This talk presents research collected from the VOID—an open database of public incident reports. Containing over 2,000 reports for almost 700 organizations, the database allows for more structured review and research about software-related incident reporting. Key results from our research challenge standard industry practices for incident response and analysis, like tracking Mean Time To Resolve (MMTR) and using Root Cause Analysis (RCA) methodology. In particular, we demonstrate how unreliable MTTR can be, and how RCA can lead to environments where people are less likely to admit mistakes and speak up about things that could lead to future incidents. We propose alternate metrics (SLOs and cost of coordination data), practices (Near Miss analysis), and mindsets (humans are the solution, not the problem) to help organizations better learn from their incidents, and make their systems safer and more resilient.