@nateberkopec At Shopify, every incident above a certain severity comes with a GMV analysis — basically, “how much did this incident cost?” Having data like that easily accessible is vital for convincing feature-focused teams to spend time on operational concerns.

It’s hard to argue against “related incidents cost $X million last year” and “you’ll get paged Y% less often if we do this”. When people don’t like the work itself, you have to help them understand that they do want the results.