How Many IT People Does it Take to Change a Lightbulb?

Damn – the lightbulb* has blown. As a user, I’m not insured to change it, so I’d better call the… One: Service Desk All our agents are currently serving other customers. Your call is impor… hello, Servicedesk, how can I Read More …

How to Know Your Users from Your Customers

This article is about how to know your IT support users from your customers. It’s about thinking clearly, so as not to confuse marketing-speak with service design realities. “Oh, we don’t call them ‘users’ anymore,” the Service Desk supervisor said Read More …

For healthy IT support, go beyond the service desk

Let’s not underestimate IT user support. It is far and away the most important function of IT. Occasionally, some business department heads will need a software development project or to commission an infrastructure improvement, so calling upon IT’s project managers, Read More …

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 …