Let's help each other learn a better playbook.
Our standard playbook for managing incidents in this current world is to take the quickest fix we can find and get back to work. We look at the software delivery life cycle as the center of the universe, and the incidents are an interruption. We want to get back to work. But when you draw the arrows this way, it's pretty clear that we're getting disconnected from reality.
Next: Third Era—Complexity