Service Reliability
Why the same IT incidents keep coming back
Look beyond the latest fix to the conditions, responsibilities and follow-up actions around recurring disruption.
Practical Guide
The Neith perspective
Practical insights into service reliability.
Important services depend on everyday decisions, handovers and working relationships as well as technology.
Explore practical guides and operational scenarios for people responsible for keeping those services working.
Start with a problem you recognise.
These three articles look at recurring disruption, unclear ownership and dependence on individual knowledge.
Ownership & Dependencies
Who owns the service when several teams deliver it?
Explore what end-to-end ownership means when decisions cross team and supplier boundaries.
Practical Guide
Ownership & Dependencies
When one person keeps the service running
Recognise dependencies in knowledge, access, authority and working relationships.
Practical Guide
Explore the topics.
Service Reliability
Recurring incidents, workarounds and the day-to-day operation of important services.
Ownership & Dependencies
Responsibilities, supplier relationships, handovers and the knowledge people need to act.
Risk, Change & Resilience
Understanding operational exposure and what happens when conditions change.
Clear examples, with clear context.
Hypothetical scenarios are labelled and are not presented as client work. Where an article draws on external research or guidance, the sources are linked.
The aim is to explain the reasoning and give you useful questions to apply to your own situation.
A starting point
Recognise a situation in your own business?
Start with a conversation about what is happening and whether a closer look would be useful.