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December 19, 2016

We’re talking about tools today as part of our Serve First series. In the last post, we covered how over-utilizing our people resources leads to an IT department that says, “No,” and doesn’t have time to be nice. 

We have to find ways to create time without...

December 5, 2016

In a previous blog post, we talked about the concept: serve first. The first component was customer service. Today? We talk about saying yes and being nice (the two go hand-in-hand). 

Think about the last interaction you had as a customer. How did it go? I have an exa...

November 21, 2016

Serve first. It’s one of our most important mottos. However, there’s a lot to serve first, so let’s tackle the most obvious first: customer service. 

IT has historically poor reputations when it comes to customer service. But they also get failing grades around the wa...

November 7, 2016

One of the biggest challenges we face in technology today is technologists tend to focus on the what or the how, and not the why. Or, put another way: we focus on the tech not the touch. 

What is this “touch” we mention? Some call it playing politics; we lik...

August 8, 2016

We’re probably dating ourselves in referencing LL Cool J’s song, and, no– that’s not a typo. Your but (one ‘t’) is getting in the way. What do we mean? IT is often seen as the department of ‘no.’ 

It’s not that we’re actually saying ‘no’ to every request– so...

March 7, 2016

Think engineers and operators are interchangeable when it comes to solving problems? Think again. You need both, but for different types of problems. Let’s discuss. When your infrastructure encounters repeat issues, you often need an operator rather than an engineer. A...

October 19, 2015

Why do IT engineers almost universally loathe processes? It all begins with the intent of a process: to control the way an engineer performs his or her job. The vast majority of IT engineers prefer to complete their job as they believe it should be completed.


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