01
OPERATIONS
Designing the conditions, capabilities and feedback loops required to operate services well.
01 — ESSAYS
IDEAS FOR
BETTER OPERATIONS.
Essays connecting industrial thinking, digital operations and service management — written to turn operational experience into systems that perform and improve.
02 — LATEST ESSAY
IT OPERATIONS — BEYOND RUN.
How Operations makes the Service Promise real across Design, Change, Run, Maintain and Improve.
READ THE ESSAY →03 — PREVIOUS ESSAYS
THE SERVICE IS NOT THE APPLICATION.
Why criticality, observability and recovery must follow the business flow — and why green components do not prove that the Service Promise is being fulfilled.
READ THE ESSAY →
WHAT INDUSTRY CAN TEACH IT OPERATIONS.
Reliability begins before production — and with the people closest to the work. An exploration of visibility, chains of help and operational learning.
READ THE ESSAY →04 — THE FIELD OF VIEW
THREE CONNECTED
PERSPECTIVES.
02
RELIABILITY
Creating predictable services, visible failure modes and systems designed to recover and learn.
03
SERVICE MANAGEMENT
Connecting technology, processes and people to the value experienced by the business.