Mental-Models
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.
A Runbook for When Your Brain Goes Offline
A structured outage runbook removes thinking under stress — five questions, a timecode rhythm, and clear roles to cut response time and keep customers informed.
Bad Agent or Bad System
Hanlon's Razor applied to ticket quality review — how to diagnose whether a low-scoring ticket is a skill gap, a process gap, or a tooling gap before you blame anyone, including in multi-agent tickets.
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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.6 min read
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Occam's Razor: Why Simpler Explanations Usually Win A practical guide to Occam's Razor: why simpler explanations usually win, how to apply it in software and life, and common mistakes to avoid.5 min read