// Blog

Thoughts from the field.

Practical writing on DevOps, platform engineering, and automation — drawn from the technologies powering mission-critical systems today.

FEATURED · 11 min read

L1, L2 and L3 Support: ITIL in Operations

What ITIL actually says about tiered support, how to build a team around it, and a case where all three tiers existed and still did not hold.

OperationsITILIncident MgmtPost-Mortem
Read post
// operations.md
▸ What ITIL means by L1, L2 and L3
▸ Ownership
▸ The tiers were there, the handovers were not…
▸ Where to start
Operations · 11 min

L1, L2 and L3 Support: ITIL in Operations

What ITIL actually says about tiered support, how to build a team around it, and a case where all three tiers existed and still did not hold.

Read post