Field Note
A Control Nobody Checks Is Just an Assumption
Two small things that weren’t broken, and why ‘it’s automated’ isn’t the same as knowing it works.
Field Notes
Things I’ve learned through working in IT, from troubleshooting real problems to understanding the processes, services and people around them. Practical observations from the work, the things I’m studying, and figuring out what works in the real world.
Field Note
Sometimes Improving a Process Means Removing Things
Why sometimes the best way to improve an IT process is to remove the things that only add unnecessary complexity.
Field Note
From Fixing Problems to Asking Why They Keep Happening
How my thinking has developed from fixing individual issues to looking at the service around them.
Field Note
What I Actually Took Away From ITIL v5
·8 mins
The parts of ITIL v5 that have actually changed how I think about my day-to-day work.
Field Note
Why I'm Interested in ISO 27001
Why information security and ISO 27001 have become areas I’m genuinely interested in learning about.
Field Note
Documentation Isn't Just Something You Write After the Work's Complete
Why useful, current documentation is part of delivering a good service.
Field Note
The Ticket Told Me One Thing. The Evidence Told Me Another.
·7 mins
Why the first description of a problem is the starting point, not always the diagnosis.
Field Note
What Changes When You're the Engineer on Site
What I’ve learned from being the engineer responsible for customer support on-site.
Field Note
What Working in an MSP Has Taught Me About IT
·8 mins
What working across multiple customer environments has taught me about support, communication and service.
Field Note
It's Always DNS... Until It Isn't
·4 mins
Why familiar troubleshooting assumptions can sometimes send you in the wrong direction.