A short piece on why I started to blog and an index of the pieces I have written.

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Sharing through words…

Sharing my ideas and knowledge is something I find fulfilling, especially if it means others can take some value from it. If what I write inspires others, I’m happy, but it alao helps me articulate and strengthen my own clarity of thoughts. I write with the intention from my own practical experiences and theoretical knowledge, not as an academic. I write to allow my thinking and approaches to be challenged, welcoming diversity of thought and debate, to help me learn and improve.


Note: This article draws on experience in service management and operations in both traditional and modern environments. The source texts contain the facts, but it’s how these are interpreted, synthesised and acted upon that adds value. I hope the assertions in this article help you to further refine the most important thing — what works best for you.

Good old problem mangement. The service management best practice that’s easily misunderstood. Software development teams may often refer to it as defect, bug, issue or risk management. Often viewed second place to the heroics of incident management and undervalued by organisations that…


A common configuration of teams that are involved in the development and support of products is one based on “DevOps” culture & principles. In order to break down development & maintenance silos, in these teams you will find various skills in these teams that are responsible for building and providing support of the product.

Often in an enterprise, these might be referred to as, clusters, stream aligned or “Product Teams”. Generally the service management & IT support will have been a responsibility of a separate team, but in this product team set-up, support capabilities should be understood by all in…


I was lucky to be part of the initial groups to take the ITIL4 managing professional transition bridge course and examination in late 2019. The course was intended for ITILv3 expert practitioners and covered the books I mention below, but at this time the official publications were not final, so course material was my only reference. The course covered each module that contributes towards the managing professional certification but purposely (due to the course duration) not in as much depth as taking each module independently or reading each volume on its own would.

Earlier this year, final editions of the…


The ITIL 4 practices are described as “sets of organizational resources designed for performing work or accomplishing an objective”.

Every practice includes familiar, service management processes while encapsulating more than previous versions of ITIL. Each begins with a clear purpose for how to apply and what outcomes to expect.

A major change in ITIL 4 practices is their decoupling from the cyclical service lifecycle phases (now, the Service Value Chain).This encourages the use of practices through a flexible operating model whilst managing services. …


Note: Below is my interpretation of Cynefin and views on how IT major incidents could be led, inspired by various articles in the field of service management and Cynefin.

Recently I’ve been thinking about how our behaviours, awareness and process of thought differ under certain situations, particularly whilst under heightened pressure. I wanted to learn more about how we could improve our abilities to make better decisions whilst leading major incidents in production software systems, so revisited the sense making framework — Cynefin, created by David Snowden of Cognitive Edge — to see how it could be applied.

The Cynefin…

Sundeep Singh

Thoughts of an IT service manager living in a Digital 🌎

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