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Officiousness is worse than totalitarianism

Let me put a little part of myself at stake. I’ll redirect some management fire towards myself and try to explain why doing more and enforcing to do so does exactly the opposite. And drive everyone around closer to that thin line marking where inner peace transforms into berserk rage. The key assumption is: doing […]

Whenever there is any doubt, there is no doubt

Making a professional decision based on a hunch recalls scenes from movies where action takes place in a casino with lots of flashing lights, huge bets taken and in the end – fortune wasted. It’s double-true in IT support world. Should we leave a usage of instinct to animals then? Not necessary. An effective decision […]

Do not breach an open door

Take a close look at a set of certain practices at one of the world’s top strategic consulting companies (they’ve advised most companies from Fortune 50, 100, 500, 1000, and they don’t advertise – they don’t have to). First of all, they keep a browsable database of “clean” reports from past projects (clean means no […]

Back the heck up!

Some years ago I noticed personal ad inside a bus shelter about lost laptop, with a reward guaranteed if found (someone had left it accidentally in that particular one). Begging tone did not mention value of the hardware. It was crying out loss of two years of work – files with the owner’s Master’s Thesis. […]

You have to either know how to deal with a situation, or it deals with you

“Let it go” philosophy lures with a romantic promise of relieve, but in Support things left for themselves always go the wrong direction. Nine times out of ten this wrong direction is “up” (in a chain of command) and it eventually ends high enough to go down on you in a hard way. When dealing […]

Hope for the best, but prepare for the worst

If Support was ever to have a motto, it’s the one above. The Murphy’s Laws rule our job – if there’s anything to break, it will break. If it’s unlikely to break – it will still break. It turns out that this highly reactive job requires highly proactive approach. Minimizing the element of surprise is […]

Logistics of Software Development

In my teens, I spent countless hours playing real-time strategy games, starting with Dune 2, first of the genre. I had quite a lot of fun figuring out the ways to trick opponents, lure them into traps or, my personal favourite, flank them. Toying with tactics was quite a fun, especially considering I could always […]