Here in the operations group at Dyn we like to consider the “layer 8 factors” (the 8th layer being “the human layer” of the OSI model) when designing and implementing systems. We do our best to make sure that our systems help expose and reason through these factors as best as possible. As engineers, we seek to apply “scientific knowledge, mathematics, and ingenuity to develop solutions to technical problems.” The key word, however, is “seek.”
Technology may be immune to bias and heuristics, however the humans who implement solutions are not. And, even if we don’t like to admit it, we’re all human and those biases often impair our ability to apply the scientific method and come to proper conclusions.
The goal of this talk from Velocity is to explore the role bias has played in the identification, attribution, and resolution of a collection of issues illustrated through first-hand experience.