Decision-Making
Cynefin for Technical Support Managers: Match the Response to the Situation
Cynefin helps support managers match their response to the situation: runbooks for clear problems, experts for complicated ones, experiments for complex ones, action for chaos.
The Incident Manager's OS: OODA × RACI × Incident Commander
Speed alone isn't enough. OODA gives you rhythm, RACI gives you role clarity, and the Incident Commander gives you decision ownership. Three layers that turn crisis response into something repeatable.
Your Incident Response is Stuck on Observe
Most incident response teams are stuck in an endless Observe loop — gathering data without building shared understanding. Here's how John Boyd's OODA framework fixes it.