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Incident Management

A detailed infographic illustrating the transformation of a global engineering operation before and after implementing ITIL. The left 'BEFORE' section shows chaos and invisibility among 160 engineers in 8 countries, with broken connections and non-existent measurement metrics. A central glowing arrow represents 'ITIL PROCESSES' for change. The right 'AFTER' section demonstrates standardization, measurement, and visibility with structured performance metrics and confident leadership

I Inherited 160 Engineers Across 8 Countries and No Way to Measure Any of Them. Here’s How ITIL Changed That

Customer Experience, Operations

I Inherited 160 Engineers Across 8 Countries and No Way to Measure Any of Them. Here’s How ITIL Changed That Read More »

what you do when your company is constantly having outages

What do you do when your Company is constantly having Outages?

Customer Experience, Operations

What do you do when your Company is constantly having Outages? Read More »

Support lead with a headset working at her laptop before sunrise, a cloud hanging over the dark city outside

When the Cloud Breaks Your Customer SLA: Lessons from the October 2025 AWS Outage

Operations, SLA

When the Cloud Breaks Your Customer SLA: Lessons from the October 2025 AWS Outage Read More »

Leading Technical Teams

Navigating the Tightrope of Leading Technical Teams: A CX Expert’s Playbook for Success

Leadership

Navigating the Tightrope of Leading Technical Teams: A CX Expert’s Playbook for Success Read More »

Fig 27 01 2020 14 41 09

Understanding How Your Help Desk and NOC Services Connect

Leadership

Understanding How Your Help Desk and NOC Services Connect Read More »

Fig 26 01 2020 17 13 20

Building a NOC or Outsourcing

Business Planning

Building a NOC or Outsourcing Read More »

Fig 26 01 2020 17 18 17

How to Build a NOC

Incident Management

How to Build a NOC Read More »

Unplanned3

The Impact To Your Business of “Unplanned Work”

ITIL

The Impact To Your Business of “Unplanned Work” Read More »

A manager at a wall dashboard showing response time and resolve time gauges

Help Desk KPIs: Response Time vs Resolve Time

ITIL, KPI

Help Desk KPIs: Response Time vs Resolve Time Read More »

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