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. …

A common configuration of teams that are involved in the development and support of products is one based on “DevOps” culture & principles. …

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…

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…

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…