–ぎäēēãŒčŠąã™ã‚ˆã†äŋƒã™ã“とをåŋ˜ã‚ŒãĒã„ã§ãã ã•ã„ã€‚ã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆå¯žåŋœãĢé–ĸã‚ãŖãŸãƒŸãƒŧãƒ†ã‚Ŗãƒŗã‚°å‚åŠ č€…ãŒã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆãŽå°‚é–€åŽļã§ã‚ã‚Šã€ãƒ•ã‚Ąã‚ˇãƒĒテãƒŧã‚ŋãƒŧはそれらぎ専門åŽļがグãƒĢãƒŧãƒ—ã¨æƒ…å ąã‚’å…ąæœ‰ã™ã‚‹ã‚ˆã†äŋƒã™čŗĒ問をしぞす。 + +ã—ã‹ã—ã€ãƒ•ã‚Ąã‚ˇãƒĒテãƒŧã‚ŋãƒŧはポ゚トãƒĸãƒŧテムプロã‚ģ゚とポ゚トãƒĸãƒŧテムミãƒŧãƒ†ã‚Ŗãƒŗã‚°ãŽį›Žæ¨™ãĢį˛žé€šã—ãĻいるずきで、それãĢよりグãƒĢãƒŧãƒ—č­°čĢ–ã‚’ãã‚Œã‚‰ãŽį›Žæ¨™é”æˆãĢ導くことができぞす。ポ゚トãƒĸãƒŧテムミãƒŧãƒ†ã‚Ŗãƒŗã‚°ãŽãƒ•ã‚Ąã‚ˇãƒĒテãƒŧã‚ŋãƒŧは、[éžé›ŖãŽãĒいことīŧˆãƒ–ãƒŦãƒŧムãƒŦ゚īŧ‰](culture/blameless.md)ãĢついãĻã—ãŖã‹ã‚Šã—ãŸį†č§Ŗã‚’æŒãŖãĻいるåŋ…čĻãŒã‚ã‚Šã€ã‚°ãƒĢãƒŧプがミãƒŧãƒ†ã‚Ŗãƒŗã‚°ã§éžé›ŖãŽč¨€č‘‰ã‚’éŋけられるようãĢしぞす。 + +## ãƒ•ã‚Ąã‚ˇãƒĒテãƒŧã‚ˇãƒ§ãƒŗãŽãƒ’ãƒŗãƒˆ +ポ゚トãƒĸãƒŧテムミãƒŧãƒ†ã‚Ŗãƒŗã‚°ãŽãƒ•ã‚Ąã‚ˇãƒĒテãƒŧã‚ŋãƒŧは、チãƒŧãƒ ãŒåˆ†æžã‚’ã‚ˆã‚ŠæˇąãæŽ˜ã‚Šä¸‹ã’ã€[éžé›Ŗã‚’éŋけ](culture/blameless.md)ãĒがら、ã‚ĸã‚¯ã‚ˇãƒ§ãƒŗã‚ĸã‚¤ãƒ†ãƒ ã¸ãŽčŗ›åŒã‚’åž—ã‚‰ã‚Œã‚‹ã‚ˆã†ãĢしぞす。ポ゚トãƒĸãƒŧテムミãƒŧãƒ†ã‚Ŗãƒŗã‚°ãŽä¸€čˆŦįš„ãĒčĒ˛éĄŒã¯ã€æ–‡æ›¸åŒ–ã•ã‚ŒãŸãƒã‚šãƒˆãƒĸãƒŧテムãĢ過åēĻãĢį„Ļį‚šã‚’åŊ“ãĻã‚‹ã“ã¨ã¨ã€ã‚ˇã‚šãƒ†ãƒ éšœåŽŗãŽč˛Ŧäģģを個äēēãĢ帰する傞向ãĢåąˆã™ã‚‹ã“ã¨ã§ã™ã€‚äģĨä¸‹ã¯ã€åŠšæžœįš„ãĒポ゚トãƒĸãƒŧテムミãƒŧãƒ†ã‚Ŗãƒŗã‚°ã‚’åŽŸæ–Ŋã™ã‚‹æ–šæŗ•ã¨ã€į™ēį”Ÿã—ãŸå ´åˆãŽåŽ„äģ‹ãĒįŠļæŗãŽå¯žå‡Ļæ–šæŗ•ãĢé–ĸã™ã‚‹ãƒ’ãƒŗãƒˆã§ã™ã€‚ + +**æē–å‚™äē‹é …** + +- ミãƒŧãƒ†ã‚Ŗãƒŗã‚°ãŽå†’é ­ã§ãƒĢãƒŧãƒĢã‚’č¨­åŽšã—ãžã™ã€‚ + - å…¨å“ĄãŒį™ēč¨€ã™ãšãã ãŒã€čĒ°ã‚‚äŧščŠąã‚’į‹Ŧ占すずきではãĒã„ã¨ã„ã†æœŸåž…å€¤ã‚’č¨­åŽšã—ãžã™ã€‚ + - ブãƒŦãƒŧムãƒŦ゚ãĒポ゚トãƒĸãƒŧテムを原čˇĩしãĻいることを、攚めãĻグãƒĢãƒŧプãĢčĒč­˜ã—ãĻもらいぞす。 +- äŧščŠąãŒč„ąįˇšã—ãŸå ´åˆãŽã‚ģãƒŧフワãƒŧドをįĸēįĢ‹ã—ãžã™ã€‚ + - チãƒŧãƒ ãƒĄãƒŗãƒãƒŧがäŧščŠąãŒãƒˆãƒ”ãƒƒã‚¯ã‹ã‚‰å¤–ã‚ŒãĻいることãĢ気ãĨいた場合、ã‚ģãƒŧフワãƒŧãƒ‰ã‚’č¨€ãŖãĻ、チãƒŧムãĢč­°čĢ–ãŽæœ‰į”¨æ€§ã‚’å†čŠ•äžĄã•ã›ã‚‹ã“ã¨ãŒã§ããžã™ã€‚PagerDutyでは、一部ぎチãƒŧムは「ELMO」という頭字čĒžã‚’äŊŋį”¨ã—ãĻいぞす。これは「Enough, let's move onīŧˆååˆ†ã§ã™ã€æŦĄãĢ進ãŋぞしょうīŧ‰ã€ã‚’æ„å‘ŗã—ãžã™ã€‚ã“ã‚ŒãĢã‚ˆã‚Šã€č­°čĢ–ãŒãƒˆãƒ”ãƒƒã‚¯ã‹ã‚‰å¤–ã‚ŒãŸã¨ããĢ中断するプãƒŦãƒƒã‚ˇãƒŖãƒŧã‚’ãƒ•ã‚Ąã‚ˇãƒĒテãƒŧã‚ŋãƒŧã ã‘ãŒč˛ ã†åŋ…čĻãŒãĒくãĒりぞす。 +- ã‚ĸã‚¸ã‚§ãƒŗãƒ€ã‚’å…ąæœ‰ã—ãĻ、チãƒŧムがäŊ•がトピックãĢåĢぞれ、äŊ•がåĢぞれãĒいかを明įĸēãĢしぞす。 +- ã‚ŋイマãƒŧをäŊŋį”¨ã—ãĻ時間をåˆļ限しぞす。 + - 各ã‚ĸã‚¸ã‚§ãƒŗãƒ€é …į›ŽãŽæ™‚é–“ã‚’åˆļ限できぞす。ã‚ŋイマãƒŧã‚’čĄ¨į¤ēã™ã‚‹ã“ã¨ã§ã€å…¨å“ĄãŒæ™‚é–“åˆļ限をčĒč­˜ã—ã€ãƒ•ã‚Ąã‚ˇãƒĒテãƒŧã‚ŋãƒŧが時間ぎためãĢ中断するåŋ…čĻæ€§ãŒæ¸›ã‚Šãžã™ã€‚ +- ポ゚トãƒĸãƒŧテムドキãƒĨãƒĄãƒŗãƒˆã‚’ã‚ãĒたぎナップトップからTVãĢ襨į¤ēしãĻã€å…¨å“ĄãŒčĻ‹ã‚‰ã‚Œã‚‹ã‚ˆã†ãĢしぞす。 + +[**éžé›Ŗã‚’éŋã‘ã‚‹æ–šæŗ•īŧš**](culture/blameless.md) + +- ミãƒŧãƒ†ã‚Ŗãƒŗã‚°ãŽé–‹å§‹æ™‚ã€ãŠã‚ˆãŗ/ぞたはミãƒŧãƒ†ã‚Ŗãƒŗã‚°ä¸­ãĢéžé›ŖãŒį™ēį”Ÿã—ãŸå ´åˆãĢ、ブãƒŦãƒŧムãƒŦ゚ãĒポ゚トãƒĸãƒŧテムを原čˇĩすることãĢ同意しãĻいること、そしãĻéžé›ŖãŒį™ēį”Ÿã—ãŸå ´åˆãĢおäē’いãĢ指摘することをチãƒŧムãĢ思いå‡ēしãĻもらいぞす。 +- 分析ぎ可čƒŊæ€§ã‚’į‹­ã‚ã€éžé›Ŗã‚’æš—į¤ēするようãĒ「čĒ°ãŒã€ãžãŸã¯ã€ŒãĒぜ」というčŗĒ問はéŋã‘ã‚‹ã‚ˆã†æŗ¨æ„ã—ãĻください。äģŖã‚ã‚ŠãĢ「äŊ•を」や「おぎようãĢ」というčŗĒ問をしぞすīŧš + - 「äŊ•がčĩˇããĻいると思いぞしたかīŧŸã€ + - 「æŦĄãĢäŊ•をしぞしたかīŧŸã€ + - ã€ŒããŽčĄŒå‹•ã¯ããŽæ™‚į‚šã§ãŠãŽã‚ˆã†ãĢᐆãĢかãĒãŖãĻいぞしたかīŧŸã€ +- äēēé–“ãŽčĄŒå‹•ãĢついãĻå°‹ã­ã‚‹ã¨ãã€į‰šåŽšã•ã‚ŒãĻいãĒい寞åŋœč€…ãĢæŠŊčąĄåŒ–ã—ãžã™ã€‚čĒ°ã§ã‚‚åŒã˜ãƒŸã‚šã‚’įŠ¯ã™å¯čƒŊ性があることをチãƒŧムãĢ思いå‡ēさせぞす。 + - 「おぎようãĒčρ因ãĢã‚ˆãŖãĻ寞åŋœč€…ãŒããŽčĄŒå‹•ã‚’å–ã‚‹å¯čƒŊæ€§ãŒį”Ÿã˜ãžã—ãŸã‹īŧŸã€ + +**äŧščŠąãŒãƒˆãƒ”ãƒƒã‚¯ã‹ã‚‰å¤–ã‚ŒãĻいる場合ぎ寞å‡Ļæŗ•īŧš** + +- ãƒ•ã‚Ąã‚ˇãƒĒテãƒŧã‚ŋãƒŧぎäģ•äē‹ã¯ãƒãƒŧムをčģŒé“ãĢ䚗せãĻおくことであり、トピックをįļšã‘ã‚‹ã“ã¨ãŒäžĄå€¤ãŒã‚ã‚‹ã‹ã€ãžãŸã¯ã‚Ēãƒ•ãƒŠã‚¤ãƒŗã§å–ã‚Šä¸Šã’ã‚‹ã“ã¨ãŒã§ãã‚‹ã‹ã‚’å°‹ã­ã‚‹ã“ã¨ã§ã€ãƒŸãƒŧãƒ†ã‚Ŗãƒŗã‚°ãŽį›Žæ¨™ã‚’ãƒãƒŧムãĢ思いå‡ēしãĻもらい、不遊切ãĒトピックを中断するåŋ…čĻãŒã‚ã‚Šãžã™ã€‚ + - ã€Œį”ŗã—č¨ŗã‚ã‚Šãžã›ã‚“ãŒã€ã“ãŽãƒˆãƒ”ãƒƒã‚¯ã¯ã“ãŽãƒŸãƒŧãƒ†ã‚Ŗãƒŗã‚°ãŽį›Žæ¨™ã¨é–ĸäŋ‚ãĒいようです。元ぎトピックãĢæˆģã‚Šãžã™ã‹ã€ãã‚Œã¨ã‚‚ã“ãŽč­°čĢ–ã‚’įļšã‘ぞすかīŧŸã€ +- ã‚ĸã‚¸ã‚§ãƒŗãƒ€é …į›ŽãŽæ™‚é–“ã‚’åˆļ限しぞす。時間がįĩ‚ã‚ãŖãŸã‚‰ã€ã•ã‚‰ãĢæ•°åˆ†é–“čŠąã—įļšã‘るかおうかぎ投įĨ¨ã‚’čĄŒã„ãžã™ã€‚ + +**一äēēがミãƒŧãƒ†ã‚Ŗãƒŗã‚°ã‚’æ”¯é…ã—ãĻいる場合ぎ寞å‡Ļæŗ•īŧš** + +- å…¨å“ĄãŽå‚åŠ ãŒé‡čĻã§ã‚ã‚‹ã“ã¨ã‚’æœ€åˆãĢč¨€ã„ãžã™ã€‚ãƒ•ã‚Ąã‚ˇãƒĒテãƒŧã‚ŋãƒŧぎč˛ŦäģģをčĒŦ明しãĻã€čŠąã™ãŽã‚’ã‚„ã‚ã‚‹ã‚ˆã†ãĢé ŧぞれたり、į™ēč¨€ã™ã‚‹ã‚ˆã†ãĢé ŧぞれたりしãĻã‚‚æ°—åˆ†ã‚’åŽŗã•ãĒいようãĢしぞす。ミãƒŧãƒ†ã‚Ŗãƒŗã‚°å…¨äŊ“を通しãĻ、äēēã€…ãŒãŠã‚Œã ã‘čŠąã—ãĻいるかãĢæŗ¨æ„ã‚’æ‰•ã„ãžã™ã€‚ +- 「最初ぎäēēãŒč¨€ãŖãĻã„ãŸã“ã¨ãŒčžã“ãˆãžã›ã‚“ã§ã—ãŸã€‚ã€ +- äģ˛äģ‹č€…としãĻčĄŒå‹•ã—ã€äēē々が中断されãĻいるときãĢ指摘しぞすīŧšã€ŒããŽč€ƒãˆã‚’ã„ãŖãŸã‚“äŋį•™ã—ãĻください – ShariãŒčŠąã‚’įĩ‚える抟äŧšã‚’įĸēäŋã—たいと思いぞす」 + +**チãƒŧãƒ ãƒĄãƒŗãƒãƒŧがäŊ•ã‚‚č¨€ãŖãĻいãĒい場合、おぎようãĢč˛ĸįŒŽã•ã›ã‚‹ã‹īŧš** + +- ã€Œéƒ¨åą‹ã‚’ä¸€å‘¨ã—ãĻãŋãĒã•ã‚“å…¨å“Ąã‹ã‚‰æ„čĻ‹ã‚’čžããžã—ã‚‡ã†ã€ +- ã€Œã“ã‚Œãžã§ã§į›ŽįĢ‹ãŖãŸã“ã¨ã¯äŊ•ですかīŧŸã€ +- 「äģ–ãĢč€ƒæ…Žã™ãšãã“ã¨ã¯äŊ•がありぞすかīŧŸã€ + +**分析をåˆēæŋ€ã™ã‚‹æ–šæŗ•īŧš** + +- ã‚Ēãƒŧãƒ—ãƒŗãĒčŗĒå•ã‚’ã—ãžã™ã€‚ã€Œã¯ã„ã€ãžãŸã¯ã€Œã„ã„ãˆã€ã§į­”ãˆã‚‰ã‚Œã‚‹čŗĒ問はしぞせん。 +- [分析ぎčŗĒ問](resources/analysis.md)ã‚’å‚į…§ã—ãĻください。もしかするとチãƒŧムではæ—ĸãĢ、文書化されたポ゚トãƒĸãƒŧテムをæē–備する際ãĢこれらぎčŗĒ問をč‡Ē問しãĻいるかもしれぞせん。ミãƒŧãƒ†ã‚Ŗãƒŗã‚°ã§æ”šã‚ãĻã“ãŽã†ãĄãŽã„ãã¤ã‹ãŽé …į›Žã‚’å°‹ã­ã‚‹ã“ã¨ã§ã€å”čĒŋįš„ã§æ–°ã—ã„æ€č€ƒã‚’äŋƒã—ぞしょう。 diff --git a/docs/next_steps.md b/docs/next_steps.md index 9762d00..5d8598c 100644 --- a/docs/next_steps.md +++ b/docs/next_steps.md @@ -1,63 +1,63 @@ --- cover: -description: Now that you have learned how to create a postmortem, let's take a look at how to create one in the PagerDuty application. +description: ポ゚トãƒĸãƒŧテムぎäŊœæˆæ–šæŗ•ã‚’å­Ļんだところで、PagerDutyã‚ĸプãƒĒã‚ąãƒŧã‚ˇãƒ§ãƒŗã§ãƒã‚šãƒˆãƒĸãƒŧテムをäŊœæˆã™ã‚‹æ–šæŗ•ã‚’čĻ‹ãĻãŋぞしょう。 --- ![Next Steps](assets/img/headers/Postmortems-NextSteps.png) -## Create a Report in PagerDuty +## PagerDutyでãƒŦポãƒŧトをäŊœæˆã™ã‚‹ -If you are using PagerDuty for incident management, we strongly encourage you to take advantage of our postmortems feature. This allows you to associate incidents and other data within PagerDuty with your report, which will help with timeline generation and allow you to write a more comprehensive report. Note that only non-stakeholders can create, modify, and/or delete postmortems. (For a matrix of user permissions, please see our [support page](https://support.pagerduty.com/docs/user-roles) and refer to the postmortems line items.) -### Create the Report +ã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆįŽĄį†ãĢPagerDutyをäŊŋį”¨ã—ãĻいる場合は、ポ゚トãƒĸãƒŧテム抟čƒŊをæ´ģį”¨ã™ã‚‹ã“ã¨ã‚’åŧˇããŠå‹§ã‚ã—ぞす。これãĢより、PagerDutyå†…ãŽã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆã‚„ããŽäģ–ぎデãƒŧã‚ŋをãƒŦポãƒŧトãĢé–ĸ逪äģ˜ã‘ることができ、ã‚ŋã‚¤ãƒ ãƒŠã‚¤ãƒŗãŽį”ŸæˆãĢåŊšįĢ‹ãĄã€ã‚ˆã‚ŠåŒ…æ‹Ŧįš„ãĒãƒŦポãƒŧトをäŊœæˆã™ã‚‹ã“とができぞす。StakeholderäģĨ外ぎロãƒŧãƒĢぎ斚ぎãŋがポ゚トãƒĸãƒŧテムぎäŊœæˆã€å¤‰æ›´ã€ãŠã‚ˆãŗ/ãžãŸã¯å‰Šé™¤ã‚’čĄŒãˆã‚‹ã“ã¨ãĢæŗ¨æ„ã—ãĻください。īŧˆãƒĻãƒŧã‚ļãƒŧ樊限ぎマトãƒĒック゚ãĢついãĻは、[ã‚ĩポãƒŧトペãƒŧジ](https://support.pagerduty.com/main/lang-ja/docs/user-roles)ã‚’å‚į…§ã—ã€ãƒã‚šãƒˆãƒĸãƒŧテムīŧˆPostmortemīŧ‰ãŽé …į›Žã‚’įĸēčĒã—ãĻください。īŧ‰ +### ãƒŦポãƒŧトをäŊœæˆã™ã‚‹ -To create a postmortem from an incident, you can select the (resolved) incident and click the New Postmortem Report button: +ã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆã‹ã‚‰ãƒã‚šãƒˆãƒĸãƒŧテムをäŊœæˆã™ã‚‹ãĢは、īŧˆč§Ŗæąē済ãŋぎīŧ‰ã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆã‚’選択し、「New Postmortem Report」ボã‚ŋãƒŗã‚’ã‚¯ãƒĒックしぞすīŧš ![Create a New Report Option 1](assets/img/thumbnails/NextSteps/1NewPostmortemReport.png) -Alternatively, you can create a postmortem from the catalog, by either going to Incidents -> Postmortems or directly to `yoursubdomain.pagerduty.com/postmortems`. From there, you click New Report: +ぞたは、ã‚Ģã‚ŋログからポ゚トãƒĸãƒŧテムをäŊœæˆã™ã‚‹ã“ともできぞす。「Incidents」→「Postmortems」ãĢį§ģå‹•ã™ã‚‹ã‹ã€į›´æŽĨ`yoursubdomain.pagerduty.com/postmortems`ãĢã‚ĸクã‚ģ゚しぞす。そこから「New Report」をクãƒĒックしぞすīŧš ![Create a New Report Option 2](assets/img/thumbnails/NextSteps/2NewPostmortemReport.png) -If you're creating a postmortem report from the catalog, you'll need to associate the incident after you start the report. If you include the estimated start and/or end times, the PagerDuty app will limit the possible incidents associated with that report to incidents that happened in that timeframe. +ã‚Ģã‚ŋログからポ゚トãƒĸãƒŧテムãƒŦポãƒŧトをäŊœæˆã™ã‚‹å ´åˆã¯ã€ãƒŦポãƒŧトを開始した垌ãĢã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆã‚’é–ĸ逪äģ˜ã‘ã‚‹åŋ…čĻãŒã‚ã‚Šãžã™ã€‚æŽ¨åŽšé–‹å§‹æ™‚é–“ã‚„įĩ‚ä熿™‚é–“ã‚’åĢめると、PagerDutyã‚ĸプãƒĒはそぎ時間枠内ãĢį™ēį”Ÿã—ãŸã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆãĢé–ĸé€Ŗã™ã‚‹ãƒŦポãƒŧトãĢå¯žčąĄį¯„å›˛ã‚’åˆļ限しぞす。 ![Data Sources](assets/img/thumbnails/NextSteps/3PostmortemDataSources.png) -Regardless of whether you created a report from an incident or the catalog, you can add additional incidents using the timeframe or incident number for situations where multiple incidents apply to a single report. +ã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆã‹ã‚‰ãƒŦポãƒŧトをäŊœæˆã—たか、ã‚Ģã‚ŋログからäŊœæˆã—たかãĢé–ĸã‚ã‚‰ãšã€č¤‡æ•°ãŽã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆãŒå˜ä¸€ãŽãƒŦポãƒŧトãĢéŠį”¨ã•ã‚Œã‚‹įŠļæŗã§ã¯ã€æ™‚é–“æž ãžãŸã¯ã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆį•Ēåˇã‚’äŊŋį”¨ã—ãĻčŋŊåŠ ãŽã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆã‚’čŋŊ加できぞす。 -The PagerDuty app will create a timeline to appear in the postmortem based on the in-app events: +PagerDutyã‚ĸプãƒĒは、ã‚ĸプãƒĒå†…ãŽã‚¤ãƒ™ãƒŗãƒˆãĢåŸēãĨいãĻポ゚トãƒĸãƒŧテムãĢ襨į¤ēされるã‚ŋã‚¤ãƒ ãƒŠã‚¤ãƒŗã‚’äŊœæˆã—ぞすīŧš ![Create Timeline](assets/img/thumbnails/NextSteps/4CreateTimeline.png) -If you have integrated with Slack or another data source, that information will also appear in the Available Data on the left. You can choose which items to add or remove using the arrows in the center. +Slackやそぎäģ–ぎデãƒŧã‚ŋã‚Ŋãƒŧ゚とįĩąåˆã—ãĻã„ã‚‹å ´åˆã€ããŽæƒ…å ąã‚‚åˇĻ側ぎ「Available DataīŧˆåˆŠį”¨å¯čƒŊãĒデãƒŧã‚ŋīŧ‰ã€ãĢ襨į¤ēされぞす。中夎ぎįŸĸ印をäŊŋį”¨ã—ãĻã€ãŠãŽé …į›Žã‚’čŋŊ加ぞたは削除するかを選択できぞす。 -After you've completed the timeline, you will need to write in the Analysis. This section has several subsections. Some of the default subsections are Overview, What Happened, and Resolution: +ã‚ŋã‚¤ãƒ ãƒŠã‚¤ãƒŗã‚’åŽŒäē†ã—ãŸåžŒã€åˆ†æžã‚’č¨˜å…Ĩするåŋ…čĻãŒã‚ã‚Šãžã™ã€‚ã“ãŽã‚ģã‚¯ã‚ˇãƒ§ãƒŗãĢはいくつかぎã‚ĩブã‚ģã‚¯ã‚ˇãƒ§ãƒŗãŒã‚ã‚Šãžã™ã€‚ãƒ‡ãƒ•ã‚ŠãƒĢトぎã‚ĩブã‚ģã‚¯ã‚ˇãƒ§ãƒŗãĢは「OverviewīŧˆæĻ‚čρīŧ‰ã€ã€ã€ŒWhat happenedīŧˆäŊ•がčĩˇã“ãŖãŸã‹īŧ‰ã€ã€ã€ŒResolutionīŧˆč§Ŗæąēīŧ‰ã€ãĒおがありぞすīŧš ![Postmortem Details](assets/img/thumbnails/NextSteps/5PostmortemDetail.png) -Once you have the information you would like in the report, click Save & View Report. This will save the report in the Draft state (the report will also autosave in the Draft state). The states available for the postmortem report are: Draft, In Review, Reviewed, and Closed. You can edit the status by clicking on the report from the Postmortem Catalog and using the Status drop down menu, which is located at the top of the page: +ãƒŦポãƒŧトãĢåĢã‚ãŸã„æƒ…å ąãŒæƒãŖãŸã‚‰ã€ã€ŒSave & View Report」をクãƒĒックしぞす。これãĢよりãƒŦポãƒŧトが「Draftīŧˆä¸‹æ›¸ãīŧ‰ã€įŠļ態でäŋå­˜ã•れぞすīŧˆãƒŦポãƒŧトは「Draft」įŠļ態でč‡Ē動äŋå­˜ã•れぞすīŧ‰ã€‚ポ゚トãƒĸãƒŧテムãƒŦポãƒŧãƒˆã§åˆŠį”¨å¯čƒŊãĒįŠļ態はīŧšDraftīŧˆä¸‹æ›¸ãīŧ‰ã€In ReviewīŧˆãƒŦビãƒĨãƒŧ中īŧ‰ã€ReviewedīŧˆãƒŦビãƒĨãƒŧ済ãŋīŧ‰ã€Closedīŧˆã‚¯ãƒ­ãƒŧã‚ēīŧ‰ã§ã™ã€‚ポ゚トãƒĸãƒŧテムã‚Ģã‚ŋログからãƒŦポãƒŧトをクãƒĒックし、ペãƒŧジ上部ãĢある゚テãƒŧã‚ŋ゚ドロップダã‚ĻãƒŗãƒĄãƒ‹ãƒĨãƒŧをäŊŋį”¨ã—ãĻ、゚テãƒŧã‚ŋã‚šã‚’įˇ¨é›†ã§ããžã™īŧš ![Change Postmortem Status](assets/img/thumbnails/NextSteps/6ChangePostmortemStatus.png) -## Addenda -### External Access -You can export your postmortem report to a PDF at any stage. This is primarily used if there are reviewers not in the PagerDuty app or if there is a different, centralized tool for the company for others to view the final report. To save as a PDF, simply select the report from the Postmortem Catalog and click the Save as PDF button: +## 誜čļŗ +### 外部ã‚ĸクã‚ģ゚ +ポ゚トãƒĸãƒŧテムãƒŦポãƒŧトはおぎæŽĩ階でもPDFãĢエク゚ポãƒŧトできぞす。これはä¸ģãĢ、PagerDutyã‚ĸプãƒĒãĢいãĒいãƒŦビãƒĨã‚ĸãƒŧがいる場合や、äģ–ぎäēēが最įĩ‚ãƒŦポãƒŧãƒˆã‚’é–˛čĻ§ã™ã‚‹ãŸã‚ãŽäŧšį¤žãŽä¸€å…ƒåŒ–されたツãƒŧãƒĢがある場合ãĢäŊŋį”¨ã•ã‚Œãžã™ã€‚PDFとしãĻäŋå­˜ã™ã‚‹ãĢは、ポ゚トãƒĸãƒŧテムã‚Ģã‚ŋログからãƒŦポãƒŧトを選択し、「Save as PDF」ボã‚ŋãƒŗã‚’ã‚¯ãƒĒックするだけですīŧš ![Export Postmortem to PDF](assets/img/thumbnails/NextSteps/7ExportPostmortemPDF.png) -### Customizations -We strongly recommend that you modify the default report template to fit your company's needs. This can involve adding or removing sections, changing wording to match common language, or modifying the clarifying text in each section so that it communicates what is needed. +### ã‚Ģ゚ã‚ŋマイã‚ē +デフりãƒĢトぎãƒŦポãƒŧãƒˆãƒ†ãƒŗãƒ—ãƒŦãƒŧトをäŧšį¤žãŽãƒ‹ãƒŧã‚ēãĢ合わせãĻ変更することをåŧˇããŠå‹§ã‚ã—ぞす。これãĢは、ã‚ģã‚¯ã‚ˇãƒ§ãƒŗãŽčŋŊåŠ ã‚„å‰Šé™¤ã€å…ąé€šč¨€čĒžãĢåˆã‚ã›ãŸæ–‡č¨€ãŽå¤‰æ›´ã€ãžãŸã¯å„ã‚ģã‚¯ã‚ˇãƒ§ãƒŗãŽčĒŦ明テキ゚トをåŋ…čρãĒことをäŧãˆã‚‹ã‚ˆã†ãĢ変更することがåĢぞれぞす。 -If you would like to add, edit, or remove sections you can do so under Settings in the Postmortem Catalog: +ã‚ģã‚¯ã‚ˇãƒ§ãƒŗã‚’čŋŊåŠ ã€įˇ¨é›†ã€ãžãŸã¯å‰Šé™¤ã—ãŸã„å ´åˆã¯ã€ãƒã‚šãƒˆãƒĸãƒŧテムã‚Ģã‚ŋãƒ­ã‚°ãŽč¨­åŽšã§čĄŒã†ã“ã¨ãŒã§ããžã™īŧš ![Edit the Postmortem Template](assets/img/thumbnails/NextSteps/8EditPostmortemTemplate.png) -You can Edit sections by clicking on the gear for the appropriate section. You can also click Add Section at the bottom of the template to add a completely new section: +遊切ãĒã‚ģã‚¯ã‚ˇãƒ§ãƒŗãŽã‚Žã‚ĸをクãƒĒックしãĻã‚ģã‚¯ã‚ˇãƒ§ãƒŗã‚’įˇ¨é›†ã§ããžã™ã€‚ãžãŸã€ãƒ†ãƒŗãƒ—ãƒŦãƒŧトぎ下部ãĢある「Add Section」をクãƒĒックしãĻã€ãžãŖãŸãæ–°ã—ã„ã‚ģã‚¯ã‚ˇãƒ§ãƒŗã‚’čŋŊ加することもできぞすīŧš ![Edit Postmortem Section Text Areas](assets/img/thumbnails/NextSteps/9EditPostmortemSections.png) -Changes will only apply to postmortem reports moving forward—they will not apply to reports that have already been created. -For some guidance for what questions and clarifying information to put on your questions, take a look at the [Analysis Questions section](https://postmortems.pagerduty.com/resources/analysis/) under the Resources for this guide. +変更はäģŠåžŒãŽãƒã‚šãƒˆãƒĸãƒŧテムãƒŦポãƒŧトãĢぎãŋéŠį”¨ã•ã‚Œãžã™ã€‚æ—ĸãĢäŊœæˆã•れたãƒŦポãƒŧトãĢã¯éŠį”¨ã•ã‚Œãžã›ã‚“ã€‚ +čŗĒ問やčĒŦæ˜Žæƒ…å ąã‚’ãŠãŽã‚ˆã†ãĢč¨­åŽšã™ã‚‹ã‹ãŽã‚Ŧã‚¤ãƒ€ãƒŗã‚šãĢついãĻは、こぎã‚Ŧイドぎ[分析ぎčŗĒ問](https://postmortems.pagerduty.co.jp/resources/analysis/)ã‚ģã‚¯ã‚ˇãƒ§ãƒŗã‚’å‚į…§ã—ãĻください。 -If at any point you'd like to start again from the default template, you can reset the template. To revert to the original default sections, click on the Reset Template button at the top of your Report Template. You will be prompted in a pop-up menu to Reset Template or Cancel. +いつでもデフりãƒĢãƒˆãŽãƒ†ãƒŗãƒ—ãƒŦãƒŧãƒˆã‹ã‚‰å†é–‹ã—ãŸã„å ´åˆã¯ã€ãƒ†ãƒŗãƒ—ãƒŦãƒŧトをãƒĒã‚ģットできぞす。元ぎデフりãƒĢトã‚ģã‚¯ã‚ˇãƒ§ãƒŗãĢæˆģすãĢは、ãƒŦポãƒŧãƒˆãƒ†ãƒŗãƒ—ãƒŦãƒŧトぎ上部ãĢある「Reset Template」ボã‚ŋãƒŗã‚’ã‚¯ãƒĒックしぞす。ポップã‚ĸãƒƒãƒ—ãƒĄãƒ‹ãƒĨãƒŧã§ãƒ†ãƒŗãƒ—ãƒŦãƒŧトをãƒĒã‚ģãƒƒãƒˆã™ã‚‹ã‹ã€ã‚­ãƒŖãƒŗã‚ģãƒĢするかぎ選択がäŋƒã•れぞす。 -### Navigating Between Reports and Associated Incidents -Currently, the only way to see an incident associated with a report is to open the report and look at the incidents that have been added to it. You cannot currently view a report by navigating to an incident to see an associated report. +### ãƒŦポãƒŧトとé–ĸé€Ŗã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆé–“ãŽãƒŠãƒ“ã‚˛ãƒŧã‚ˇãƒ§ãƒŗ +įžåœ¨ã€ãƒŦポãƒŧトãĢé–ĸ逪äģ˜ã‘ã‚‰ã‚ŒãŸã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆã‚’įĸēčĒã™ã‚‹å”¯ä¸€ãŽæ–šæŗ•ã¯ã€ãƒŦポãƒŧトを開いãĻčŋŊåŠ ã•ã‚ŒãŸã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆã‚’įĸēčĒã™ã‚‹ã“ã¨ã§ã™ã€‚įžåœ¨ã€ã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆãĢį§ģ動しãĻé–ĸé€Ŗã™ã‚‹ãƒŦポãƒŧãƒˆã‚’čĄ¨į¤ēすることはできぞせん。 diff --git a/docs/resources/analysis.md b/docs/resources/analysis.md index 21aa59d..8e1ecd7 100644 --- a/docs/resources/analysis.md +++ b/docs/resources/analysis.md @@ -1,80 +1,80 @@ --- cover: -description: Questions to ask to stimulate deep postmortem analysis. +description: ポ゚トãƒĸãƒŧãƒ†ãƒ åˆ†æžã‚’æˇąã‚ã‚‹ãŸã‚ãŽčŗĒ問äē‹é …。 --- ![Analysis](../assets/img/headers/Postmortems-Questions.png) -Inspired by Gary Klein’s debriefing questions in Sidney Dekker’s *The Field Guide To Understanding Human Error*, below is a non-exhaustive list to help stimulate deep analysis. Ask “how” and “what” questions, rather than “who” or “why,” to discourage blame and encourage learning. +Sidney DekkerãŽč‘—æ›¸ã€ŽThe Field Guide To Understanding Human Error』ãĢæŽ˛čŧ‰ã•れãĻいるGary KleinぎデブãƒĒãƒŧãƒ•ã‚Ŗãƒŗã‚°čŗĒå•ã‚’å‚č€ƒãĢäŊœæˆã•ã‚ŒãŸã€æˇąã„åˆ†æžã‚’äŋƒã™ãŸã‚ãŽčŗĒ問ãƒĒ゚トīŧˆįļ˛įž…įš„ã§ã¯ã‚ã‚Šãžã›ã‚“īŧ‰ã‚’į´šäģ‹ã—ぞす。「čĒ°ãŒã€ã‚„ã€ŒãĒぜ」ではãĒく、「おぎようãĢ」「äŊ•が」というčŗĒ問をäŊŋã†ã“ã¨ã§ã€éžé›Ŗã‚’éŋけ、å­Ļįŋ’ã‚’äŋƒé€˛ã—ぞす。 -[Download as a PDF](../assets/pdf/PostmortemAnalysisQuestions.pdf). +[PDFとしãĻダã‚Ļãƒŗãƒ­ãƒŧド](../assets/pdf/PostmortemAnalysisQuestions.pdf)。 - + - + - + - + - + - + - + diff --git a/docs/resources/checklist.md b/docs/resources/checklist.md index a20bb35..1bd7b48 100644 --- a/docs/resources/checklist.md +++ b/docs/resources/checklist.md @@ -1,14 +1,13 @@ --- cover: -description: A checklist for performing a postmortem. +description: ポ゚トãƒĸãƒŧテム原æ–ŊãĢã‚ãŸãŖãĻぎチェックãƒĒ゚トです。 --- ![Postmortems Checklist](../assets/img/headers/Postmortems-Checklist.png) +ポ゚トãƒĸãƒŧテムがåŋ…čρãĒã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆīŧˆSev-1ぞたはSev-2ã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆīŧ‰æ¯ŽãĢ、ポ゚トãƒĸãƒŧテム原æ–Ŋぎ各゚テップぎã‚ĩブã‚ŋã‚šã‚¯ã‚’æŒã¤ãƒã‚ąãƒƒãƒˆãƒ†ãƒŗãƒ—ãƒŦãƒŧトをクロãƒŧãƒŗã—ãžã™ã€‚ã“ã‚ŒãĢより、ポ゚トãƒĸãƒŧテムäŊœæˆãĢおけるチãƒŧãƒ ãŽå…ąåŒäŊœæĨ­ã‚’支援し、ポ゚トãƒĸãƒŧテムミãƒŧãƒ†ã‚Ŗãƒŗã‚°ãžã§ãŽé€˛æ—ã‚’å¯čĻ–åŒ–ã—ãžã™ã€‚ -For each incident that requires a postmortem (Sev-1 or Sev-2 incidents), we clone a ticket template that has subtasks for each step of performing a postmortem. This helps a team collaborate on creating the postmortem and provides visibility on progress leading up to the postmortem meeting. +äģĨ下は、ポ゚トãƒĸãƒŧãƒ†ãƒ ã‚’åŽŸčĄŒã™ã‚‹ãŸã‚ãĢåŋ…čρãĒ゚テップです。 -Below are the steps involved in performing a postmortem at a high level. - -[Download as a PDF](../assets/pdf/PostmortemChecklist.pdf). +[PDFとしãĻダã‚Ļãƒŗãƒ­ãƒŧド](../assets/pdf/PostmortemChecklist.pdf). ![Checklist](../assets/img/thumbnails/PostmortemChecklist.png) diff --git a/docs/resources/examples.md b/docs/resources/examples.md index 132cfe4..aac8d8d 100644 --- a/docs/resources/examples.md +++ b/docs/resources/examples.md @@ -1,11 +1,10 @@ --- cover: -description: Examples of postmortems. +description: ポ゚トãƒĸãƒŧãƒ†ãƒ ãŽå‚č€ƒäž‹ã§ã™ã€‚ --- ![Postmortem Examples](../assets/img/headers/Postmortems-Examples.png) - -Here are some examples of postmortems from other companies as a reference, +äģĨ下は、äģ–į¤žã§åޟæ–ŊされãĻいるポ゚トãƒĸãƒŧãƒ†ãƒ ãŽå‚č€ƒäž‹ã§ã™īŧš * [Stripe](https://support.stripe.com/questions/outage-postmortem-2015-10-08-utc) * [LastPass](https://blog.lastpass.com/2015/06/lastpass-security-notice.html/comment-page-2/) diff --git a/docs/resources/post_mortem_template.md b/docs/resources/post_mortem_template.md index 1699e92..6d7467a 100644 --- a/docs/resources/post_mortem_template.md +++ b/docs/resources/post_mortem_template.md @@ -1,13 +1,13 @@ --- cover: -description: This is a standard template we use for postmortems at PagerDuty. Each section describes the type of information you will want to put in that section. +description: PagerDutyぎポ゚トãƒĸãƒŧãƒ†ãƒ ã§åˆŠį”¨ã•ã‚ŒãĻいる標æē–ãƒ†ãƒŗãƒ—ãƒŦãƒŧトです。各ã‚ģã‚¯ã‚ˇãƒ§ãƒŗãĢおぎようãĒæƒ…å ąã‚’å…Ĩ力するかがčĒŦ明されãĻいぞす。 --- ![Postmortem Template](../assets/img/headers/Postmortems-Template.png) -This is a standard template we use for postmortems at PagerDuty. Each section describes the type of information you will want to put in that section. +PagerDutyぎポ゚トãƒĸãƒŧãƒ†ãƒ ã§åˆŠį”¨ã•ã‚ŒãĻいる標æē–ãƒ†ãƒŗãƒ—ãƒŦãƒŧトです。各ã‚ģã‚¯ã‚ˇãƒ§ãƒŗãĢおぎようãĒæƒ…å ąã‚’å…Ĩ力するかがčĒŦ明されãĻいぞす。 -[Download](../assets/pdf/PostmortemTemplate.pdf) as a PDF to start using with your team. +PDFとしãĻ[ダã‚Ļãƒŗãƒ­ãƒŧド](../assets/pdf/PostmortemTemplate.pdf)し、チãƒŧムでäŊŋãŖãĻãŋぞしょう。 --- ![Template](../assets/img/thumbnails/PostmortemTemplate_preview.png) diff --git a/docs/resources/reading.md b/docs/resources/reading.md index b370347..e912662 100644 --- a/docs/resources/reading.md +++ b/docs/resources/reading.md @@ -1,28 +1,29 @@ --- cover: -description: This is a collection of additional reading on the topic of incident response that we've found useful. +description: ã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆå¯žåŋœãŽãƒˆãƒ”ック゚ãĢおいãĻå‚č€ƒã¨ãĒるčŋŊ加ぎčĒ­ãŋį‰Šä¸€čĻ§ã§ã™ã€‚ + --- ![Futher Reading and Resources](../assets/img/headers/Postmortems-Resources.png) -## Creating a Blameless Culture -### Books +## ブãƒŦãƒŧムãƒŦ゚ãĒ文化ぎ醸成 +### æ›¸įą * [The Field Guide to Understanding Human Error](https://www.amazon.com/Field-Guide-Understanding-Human-Error/dp/0754648265) (Sidney Dekker) * [Crucial Accountability](https://www.amazon.com/Crucial-Accountability-Resolving-Expectations-Commitments/dp/0071829318) (Kerry Patterson, Joseph Grenny, Ron McMillan, Al Switzler, David Maxfield) -### Articles +### 記äē‹ * [Blame. Language. Sharing.](http://fractio.nl/2015/10/30/blame-language-sharing/) (Lindsay Holmwood) -### Talks +### čŦ›æŧ” * "[Three analytical traps in accident investigation](https://www.youtube.com/watch?v=TqaFT-0cY7U)" (Johan Bergstrom) * "[Two views on Human Error](https://www.youtube.com/watch?v=rHeukoWWtQ8)" (Johan Bergstrom) * [Advanced PostMortem Fu and Human Error 101 (Velocity 2011)](http://www.slideshare.net/jallspaw/advanced-postmortem-fu-and-human-error-101-velocity-2011) (John Allspaw) -## How to Analyze Incidents -### Articles +## ã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆãŽåˆ†æžæ–šæŗ• +### 記äē‹ * [The Infinite Hows](https://www.oreilly.com/ideas/the-infinite-hows) (John Allspaw) -### Documents +### 文書 * [Postmortem Action Items: Plan the Work and Work the Plan](https://www.usenix.org/system/files/login/articles/login_spring17_09_lunney.pdf) (John Lunney, Sue Lueder, and Betsy Beyer) -## Process and Mechanics of Postmortems and Retrospectives +## ポ゚トãƒĸãƒŧテムぎ振りčŋ”りぎプロã‚ģ゚とäģ•įĩ„ãŋ * [The Agile Retrospective Wiki](http://retrospectivewiki.org/index.php?title=Agile_Retrospective_Resource_Wiki) diff --git a/docs/what_is.md b/docs/what_is.md index e6eed42..a6faa62 100644 --- a/docs/what_is.md +++ b/docs/what_is.md @@ -1,42 +1,42 @@ --- cover: -description: The basics of Postmortems. Why postmortems are important, when they should be done, and who is responsible for the postmortem. +description: ポ゚トãƒĸãƒŧテムぎåŸēæœŦ。ポ゚トãƒĸãƒŧテムが重čρãĒį†į”ąã€ã„ã¤åŽŸæ–Ŋすずきか、そしãĻčĒ°ãŒãƒã‚šãƒˆãƒĸãƒŧテムぎč˛Ŧäģģč€…ã‹ãĢついãĻ。 --- ![What is a Postmortem?](assets/img/headers/Postmortems-WhatIs.png) -> What went wrong and how do we learn from it? +> äŊ•ãŒé–“é•ãŖãĻいたぎか、そしãĻそこからäŊ•ã‚’å­ĻãļぎかīŧŸ -A postmortem (or post-mortem) is a process intended to help you learn from past incidents. It typically involves a blame-free analysis and discussion soon after an event has taken place. An artifact is produced that includes a detailed description of exactly what went wrong in order to cause the incident, along with a list of steps to take in order to prevent a similar incident from occurring again in the future. An analysis of how effective your incident response process itself was during the incident should also be included in the discussion. The value of postmortems comes from helping institutionalize a culture of continuous improvement. +ポ゚トãƒĸãƒŧテムīŧˆãžãŸã¯ post-mortemīŧ‰ã¯ã€éŽåŽģãŽã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆã‹ã‚‰å­Ļãļã“ã¨ã‚’į›Žįš„ã¨ã—ãŸãƒ—ãƒ­ã‚ģã‚šã§ã™ã€‚é€šå¸¸ã€ã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆį™ēį”ŸåžŒã™ããĢéžé›ŖãŽãĒã„åˆ†æžã¨ãƒ‡ã‚Ŗã‚šã‚Ģãƒƒã‚ˇãƒ§ãƒŗã‚’čĄŒã„ãžã™ã€‚ã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆãŽåŽŸå› ã¨ãĒãŖãŸå…ˇäŊ“įš„ãĒå•éĄŒį‚šãŽčŠŗį´°ãĒčĒŦ明と、将æĨåŒæ§˜ãŽã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆãŒį™ēį”Ÿã™ã‚‹ãŽã‚’é˜˛ããŸã‚ãŽæ‰‹é †ãƒĒ゚トをåĢã‚€æˆæžœį‰ŠãŒäŊœæˆã•ã‚Œãžã™ã€‚ã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆå¯žåŋœãƒ—ロã‚ģ゚č‡ĒäŊ“ãŒã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆä¸­ãĢãŠã‚Œã ã‘åŠšæžœįš„ã ãŖãŸã‹ãŽåˆ†æžã‚‚č­°čĢ–ãĢåĢめるずきです。ポ゚トãƒĸãƒŧãƒ†ãƒ ãŽäžĄå€¤ã¯ã€įļ™įļšįš„æ”šå–„ぎ文化をåˆļåēĻ化するぎãĢåŊšįĢ‹ã¤ã“ã¨ãĢありぞす。 -Organizations may refer to the postmortem process in slightly different terms: +įĩ„įš”ãĢã‚ˆãŖãĻは、ポ゚トãƒĸãƒŧテムプロã‚ģã‚šã‚’å°‘ã—į•°ãĒã‚‹į”¨čĒžã§å‘ŧãļことがありぞすīŧš -- Learning Review -- After-Action Review -- Incident Review -- Incident Report -- Post-Incident Review -- Root Cause Analysis (or RCA) +- ナãƒŧãƒ‹ãƒŗã‚°ãƒŦビãƒĨãƒŧ +- ã‚ĸフã‚ŋãƒŧã‚ĸã‚¯ã‚ˇãƒ§ãƒŗãƒŦビãƒĨãƒŧ +- ã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆãƒŦビãƒĨãƒŧ +- ã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆãƒŦポãƒŧト +- ãƒã‚šãƒˆã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆãƒŦビãƒĨãƒŧ +- æ šæœŦ原因分析īŧˆRCAīŧ‰ -## Why Do Postmortems -During incident response, the team is 100% focused on restoring service. They cannot (and should not) be wasting time and mental energy thinking about how to do something optimally or performing a deep dive on what caused the incident. That's why postmortems are essential—they provide an opportunity to reflect once the issue is no longer impacting users. **The postmortem process drives focus, instills a culture of learning, and identifies opportunities for improvement that otherwise would be lost.** +## ãĒぜポ゚トãƒĸãƒŧãƒ†ãƒ ã‚’čĄŒã†ãŽã‹ +ã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆå¯žåŋœä¸­ã€ãƒãƒŧムは100īŧ…ã‚ĩãƒŧビ゚ぎ垊旧ãĢ集中しãĻいぞす。最遊ãĒæ–šæŗ•ã‚’č€ƒãˆãŸã‚Šã€ã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆãŽåŽŸå› ã‚’æˇąãæŽ˜ã‚Šä¸‹ã’ãŸã‚Šã™ã‚‹ãŸã‚ãĢæ™‚é–“ã¨į˛žįĨžįš„エネãƒĢゎãƒŧã‚’į„Ąé§„ãĢすることはできぞせんīŧˆãã†ã™ãšãã§ã‚‚ありぞせんīŧ‰ã€‚そぎためポ゚トãƒĸãƒŧテムは不可æŦ ã§ã€ãƒĻãƒŧã‚ļãƒŧãĢåŊąéŸŋã™ã‚‹å•éĄŒãŒč§Ŗæļˆã•れた垌ãĢ振りčŋ”りぎ抟äŧšã‚’提䞛しぞす。**ポ゚トãƒĸãƒŧテムプロã‚ģ゚はį„Ļį‚šã‚’įĩžã‚Šã€å­Ļįŋ’ぎ文化を醸成し、そうでãĒã‘ã‚Œã°å¤ąã‚ã‚ŒãĻしぞう攚善ぎ抟äŧšã‚’į‰šåŽšã—ãžã™ã€‚** -Without a postmortem, you fail to recognize what you're doing right, where you could improve, and, most importantly, how to avoid making the same mistakes in the future. Conducting an effective postmortem allows you to learn quickly from your mistakes and improve your systems and processes. A well-designed, blameless postmortem allows teams to continuously learn, serving as a way to iteratively improve your infrastructure and incident response process. Be sure to write detailed and accurate postmortems in order to get the most benefit out of them. +ポ゚トãƒĸãƒŧãƒ†ãƒ ã‚’čĄŒã‚ãĒければ、äŊ•ãŒã†ãžãã„ãŖãĻいるぎか、おこを攚善できるぎか、そしãĻ最も重čρãĒことãĢ、将æĨ同じčĒ¤ã‚Šã‚’éŋã‘ã‚‹æ–šæŗ•ã‚’čĒč­˜ã§ããžã›ã‚“ã€‚åŠšæžœįš„ãĒポ゚トãƒĸãƒŧテムを原æ–Ŋすれば、ミ゚からčŋ…速ãĢå­Ļãŗã€ã‚ˇã‚šãƒ†ãƒ ã¨ãƒ—ãƒ­ã‚ģ゚を攚善することができぞす。遊切ãĢč¨­č¨ˆã•ã‚ŒãŸãƒ–ãƒŦãƒŧムãƒŦ゚īŧˆéžé›ŖãŽãĒいīŧ‰ãĒポ゚トãƒĸãƒŧテムは、チãƒŧムがįļ™įļšįš„ãĢå­Ļįŋ’ã—ã€ã‚¤ãƒŗãƒ•ãƒŠã‚šãƒˆãƒŠã‚¯ãƒãƒŖã¨ã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆå¯žåŋœãƒ—ロã‚ģ゚をæŽĩéšŽįš„ãĢæ”šå–„ã™ã‚‹æ–šæŗ•ã¨ã—ãĻ抟čƒŊしぞす。ポ゚トãƒĸãƒŧãƒ†ãƒ ã‹ã‚‰æœ€å¤§é™ãŽåˆŠį›Šã‚’åž—ã‚‹ãŸã‚ãĢã¯ã€čŠŗį´°ã§æ­ŖįĸēãĒポ゚トãƒĸãƒŧテムをäŊœæˆã™ã‚‹ã‚ˆã†ãĢしぞしょう。 -## When to Do a Postmortem -**Do a postmortem for every major incident** (Sev-2/1). This includes **any time incident response is triggered**—even if it is later discovered that severity was actually lower, it was a false alarm, or it quickly recovered without intervention. A postmortem should not be neglected in these cases because it is still an opportunity to review what did and did not work well in the incident response process. If the incident should not have triggered incident response, it is worthwhile understanding why it did so monitoring can be tuned to avoid unnecessarily triggering incident response in the future. Doing this analysis and follow-up action will help prevent alert fatigue going forward. +## いつポ゚トãƒĸãƒŧãƒ†ãƒ ã‚’čĄŒã†ãšãã‹ +**すずãĻぎ重大ãĒã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆīŧˆSev-2/1īŧ‰ãĢ寞しãĻポ゚トãƒĸãƒŧテムを原æ–ŊしãĻください**。これãĢは**ã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆå¯žåŋœãŒį™ē動されたすずãĻぎ場合**がåĢぞれぞす。垌ãĢ重大åēĻが原際ãĢはäŊŽã‹ãŖãŸã“とが判明した場合や、čĒ¤å ąã ãŖãŸå ´åˆã€ãžãŸã¯äģ‹å…ĨãĒしでčŋ…速ãĢå›žåžŠã—ãŸå ´åˆã§ã‚ãŖãĻも原æ–Ŋã—ãžã™ã€‚ã“ã‚Œã‚‰ãŽã‚ąãƒŧ゚でもポ゚トãƒĸãƒŧテムを怠るずきではありぞせん。ãĒぜãĒã‚‰ã€ã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆå¯žåŋœãƒ—ロã‚ģ゚でäŊ•がうぞくいき、äŊ•がうぞくいかãĒã‹ãŖãŸã‹ã‚’įĸēčĒã™ã‚‹æŠŸäŧšã ã‹ã‚‰ã§ã™ã€‚ã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆãŒã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆå¯žåŋœã‚’į™ē動すずきでãĒã‹ãŖãŸå ´åˆã€ãĒぜį™ēå‹•ã•ã‚ŒãŸãŽã‹ã‚’į†č§Ŗã—ã€å°†æĨ、不åŋ…čρãĢã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆå¯žåŋœã‚’į™ē動しãĒいようãĢãƒĸニã‚ŋãƒĒãƒŗã‚°ã‚’čĒŋæ•´ã™ã‚‹ã“ã¨ãŒäžĄå€¤ãŒã‚ã‚Šãžã™ã€‚ã“ãŽåˆ†æžã¨ãƒ•ã‚Šãƒ­ãƒŧã‚ĸップã‚ĸã‚¯ã‚ˇãƒ§ãƒŗã‚’čĄŒã†ã“ã¨ã§ã€äģŠåžŒãŽã‚ĸナãƒŧãƒˆį–˛ã‚Œã‚’é˜˛ããŽãĢåŊšįĢ‹ãĄãžã™ã€‚ -Postmortems are done shortly after the incident is resolved, while the context is still fresh for all responders. Just as resolving a major incident becomes top priority when it occurs, completing the postmortem is prioritized over planned work. Completing the postmortem is the final step of your incident response process. Delaying the postmortem delays key learning that will prevent the incident from recurring. +ポ゚トãƒĸãƒŧãƒ†ãƒ ã¯ã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆãŒč§Ŗæąēã•ã‚ŒãŸį›´åžŒã€ã™ãšãĻぎ寞åŋœč€…ãĢã¨ãŖãĻã‚ŗãƒŗãƒ†ã‚­ã‚šãƒˆãŽč¨˜æ†ļが鎎明ãĒã†ãĄãĢčĄŒã‚ã‚Œãžã™ã€‚é‡å¤§ãĒã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆãŒį™ēį”Ÿã—ãŸæ™‚ãĢããŽč§Ŗæąēが最å„Ē先äē‹é …ãĢãĒるぎと同様ãĢ、ポ゚トãƒĸãƒŧテムぎ厌äē†ã¯č¨ˆį”ģされたäŊœæĨ­ã‚ˆã‚Šã‚‚å„Ē先されぞす。ポ゚トãƒĸãƒŧテムぎ厌äē†ã¯ã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆå¯žåŋœãƒ—ロã‚ģ゚ぎ最įĩ‚゚テップです。ポ゚トãƒĸãƒŧãƒ†ãƒ ã‚’é…ã‚‰ã›ã‚‹ã¨ã€ã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆãŽå†į™ēã‚’é˜˛ããŸã‚ãŽé‡čρãĒå­Ļįŋ’が遅れぞす。 -**PagerDuty's internal policy for completing postmortems is 3 calendar days for a Sev-1 and 5 business days for a Sev-2.** Because scheduling a time when everyone is available can be difficult, the expectation is people will adjust their calendars to attend the postmortem meeting within this timeframe. +**PagerDutyãŽį¤žå†…ãƒãƒĒã‚ˇãƒŧでは、Sev-1ぎ場合は3æšĻæ—ĨäģĨ内、Sev-2ぎ場合は5å–ļæĨ­æ—ĨäģĨ内ãĢポ゚トãƒĸãƒŧテムを厌äē†ã™ã‚‹ã“とãĢãĒãŖãĻいぞす。** å…¨å“ĄãŒå‚åŠ ã§ãã‚‹æ™‚é–“ã‚’čĒŋæ•´ã™ã‚‹ãŽãŒé›Ŗã—ã„å ´åˆãŒã‚ã‚‹ãŸã‚ã€ã“ãŽæœŸé–“å†…ãĢポ゚トãƒĸãƒŧテムミãƒŧãƒ†ã‚Ŗãƒŗã‚°ãĢ参加できるようäēˆåŽšã‚’čĒŋ整することが期垅されãĻいぞす。 -## Who Is Responsible for the Postmortem -At the end of a major incident call, or very shortly after, the [Incident Commander](https://response.pagerduty.com/training/incident_commander/) selects and directly notifies one responder to own the postmortem. Note that the postmortem owner is not solely responsible for completing the postmortem themselves. **Writing a postmortem is a collaborative effort** and should include everyone involved in the incident response. While engineering will lead the analysis, the postmortem process should involve management, customer support, and business communications teams. The postmortem owner coordinates with everyone who needs to be involved to ensure it is completed in a timely manner. +## čĒ°ãŒãƒã‚šãƒˆãƒĸãƒŧテムぎč˛Ŧäģģč€…ã‹ +重大ãĒã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆã‚ŗãƒŧãƒĢぎįĩ‚ä熿™‚ã€ãžãŸã¯ããŽį›´åžŒãĢ、[ã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆã‚ŗãƒžãƒŗãƒ€ãƒŧ](https://response.pagerduty.co.jp/training/incident_commander/)は一äēēぎ寞åŋœč€…ã‚’é¸ãŗã€ãƒã‚šãƒˆãƒĸãƒŧテムを担åŊ“ã™ã‚‹ã‚ˆã†į›´æŽĨ通įŸĨしぞす。ポ゚トãƒĸãƒŧテムぎ担åŊ“č€…ãŒå˜į‹Ŧでポ゚トãƒĸãƒŧテムを厌äē†ã™ã‚‹č˛Ŧäģģã‚’č˛ ã†ã‚ã‘ã§ã¯ãĒいことãĢæŗ¨æ„ã—ãĻください。**ポ゚トãƒĸãƒŧテムぎäŊœæˆã¯å…ąåŒäŊœæĨ­ã§ã‚り**ã€ã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆå¯žåŋœãĢé–ĸã‚ãŖãŸå…¨å“Ąã‚’åĢã‚ã‚‹ãšãã§ã™ã€‚ã‚¨ãƒŗã‚¸ãƒ‹ã‚ĸãƒĒãƒŗã‚°ãŒåˆ†æžã‚’ãƒĒãƒŧドする一斚で、ポ゚トãƒĸãƒŧテムプロã‚ģ゚ãĢはįĩŒå–ļé™Ŗã€ã‚Ģ゚ã‚ŋマãƒŧã‚ĩポãƒŧãƒˆã€ãƒ“ã‚¸ãƒã‚šã‚ŗãƒŸãƒĨãƒ‹ã‚ąãƒŧã‚ˇãƒ§ãƒŗãƒãƒŧムもé–ĸ与しぞす。ポ゚トãƒĸãƒŧテムぎ担åŊ“č€…ã¯ã€ã‚ŋイムãƒĒãƒŧãĢ厌äē†ã™ã‚‹ãŸã‚ãĢé–ĸ与するåŋ…čĻãŽã‚ã‚‹ã™ãšãĻぎäēēとčĒŋ整しぞす。 -It is important to designate a single owner to avoid the bystander effect. If you ask all responders or a team to do the postmortem, you risk everyone assuming someone else is doing it, and therefore, no one does. When selecting an owner you may choose a single individual who meets any of the following criteria: +傍čĻŗč€…åŠšæžœã‚’éŋけるためãĢ、単一ぎ担åŊ“č€…ã‚’æŒ‡åŽšã™ã‚‹ã“ã¨ãŒé‡čĻã§ã™ã€‚ã™ãšãĻぎ寞åŋœč€…やチãƒŧムãĢポ゚トãƒĸãƒŧテムを䞝é ŧすると、čĒ°ã‚‚ãŒäģ–ぎčĒ°ã‹ãŒã‚„ãŖãĻいると思いčžŧãŋ、įĩæžœįš„ãĢčĒ°ã‚‚ã‚„ã‚‰ãĒいãƒĒ゚クがありぞす。担åŊ“č€…ã‚’é¸ãļ際ãĢは、äģĨ下ぎåŸēæē–ぎいずれかをæē€ãŸã™å€‹äēēを選ãļことができぞすīŧš -- Took a leadership role investigating during the incident -- Performed a task that led to stabilizing the service -- Was the primary on-call responder for the most heavily affected service -- Manually triggered the incident to initiate incident response +- ã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆä¸­ãŽčĒŋæŸģでãƒĒãƒŧダãƒŧã‚ˇãƒƒãƒ—ãŽåŊšå‰˛ã‚’æ‹…ãŖãŸ +- ã‚ĩãƒŧビ゚ぎ厉厚化ãĢつãĒがるã‚ŋã‚šã‚¯ã‚’åŽŸčĄŒã—ãŸ +- 最もåŊąéŸŋを受けたã‚ĩãƒŧビ゚ぎã‚Ēãƒŗã‚ŗãƒŧãƒĢ寞åŋœč€…ã ãŖãŸ +- ã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆå¯žåŋœã‚’開始するためãĢã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆã‚’æ‰‹å‹•ã§į™ē動した -Doing the postmortem is not a punishment, and the owner is not the person that "caused" the incident. Effective postmortems are blameless. In complex systems there is never a single cause, but a combination of factors that lead to failure. The owner is simply an accountable individual who performs select administrative tasks, follows up for information, and drives the postmortem to completion. Writing the postmortem will ultimately be a collaborative effort, but selecting a single owner to orchestrate this collaboration helps ensure it is done. +ポ゚トãƒĸãƒŧテムぎ原æ–ŊはįŊ°ã§ã¯ãĒく、担åŊ“č€…ã¯ã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆã‚’ã€Œåŧ•きčĩˇã“した」äēēã§ã¯ã‚ã‚Šãžã›ã‚“ã€‚åŠšæžœįš„ãĒポ゚トãƒĸãƒŧãƒ†ãƒ ã¯éžé›ŖãŽãĒい、ブãƒŦãƒŧムãƒŦ゚ãĒã‚‚ãŽã§ã™ã€‚č¤‡é›‘ãĒã‚ˇã‚šãƒ†ãƒ ã§ã¯ã€å˜ä¸€ãŽåŽŸå› ã¯ãĒãã€å¤ąæ•—ãĢつãĒがるčĻå› ãŽįĩ„ãŋ合わせがありぞす。担åŊ“č€…ã¯å˜ãĢã€į‰šåŽšãŽįŽĄį†ã‚ŋã‚šã‚¯ã‚’åŽŸčĄŒã—ã€æƒ…å ąã‚’čŋŊčˇĄã—ã€ãƒã‚šãƒˆãƒĸãƒŧテムを厌äē†ãĢ導くč˛Ŧäģģぎある個äēēです。ポ゚トãƒĸãƒŧテムぎäŊœæˆã¯æœ€įĩ‚įš„ãĢã¯å…ąåŒäŊœæĨ­ãĢãĒã‚Šãžã™ãŒã€ã“ãŽå…ąåŒäŊœæĨ­ã‚’čĒŋ整する単一ぎ担åŊ“č€…ã‚’é¸ãļことで、įĸē原ãĢ原æ–ŊされるようãĢãĒりぞす。 diff --git a/mkdocs.yml b/mkdocs.yml index b037a74..63e2d17 100644 --- a/mkdocs.yml +++ b/mkdocs.yml @@ -2,10 +2,10 @@ site_name: PagerDuty Postmortem Documentation site_description: A collection of information about the PagerDuty postmortem process and industry best practices. This guide will teach you how to build a culture of continuous learning, the most important components to include in your analysis, and how to conduct effective postmortem meetings. site_author: PagerDuty, Inc. -site_url: https://postmortems.pagerduty.com/ +site_url: https://www.pagerduty.co.jp/ops-guides/postmortems/ # Repository -repo_url: https://github.com/pagerduty/postmortem-docs +repo_url: https://github.com/pagerduty/postmortem-docs-ja # Copyright copyright: 'Copyright © PagerDuty, Inc.'
Cues手がかり
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  • What were you focusing on?
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  • What was not noticed?
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  • What differed from what was expected?
  • +
  • äŊ•ãĢæŗ¨į›Žã—ãĻいぞしたかīŧŸ
  • +
  • äŊ•がčĻ‹čŊとされãĻいぞしたかīŧŸ
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  • ä爿ƒŗã¨į•°ãĒãŖãĻいたぎはäŊ•でしたかīŧŸ
Previous Knowledge/Experience過åŽģぎįŸĨ識/įĩŒé¨“
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  • Was this an anticipated class of problem or did it uncover a class of issue that was not architecturally anticipated?
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  • What expectations did participants have about how things were going to develop?
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  • Were there similar incidents in the past?
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  • これはä爿ƒŗã•ã‚ŒãŸå•éĄŒãŽį¨ŽéĄžã§ã—ãŸã‹ã€ãã‚Œã¨ã‚‚ã‚ĸãƒŧã‚­ãƒ†ã‚¯ãƒãƒŖä¸Šä爿ƒŗã•れãĻいãĒã‹ãŖãŸå•éĄŒãŽį¨ŽéĄžã‚’æ˜Žã‚‰ã‹ãĢしぞしたかīŧŸ
  • +
  • å‚åŠ č€…ã¯ä狿…‹ãŽé€˛åą•ãĢついãĻおぎようãĒæƒŗåŽšã‚’æŒãŖãĻいぞしたかīŧŸ
  • +
  • 過åŽģãĢ類äŧŧã—ãŸã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆã¯ã‚ã‚Šãžã—ãŸã‹īŧŸ
Goalsį›Žæ¨™
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  • What goals governed your actions at the time?
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  • How did time pressure or other limitations influence choices?
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  • Was there work the team chose not to do in the past that could have prevented or mitigated this incident?
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  • åŊ“時ぎあãĒãŸãŽčĄŒå‹•ã‚’æ”¯é…ã—ãĻã„ãŸį›Žæ¨™ã¯äŊ•でしたかīŧŸ
  • +
  • æ™‚é–“įš„åˆļį´„ã‚„ããŽäģ–ぎåˆļ限が、あãĒたぎ選択ãĢおぎようãĒåŊąéŸŋを与えぞしたかīŧŸ
  • +
  • 過åŽģãĢチãƒŧãƒ ãŒčĄŒã‚ãĒいとæąē厚したäŊœæĨ­ã§ã€ã“ãŽã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆã‚’é˜˛æ­ĸぞたはčģŊ減できたもぎはありぞしたかīŧŸ
Assessment評価
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  • What mistakes (for example, in interpretation) were likely?
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  • How did you view the health of the services involved prior to the incident?
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  • Did this incident teach you something that should change views about this service’s health?
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  • おぎようãĒミ゚īŧˆäž‹ãˆã°ã€č§Ŗé‡ˆãĢおけるīŧ‰ãŒčĩˇã“ã‚Šã‚„ã™ã‹ãŖãŸã§ã™ã‹īŧŸ
  • +
  • ã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆį™ēį”Ÿå‰ãĢ、é–ĸé€Ŗã™ã‚‹ã‚ĩãƒŧビ゚ぎåĨ全性をおぎようãĢčĻ‹ãĻいぞしたかīŧŸ
  • +
  • ã“ãŽã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆã‹ã‚‰ã€ã‚ĩãƒŧビ゚ぎåĨ全性ãĢé–ĸするčĻ‹æ–šã‚’å¤‰ãˆã‚‹ãšãäŊ•かがå­ĻずぞしたかīŧŸ
Taking ActiončĄŒå‹•
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  • How did you judge you could influence the course of events?
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  • What options were taken to influence the course of events? How did you determine that these were the best options at the time?
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  • How did other influences (operational or organizational) help determine how you interpreted the situation and how you acted?
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  • ä狿…‹ãŽæĩã‚ŒãĢ寞し、おぎようãĢåŊąéŸŋを与えられると判断しぞしたかīŧŸ
  • +
  • ä狿…‹ãŽæĩã‚ŒãĢåŊąéŸŋを与える上でおぎようãĒ選択č‚ĸを取りぞしたかīŧŸã“れらがåŊ“時ぎ最善ぎ選択č‚ĸであると、おぎようãĢ判断しぞしたかīŧŸ
  • +
  • äģ–ぎåŊąéŸŋīŧˆé‹į”¨ä¸ŠãžãŸã¯įĩ„įš”ä¸Šīŧ‰ãŒã€įŠļæŗãŽč§Ŗé‡ˆã‚„čĄŒå‹•ãŽæąē厚ãĢおぎようãĢåŊšįĢ‹ãĄãžã—ãŸã‹īŧŸ
Help支援
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  • Did you ask anyone for help?
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  • What signal brought you to ask for support?
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  • Were you able to contact the people you needed to contact?
  • +
  • čĒ°ã‹ãĢåŠŠã‘ã‚’æą‚ã‚ãžã—ãŸã‹īŧŸ
  • +
  • おぎようãĒã‚ˇã‚°ãƒŠãƒĢをčĩˇį‚šãĢ、あãĒたはã‚ĩポãƒŧãƒˆã‚’æą‚ã‚ãžã—ãŸã‹īŧŸ
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  • 逪įĩĄã™ã‚‹åŋ…čĻãŽã‚ã‚‹äēē々ãĢ逪įĩĄã‚’取ることはできぞしたかīŧŸ
Processプロã‚ģ゚
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  • Did the way that people collaborate, communicate, and/or review work contribute to the incident?
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  • What worked well in your incident response process and what did not work well?
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  • äēēã€…ãŒå”åŠ›ã—ã€ã‚ŗãƒŸãƒĨãƒ‹ã‚ąãƒŧã‚ˇãƒ§ãƒŗã‚’å–ã‚Šã€äŊœæĨ­ã‚’ãƒŦビãƒĨãƒŧã™ã‚‹æ–šæŗ•ãŒã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆãĢ寄与しぞしたかīŧŸ
  • +
  • ã‚¤ãƒŗã‚ˇãƒ‡ãƒŗãƒˆå¯žåŋœãƒ—ロã‚ģã‚šã§ä¸Šæ‰‹ãã„ãŖãŸã“ã¨ã¨ä¸Šæ‰‹ãã„ã‹ãĒã‹ãŖãŸã“ã¨ã¯äŊ•ですかīŧŸ