Toil Reduction Outside the Data Center: Lessons From the Clinical Front Office
Ask an operations team where the week went, and you'll usually get a list of things that shouldn't have needed a person. Access requests provisioned by hand. A disk cleared for the ninth time this quarter. Certificates rotated one at a time because the renewal script was scoped, estimated, and never finished. None of it is difficult, and all of it is necessary. And at the end of the quarter there's nothing to point at, because the work left no trace beyond the absence of an outage.
