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.
Continual Improvement
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.
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.
Documentation Isn't Just Something You Write After the Work's Complete
Why useful, current documentation is part of delivering a good service.
The Problem With Just Closing the Ticket
Why resolving an incident can be useful while still leaving a wider problem worth looking at.