I would share some ideas about incident management when using Magento 2 (Adobe Commerce) platform:
– In most cases RCA is de facto approach (if there is a structure in place)
– LFI requires multi-faceted people in terms of their skills (need to be able to understand the broader picture, how the organisation works, most teams do not have resources with a broader set of skills; easier to find in smaller companies/teams)
– When it comes to Magento (Adobe Commerce), RCA process can pinpoint the “problem” to different areas of the application or 3rd parties, however, a remediation is agreed and that closes the story; the thing is – that situation can reoccur, and that can show that the initial investigation was not that thorough; while LFI – would need more time to go through the process, involve people with broader knowledge of the systems and how the organisation processes look like (what do the users do, how they use the application and so on) and the remediation could mean changes to those processes, not just the code or application;
– Especially in the initial phases of the project or right after going live – as there tends to be a higher number of incidents, going with LFI can create blockers; hybrid approach can be a way to go
To make an analogy – you go to the doctor as you don’t feel well, basic tests – you have high blood pressure. Ok, here is a pill, take it twice daily, end of the story. This would be RCA. Now, a more holistic approach would be: ok, you have high blood pressure, let’s look at what could cause this… well, you gained weight, have poor sleep and you’re stressed out a lot – the solution would be a program suited to tackle all these aspects. Some people prefer the pill. Some prefer the “harder” path.
At the end of the day, the solution is: “it depends”. Depends on the resources you have, depends on the organisational culture, depends on the pressure and time constraints that is applied and so on. From my observations, LFI provides a more stable and robust system, however it is usually found in smaller and more flexible companies, with smaller technical teams with talented people. Large organisations tend to go with RCA, standardised metrics, narrow understanding within each team/component.
