Aaron’s presentation can be found here: Lean for Outages.
One of the most important factors in your customer experience is that the system is available. There will be unforeseen incidents that will occur, there is no way around this. The best that we can do is have a plan for outages. I will show how we have applied lean principles to our incident workflow to ensure that we are making every second count when there is a downtime. The approach will use Slack for ChatOps, PagerDuty for tracking and an added bonus of the Amazon Echo for input.