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Incident Management

Woman in a headset studying a hand-drawn mind map at her desk

Mind Mapping for ITIL and Support Teams

Operations

Mind Mapping for ITIL and Support Teams Read More »

Incident manager at a central podium passing a glowing line of communication between engineers and waiting customers

The Incident Manager’s Real Job Is Communication

ITIL, Operations

The Incident Manager’s Real Job Is Communication Read More »

Support manager on a phone call in a busy office with a cracked cloud icon on the wall screen

When a Supplier Fails: Escalating Past the Manager

Operations

When a Supplier Fails: Escalating Past the Manager Read More »

A help desk floor with a manager pointing at a coverage plan on a whiteboard

Help Desk Pandemic Planning: What the 2009 Swine Flu Alert Means for Your Team

Operations

Help Desk Pandemic Planning: What the 2009 Swine Flu Alert Means for Your Team Read More »

Support agent with a headset calmly reassuring a worried caller, a newspaper and a marked calendar on her desk

Conficker Help Desk Prep: Readiness for a Feared Date

Operations, Training

Conficker Help Desk Prep: Readiness for a Feared Date 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 »

Person drafting an outage message at a desk beside a clock, with an empty browser window showing a warning

What Google’s Gmail Outage Apology Got Right (and Missed)

Customer Experience

What Google’s Gmail Outage Apology Got Right (and Missed) 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 »

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 »

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