All Posts Tagged With: "Service Recovery"
One of the strangest things about IT people is that they often miss the obvious until it is explained to them (sometimes with the aid of a hammer). We are all so used to following the rules and doing what everyone else does. This particularly applies to IT Operations, also known as the Command Centre [...]
Continue ReadingZinc whiskers, although a catastrophic problem, are not new (they were discovered in 1948 by Bell Labs). They grow on many zinc coated components and structures commonly used in Data Centers. Zinc coating is used to slow the rusting of steel components. There are two types of zinc coating, Hot Dipped Galvanized (HDG) or electroplated. Only one [...]
Continue ReadingHere is the acid test – our customers often know that there is a service problem before we do. When that happens, as far as our customers are concerned, we suck, we are incompetent and they are smarter than us. Our IT Operations team may be publishing loads of great Key Performance Indicators (KPIs) that show improvements [...]
Continue ReadingSimultaneously the most powerful aspect of and the biggest problem with IT Systems are that they are flexible by design. They are so flexible that that many of our people want to show how smart they are by being helpful and adding value. Unfortunately, being helpful is one of these things that inevitably leads to unintended [...]
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