In this paper, a method is proposed for promoting ICT engineering safety learning from crisis management. The current majority of methodologies for ICT use reductionist approach (i.e. lack of holistic view). Therefore, we need more holistic methodologies to realize system safety, and system safety should include human factors. In particular, ICT engineering arena human factors play a crucial role in promoting ICT system safety. The Tokyo stock exchange was crushed on 1st of November 2005 by an operation error, which had a severe impact on the global. The human factors (operator error, maintenance engineers’ error, etc.) cause severe impact to not only ICT systems but also social systems (nuclear plant systems, transportation systems, etc.). A JR West train derailed and overturned on 25th April 2005 due to driver misconduct caused the loss of 106 passengers’ lives at Kyoto in Japan. The progress of ICT technologies (i.e., cloud, virtual and network technology) inevitably shifts ICT systems into complexity with tightly interacting domains. This trend places the human factors above other elements to promote safety more than ever. The emergent property interacting between ICT and human conduct should be dealt with in order to promote system safety. Crisis management treats holistic property over partial component. We introduce a human error framework to promote a holistic view to manage system failures. An application example of ICT human error exhibits the effectiveness of this methodology.
Key words: Risk management; Crisis management; Normal accident theory (NAT); High Reliability Organization (HRO); Information and Communication Technology (ICT)