Signals & Levers • Elisabeth Hendrickson, Joel Tosi & Charles Humble • GOTO 2026

2026-06-11 · Source: GOTO Conferences · Field: Business & Management — Corporate Strategy & Leadership, Operations & Process Management, Project & Product Management · Depth: Intermediate, extended

Summary

Elisabeth Hendrickson and Joel Tosi's forthcoming book, "Signals & Levers," due from IT Revolution in September, explores the resurgence of systems thinking in software development. The authors, joined by Charles Humble, discuss how complex distributed systems and the rise of AI necessitate new tools to understand organizational bottlenecks. They highlight the discomfort leaders face when confronting "comforting illusions" of progress, predictability, and control, emphasizing that software delivery involves "wicked problems" that cannot be fully solved. The discussion covers distinguishing signals from levers, the CREATE framework for identifying diverse metrics, and the dangers of relying on proxy metrics like team velocity. They also delve into variability analysis, causal modeling as an alternative to root cause analysis, and the critical role of intentionally shifting culture over policy, noting that AI serves as a thinking partner rather than a replacement for human reasoning.

Key takeaway

For technical leaders and consultants grappling with persistent software delivery challenges, recognize that traditional metrics and control illusions often mask deeper systemic issues. Embrace systems thinking to identify true signals and apply small, intentional levers. Your actions, not just your words, shape culture; focus on fostering collaboration and understanding causal models to navigate complex, "wicked problems" more effectively, rather than seeking elusive "silver bullet" solutions.

Key insights

Systems thinking offers essential tools for navigating the inherent complexity and "wicked problems" of modern software delivery.

Principles

• Software is a sociotechnical system.
• Culture consistently overrides policy.
• Wicked problems are never fully solvable.

Method

The CREATE framework helps identify signals across capacity, risk, and economics. Causal modeling reveals interconnected influences, enabling targeted, small nudges to shift vicious cycles into virtuous ones.

In practice

• Feed desired behaviors to intentionally shift culture.
• Use AI as a critical thinking partner, not a decision-maker.

Topics

• Systems Thinking
• Software Delivery
• Organizational Culture
• AI in Software
• Metrics and Measurement
• Complex Systems

Best for: Director of AI/ML, Consultant, Software Engineer

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Editorial summary, takeaway, and curation by AIssential. Original article published by GOTO Conferences.