During a service incident, a customer-remediation workflow is moved onto an emergency route because the situation is critical and the team needs a fast resolution. Approvals are shortened, a priority queue is opened, and an on-call agent is cleared to use an alternate procedure until the service recovers. The incident ends, but the route stays […]

There is more technical content available today than any human being could read in a thousand lifetimes. Every topic has a dozen YouTube videos, three Substack posts, a GitHub repo, and a Reddit thread, most created in the last six months and, in many cases, technically accurate. And yet most of the professionals I talk […]