Tech industry insights…
- First text messages sent 25 years ago this month: Of course, sent between two PCs but still the first and I do not think it include the phrase 'LOL' 🙂 ...
- Computer glitch allowed all pilots to take vacation: American Airlines has now resolved this (with overtime pay rates) but a programming error allowed all pilots to schedule their vacation over Christmas, unfortunately leaving none to fly the planes!
- Fresh, Simple, Elegant Alarm app! Unfortunately our great alarm app Wakebright does not work with iOS 11. I hope to rebuild and get back out on the store over the holidays 🙂 Wish me luck!
- What to read: A terrific article on teams and Google - What Google Learned From Its Quest to Build the Perfect Team. Or my longtime favorite: a lengthy (38,000 words) paper that has become one of Bloomberg's best read articles - What is Code. It is a thoughtful, well-written piece to explain software and how it touches our modern world.
For my top list of reading recommendations, check the reference page.
Our Modern Tech World :)
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Category Archives: Metrics and Process Improvement
Our recent post discussed using the Infrastructure Engineering Lifecycle (IELC) to enable organizations to build a modern, efficient and robust technology infrastructure. One of the key expressions that both leverages and IELC approach and helps an infrastructure team properly plan … Continue reading
As we discussed in our previous post on the inefficient technology marketplace, the typical IT shop spends 60% or more of its budget on external vendors – buying hardware, software, and services. Often, once the contract has been negotiated, signed, … Continue reading
In one of our earliest posts on service desks, I mentioned how an inherited service desk had delivered such poor service that it was referred to by users as the ‘Helpless Desk’ rather than the Help Desk. With that in mind, … Continue reading
I hope you enjoyed the Easter weekend. I have teamed up today with Chris Collins, a senior IT Finance manager and former colleague. Our final post on metrics is on unit costing — on which Chris has been invaluable with … Continue reading
In 1968, Garrett Hardin wrote about the over-exploitation of common resources in an essay titled the “The Tragedy of the Commons“. While Garrett wrote about the overexploitation of common pastureland where individual herders overused and diminished common pasture, there can … Continue reading
We have covered quite a bit of ground with previous posts on IT metrics but we have some important additions to the topic. The first, that we will cover today, is how to evolve your metrics to match your team’s … Continue reading
As an IT leader either of a function or of a large IT team with multiple functions, what is the emphasis you should place on metrics and how are you able to leverage them to attain improvement and achieve more … Continue reading
In order to achieve a world class or first quartile performance, it is critical to take a ‘scientific’ approach to IT metrics. Many shops remain rooted in ‘craft’ approaches to IT where techniques and processes are applied in an ad … Continue reading
This is the 4th in a series of posts on best practices in the IT Service Desk arena. To catch the previous material, you can check out the first post or you can read through the best practice reference pages … Continue reading