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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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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 23, 2026 • 2 min read
We Chose the Actions by What Was Easy to Build
A manager came back from three weeks' leave in February and found that a colleague had been reading....
#sergueyshinder#automation#itsm#governance
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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 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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Andrew ScottSep 24, 2026 • 12 min read
Best 5 Service Management Solutions for On-Premises Deployment
A practitioner comparison of five on-premises service management tools, covering deployment, workflo...
#servicemanagement#itsm#selfhosted#devops
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Selvyn AlloteySep 23, 2026 • 6 min read
How to Choose a Jira Service Management Alternative for Connected Service Work
A practical guide to evaluating Jira Service Management alternatives by workflow fit, deployment, go...
#servicemanagement#itsm#workflow#projectmanagement
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