Adaptive Tactics in Software Operations: How People Manage Complexity by Asking for Help
Society relies on the continued operation of software systems, from healthcare to social media platforms. These systems can be engineered to be highly reliable, but complexity assures surprise. People have the ability to manage this complexity, filling gaps in design by recognizing, diagnosing and correcting anomalies. Rarely can surprises be managed by individuals alone. When engaged in anomaly r
