Service Level Agreements: Creating Separation Between a Rock and a Hard Place
At the heart of every service is a contract. In this series of blog posts,
Operations Improvement
Why Automation Projects Fail
(And How to Fix It)
Many businesses are in a rush to deploy automation into their operations and are often
4 Cases of Tangible Business Impact for ACME’s Service Desk Operations
(* client name changed for privacy purposes) TL; DR Our tried and tested approach has
Data to Business Impact in 5-10 Days
Worry-of-the-Day Checklist: Clarify our operational risks (e.g., service outages, critical incidents, repetitive work) Determine if
Process mining lets you ‘see’ what’s actually happening across operations
Technology has enabled a world where it is increasingly difficult to see how work actually
Early Lessons in Operations from COVID-19
Now that almost everyone is working from home (WFH), it is increasingly clear that: The
Beware of the Watermelon
The use of data and advanced data science to drive business performance is certainly no
A bathtub can teach us a lot about good operations
A bit back I noticed that a small bit of paint next to a shower
Automation Reality Check
Too many organizations fall into the trap of investing heavily into automation only to have
The 3 Natural Forces of Service Operations
Service operations are complex organisms that require careful coordination across many different stakeholders, geographies, technologies