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Serguey ShinderSep 23, 2026 • 2 min read
A Fifth of Our Support Demand Came From People We Do Not Employ
I asked the service desk why Monday mornings were so heavy and got an answer I was not expecting. In...
#sergueyshinder#itoperations#itsm#servicedesk
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Serguey ShinderSep 19, 2026 • 2 min read
The Outage Ran for Two Hours Before It Had a Name
Our order capture service began failing intermittently at twelve minutes past eight on a Tuesday. It...
#sergueyshinder#itoperations#incidentmanagement#itsm
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Serguey ShinderSep 20, 2026 • 2 min read
We Run Thirty Nine Sites and Have Engineers at Two
Our estate is thirty nine locations: twenty two depots, two laboratories, a dozen small sales office...
#sergueyshinder#itoperations#itsm#infrastructure
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Serguey ShinderSep 25, 2026 • 2 min read
Two Thirds of What We Escalated Did Not Need an Engineer
Our second line has five engineers and by March they were a fortnight behind on anything that was no...
#sergueyshinder#itoperations#itsm#servicedesk
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Serguey ShinderSep 21, 2026 • 2 min read
Twelve Months of Leave Looked Exactly Like Leaving
A colleague came back from twelve months of maternity leave in April and could do nothing at all on....
#sergueyshinder#itoperations#itsm#identity
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Serguey ShinderSep 18, 2026 • 2 min read
Count How Many Times You Have Fixed the Same Thing
We closed just over eleven thousand incidents last year and I can quote the average resolution time....
#sergueyshinder#itoperations#itsm#problemmanagement
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Serguey ShinderSep 24, 2026 • 2 min read
The Continuity Exercise Stopped in the First Half Hour
We run a continuity exercise every January. The first two were sensible tabletop discussions about.....
#sergueyshinder#itoperations#businesscontinuity#itsm
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Komal kumariSep 18, 2026 • 13 min read
Navigating AIOps: A Comprehensive Guide to Artificial Intelligence for IT Operations
Introduction Modern digital infrastructure generates massive amounts of operational data...
#itoperations#observability#machinelearning#aiops
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