This is the blog of Ronald Bartels that wanders on and off the subject of problem management (that is how it started), but it is best described by Ray who says this is Daddy's thoughts! Like the best music is from the Eighties and a wee dram helps in solving most inconveniences.
Great paper on failure of complex systems
It is not often you read something that completely changes the way you look at IT. This paper How Complex Systems Fail
rocked me. Reading this made me completely rethink ITSM, especially
Root Cause Analysis, Major Incident Reviews, and Change Management. It dates from 1998!!. Richard Cook is a
doctor, an MD. He seemingly knocked this paper off on his own, it is a
whole four pages long, and he wrote it with medical systems in mind.
But that doesn't matter: it is deeply profound in its insight into any
complex system and it applies head-on to our delivery and support of IT