Incident reviews: Looking beyond the root cause

Software developers often try to isolate root causes of incidents in complex systems, but this reductionist approach can fail to address real issues and even cause further problems. The Cynefin framework categorizes situations into domains like chaotic, complex, complicated, and clear, helping make decisions in these contexts. Most software incidents fall into the complicated or complex buckets, where quick fixes are insufficient. Using storytelling can help communicate clearly while retaining complexity, allowing for a full picture of what transpired across teams and systems. By embracing complexity with Cynefin and incorporating storytelling in post-incident reviews, developers can better navigate the chaos and improve software system resilience over time.