Fusing Puzzle Pieces Together
It's always interesting to see how complexity manifests itself, especially in the corporate world. Take a relatively straightforward process for creating after-hours on-call schedules. If we assume that we can't contact a specific team for a specific type of outage automatically because our alerting is currently too rudimentary, then it's necessary to either rotate through teams or select one team for initial triage. We decide to opt for the second option (one team for all triage) in order to avoid labor law nightmares. But, we notice that the team we've selected is an expert in a particular class of problem, so we assign a certain type of alert to page that team under certain conditions. We then decide to use a different team that has less technical system knowledge, but knows the product domain better, for alerts on all other conditions. If the issue proves to be too technical, then this team can contact the team mentioned above. Now, we've go...
