Tech Staff Motivation – Forget What You Think You Know

Good grief, there is some real naïve nonsense talked about motivating staff, there really is. I’ve recently read yet another happy-clappy article making some spectacularly preposterous claims about staff motivation. It upset me, as so much of this trite, theoretical, Read More …

Why IT user support can’t ignore the call of Agile, Kanban, Scrum, Sprint, and DevOps

Although Agile and its sister concepts major around development, and support is a production service, service strategists should still consider preparing IT Support for Agile Development. In recent times, IT management thinking has found itself in the middle of its Read More …

Managing Mixed Workloads with the RMAP Quadrant

The RMAP™ Quadrant is a tool for anticipating and managing mixed workloads. In a department providing both on-demand and scheduled output, staff resources must be committed to the entire workload, not just the noisiest, reactive element of it. Although RMAP Read More …