Service and Support, long the beaten down step-child of any industry, has taken no more public abuse and ridicule than in the world of Technology. In today's modern internet driven society, the presumed "elite" are those who can write code, de-tangle the inner workings of a UNIX kernel, design and manage relational databases or architect a global W [Read More]
It seems that in the course of one’s life, there are individuals who inspire, guide, motivate and challenge you to push yourself past the realm of what you believed you were capable of achieving. You trusted them, you watched them in action, and you became dependent, without knowing, that these were the individuals who would set the bar for futur [Read More]
IT Support is a vital element of any technology organization to get right. The problem is that this role's true strength is not in core technology elements. The true value and power of an effective IT Support professional is his or her "Soft-Skills". Communication, organization, stress management all valuable skills that are not thought of as be [Read More]
MORE ARTICLES
Service and Support, long the beaten down step-child of any industry, has taken no more public abuse and ridicule than in the world of Technology. In today's modern internet driven society, the presumed "elite" are those who can write code, de-tangle the inner workings of a UNIX kernel, design and manage relational databases or architect a global WAN. However, when all hell breaks loose with those core technologies, who is that one person responding to a business user to take the bullet for the [Read More]
View Comments Tags: Add new tag, Business, Business process, Business-to-Business, Consultants, Design, E-Commerce, Information Technology, Technology
I'm not sure why it is a general human trait to want to be satisfied with chaos. What I mean by that is in the world of technology there needs to be a certain state of order to be effective. It is for this reason that certain "Industry Standards" have been develop based on best practice.
Take for example the basic premise that the entire existence of technology is to serve the user. Somehow that concept becomes lost on those who work in technology. As long as I have been doing support, I st [Read More]
View Comments Tags: Add new tag, Best practice, Business, Critical mass, Management, Market share, Risk management, Technology, Twitter
In the realm of a high transaction environment I find very little value in trying to analyze data on a day by day basis. That poses the question, what are we trying to perform analysis this low in the transaction chain?
[Read More]
View Comments Tags: Data, Metrics, Reporting, Research and Analysis, Six Sigma
These are conflicting phrases that somehow compliment what I do for a living. I am an Incident Manager. That basically means that when things break, I get the call and try to coordinate it to a functional state. Not that I actually do anything, I mainly get the right parties involved and manage everything until it is back up and running.
Part of the role is to also document everything that went on and was done to fix the problem. Sometimes that results in casualties of the moment. You know [Read More]
View Comments Tags: Add new tag, Change management, Incident Management
