Kiran Nagaraja Fábio Oliveira Ricardo Bianchini Richard P. Martin Thu D. Nguyen Understanding and Dealing with Operator Mistakes in Internet Services. 61-76 2004 OSDI http://www.usenix.org/events/osdi04/tech/naragaraja.html db/conf/osdi/osdi2004.html#NagarajaOBMN04