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.
Service Management
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.
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.
Documentation Isn't Just Something You Write After the Work's Complete
Why useful, current documentation is part of delivering a good service.
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.
What a Good Escalation Actually Looks Like
What I try to include when handing a technical issue to another team.
The Problem With Just Closing the Ticket
Why resolving an incident can be useful while still leaving a wider problem worth looking at.