the Microsoft Operations Framework (MOF) study in 2001 found that organizations with the highest service levels rebooted their servers twenty times less frequently than average and had five times fewer “blue screens of death.” In other words, they found that the best-performing organizations were much better at diagnosing and fixing service incidents, in what Kevin Behr, Gene Kim, and George Spafford called a “culture of causality” in The Visible Ops Handbook. High performers used a disciplined approach to solving problems, using production telemetry to understand possible contributing factors
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