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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 […]

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 […]

Intelligence officers get no champagne rooms

The myth says that unfulfilled developers end up in support. You’d agree to that, wouldn’t you? We don’t like it, but we don’t care much about it either. And apart from that, you don’t tend to hear much else about us, do you? Well, you will – when a major failure occurs and you hear […]

SPK

  In a big city, just like in support, the important thing is communication. Communication skills are the key features of a good support specialist. When communication fails in a support team, one can compare it to sand getting slowly to cogs of a machine, which seizes up after some time. Therefore, communication should be […]

The sisters value and quality

Today let me shed a little more light on two aspects of work in support that are very important to me, namely the value and quality. Both of these features constitute a certain benchmark to me that adds the meaning to the effort of all people involved in the work for the customer’s system.  Both […]