- don’t expect a tool to solve
- cultural change and need “believers” in senior role to advocate within company
- people need to absorb info within their own mindset
- it is a process that can span 6-9 months in orgs w/ 5000 engineers; nothing happens immediately
- Step 1: “I want to be reliable when I grow up” (you must believe you have problem first)
- Step 2: “Read the book!” and watch SRE v DevOps
- Step 3: “Panic!” (myth: fire team and retrain; not the case and can retrain team in house)