Expanding our Understanding: Complex Adaptive Systems Site Reliability Engineering: Harnessing (and redefining) it for ITSM Rethinking Site Reliability Engineering for ITSM - SDI virtual event "New Ways of Working", May 2020 Velocity19 Berlin: Swarming, Cynefin… and avoiding the problems of becoming a third-line support team DevOps Enterprise Summit 2019 - How Swarming Enables Enterprise Support to work better with DevOps SRVision 2019, Utrecht: Swarming and Cynefin SDI19: Swarming and Devops for ITSM Support at scale in a DevOps world How Swarming and Cynefin can save you from 3rd Line hell Swarming: How a new approach to support can save DevOps teams from 3rd-line ticket hell DevOps Enterprise Summit Las Vegas 2018: The Problem of Becoming a 3rd-Line Support Team (& Why Swarming Works better for DevOps!) DevOpsDays Riga - Swarming Presentation ITSM, Swarming and Devops Devops In The Enterprise: How Swarming Can Fix The Problem Of Becoming A 3rd-Line Support Team Service Manager Dag, Netherlands 2018: Why we should ditch the 3-tier support model and start Swarming. Configuration Management Camp 2018: The problem of becoming "3rd line support” (and why Swarming is a better alternative) 
