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Operations

A team watches a live broadcast on a wall screen while a colleague with a headset keeps working at her desk

Capacity Planning for a Known Event: Inauguration Day Traffic

Operations

Capacity Planning for a Known Event: Inauguration Day Traffic Read More »

Support agent in a headset kneeling by an office cabinet, lifting out an archive box to check what is inside

Backup Restore Test: The KPI Ma.gnolia Didn’t Have

KPI, Operations

Backup Restore Test: The KPI Ma.gnolia Didn’t Have Read More »

Team lead rearranging a schedule board in a half-empty call centre on a snowy morning

Snow Day Staffing: When a Fifth of Your Team Can’t Get In

Operations

Snow Day Staffing: When a Fifth of Your Team Can’t Get In Read More »

Support agent with a headset at her desk looking at a phone as a burst of notification bubbles pops up

Customer-Reported Outages: What the Hudson Landing Photo Teaches Support Teams

Customer Experience, Operations

Customer-Reported Outages: What the Hudson Landing Photo Teaches Support Teams Read More »

Manager alone in an open-plan office at dusk holding a phone and pager among empty desks

When a Hiring Freeze Puts the Pager on the Manager

Operations

When a Hiring Freeze Puts the Pager on the Manager Read More »

Mindmap

Mind Map a Problem Before You Try to Solve It

Operations

Mind Map a Problem Before You Try to Solve It Read More »

Support agent with a headset reassuring a customer by phone at her desk on New Year's Eve, fireworks outside the window

Known Error Workarounds: What the Zune New Year’s Eve Freeze Teaches Support Teams

ITIL, Operations

Known Error Workarounds: What the Zune New Year’s Eve Freeze Teaches Support Teams Read More »

A support agent at her desk with a ringing phone while a storm cloud sits over a cell tower outside the window

Vendor Outage SLA: What the 2008 BlackBerry Outage Taught Support Teams

Operations, SLA

Vendor Outage SLA: What the 2008 BlackBerry Outage Taught Support Teams Read More »

A manager sitting alone at a meeting table at dusk, looking out over a wintry city

Recession Budgets and the Customers You Already Have

Customer Experience, Operations

Recession Budgets and the Customers You Already Have Read More »

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