IT Ticket Lifecycle Superpowers
How you label your tickets can determine what tickets remain in limbo. Here is a way to analyze your ticket labeling…
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Musk Ignored EX in Twitter Takeover
A leader can’t lead if followers won’t follow, or if all the followers are fired. Here is how Elon Musk made a mistake…
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Three Takeaways from Musk’s Twitter Takeover
Sometimes, visionaries can get in their own way when they try to take control of an established IT organization. ITSM…
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Musk Might Have Miscalculated
Veteran IT service consultant Doug Rabold says that Musk may have a track record of leveling up startups. Twitter is not…
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Elon Musk: Mad Scientist or Just Mad?
Change management expert Karen Ferris believes Musk’s missteps offer object lessons on what not to do when taking the…
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Tips on Deescalating Confrontation with the Customer or Client
Recently, I happened to be involved in a situation in which the agent I was working with had just come off a call that…
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What is Keeping More Women from Success in IT
A new study examines the factors that help women succeed in the IT workplace, and the barriers that remain to achieve…
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The Psychology of Queues
Customers want to know how long the line is ahead of them. That way, they can make informed choices about whether to…
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