Heather Osborn

Let’s face it—most incident retrospectives are about as useful as a code comment that says 'fix this later'. They’re packed with finger-pointing, hindsight bias, and imaginary scenarios where everyone did everything perfectly. In this talk, we’ll explore a blame-aware, human-centered approach to incident management that turns problems into learning opportunities. With a focus on quality observability, practical service catalogs, and the essential role of customer support, this session offers actionable strategies for building resilience and fostering real, lasting improvements.

Rapid organic growth of a startup can result in an unsupportable infrastructure that is nearly impossible to comprehend.  At some point, you have to weigh the costs (human sanity and financial) associated with maintaining an indecipherable, tightly coupled environment over yeeting the whole thing and starting with a clean slate.

Advances in technology always have us striving for performance, shiny new features, and cool gadgets to play with.  What happens to the Isle of Misfit Toys when the customers want the sexy new social media integrations and the developers don’t want to tinker with that LAMP stack when there are containers to orchestrate?