nanog mailing list archives
Re: Mitigating human error in the SP
From: Joe Provo <nanog-post () rsuc gweep net>
Date: Tue, 2 Feb 2010 09:26:49 -0500
On Mon, Feb 01, 2010 at 09:21:52PM -0500, Chadwick Sorrell wrote:
Hello NANOG, Long time listener, first time caller.
[snip]
What measures have you taken to mitigate human mistakes? Have they been successful? Any other comments on the subject would be appreciated, we would like to come to our next meeting armed and dangerous.
Define your processes well, have management sign off so no blame game and people realize they are all on the same side Use peer review. Don't start automating until you have a working system, and then get the humans out of the repetitive bits. Don't build monolithic systems. Test your automation well. Be sure have the symmetric *de-provisioning* to any provisioning else you will be relying on humans to clean out the cruft instead of addressing the problem. Extend accountability throughout the organization - replace commission- minded sales folks with relationship-minded account management. Always have OoB. Require vendors to be *useful* under OoB conditions, at least to your more advanced employees. Expect errors in the system and in execution; develop ways to check for them and be prepared to modify methods, procedures and tools without multiple years and inter-departmental bureaucracy. Change and errors happen, so capitalize on to those events to improve you service and systems rather than emphasizing punishment. Cheers, Joe -- RSUC / GweepNet / Spunk / FnB / Usenix / SAGE
Current thread:
- Re: Mitigating human error in the SP, (continued)
- Re: Mitigating human error in the SP Brian Raaen (Feb 03)
- Re: Mitigating human error in the SP Dave CROCKER (Feb 01)
- Re: Mitigating human error in the SP Suresh Ramasubramanian (Feb 01)
- Re: Mitigating human error in the SP Mark Smith (Feb 02)
- Re: Mitigating human error in the SP Paul Corrao (Feb 02)
- Re: Mitigating human error in the SP Chadwick Sorrell (Feb 02)
- Re: Mitigating human error in the SP Michael Dillon (Feb 02)
- Re: Mitigating human error in the SP David Hiers (Feb 02)
- Re: Mitigating human error in the SP Paul Corrao (Feb 02)
- Re: Mitigating human error in the SP Paul Corrao (Feb 02)
- Re: Mitigating human error in the SP James Downs (Feb 02)
- Message not available
- Re: Mitigating human error in the SP Chadwick Sorrell (Feb 02)
- Re: Mitigating human error in the SP Chadwick Sorrell (Feb 02)
- Re: Mitigating human error in the SP gordon b slater (Feb 02)
- Re: Mitigating human error in the SP Larry Sheldon (Feb 02)