How do we manage change? Assessing urgency and what does it mean when no-one is owning a (technical) systems problem? I talk about this common problem with projects and systems and how we can resolve it, touching on Incident Management and Product Ownership. Secondly, I spend a few minutes talking about the book “Thinking in Systems: A Primer”. This is a classic text which describes in simple terms how interactions between systems can get so complicated. Great for those who've not thought about systems interactions before and need a basis for understanding how complexity can appear very quickly. NOTES Brief review of "Thinking In Systems: A Primer": https://kislayverma.com/books/book-review-thinking-in-systems-a-primer/ (https://kislayverma.com/books/book-review-thinking-in-systems-a-primer/) Resources for understanding Change Management (ITIL) and Product Ownership (Scrum) Change Management and the IT Infrastructure Library (ITIL): https://en.wikipedia.org/wiki/ITIL (https://en.wikipedia.org/wiki/ITIL) IT Service Management: https://en.wikipedia.org/wiki/IT_service_management (https://en.wikipedia.org/wiki/IT_service_management) and within that, IT Incident Managment: https://en.wikipedia.org/wiki/Incident_management_(ITSM) (https://en.wikipedia.org/wiki/Incident_management_(ITSM)) What is a Product Owner? https://www.scrum.org/resources/what-is-a-product-owner (https://www.scrum.org/resources/what-is-a-product-owner) QUOTES "Now, when I speak to those who tell me that they have a ‘systems problem’ it’s like they’ve almost self-diagnosed. They know that they have a problem but they also seem to be able to tell me almost how I can help them fix it for them. " [RB] "Don't assume that a change to any system will fix a given problem without causing another problem, too. Don't assume that things work like they say they're going to work" [RB] "Incident Management is a process whereby you can get your systems back on track with respect to a situation with any given system" [RB] "the very act of fixing systems in itself requires a system and a process" [RB]