Choosing What to Fix First
A programme that fixes everything fixes nothing. Two questions that order the list better than severity does.
Fixing
Fixing things
Order by total time cost rather than severity. That ordering usually differs sharply from the complaint ordering.
7 notes
Fixes That Need No Budget
A dozen changes that cost only somebody's attention, each of which routinely produces a measurable improvement.
The Slow Login Problem
The most common fixable friction, taken apart phase by phase, with what each phase usually costs and how to reduce it.
Application Sprawl and Switching Cost
More tools is not more capability. What the count costs, and how to reduce it without removing something people need.
Access Requests and Waiting
The friction that costs days rather than minutes, sits outside IT's control, and is fixable without any technology.
The Service Desk as a Signal
Ticket volume is treated as a workload to manage. It is better treated as a measurement of what is broken.
Measuring Whether the Fix Worked
Most improvements are claimed rather than demonstrated. Four steps that make the claim survive a question.