Welcome to a site for thoughts and musings
This is where I’ll do my very best to stay calm and rational in the face of the modern creep to infantalise all adults. Where finding an owner for a service is almost as painful as searching for something in Outlook; where vendors still turn up with buzz words and AI to convince budget holders of the next big thing to save costs, while the existing customer facing service owners go unheard.
It is not all bad news. Most people want to do the right thing.
Being grumpy means you care!
Throughout this site you may note a certain degree of annoyance and grumpyness. However I do hope that you recognise that this only comes from frustration and the ultimate goal is to make end users safer and happy.
It is vital to remember that whether it is an engineering task or product, or a service request for remediation, repair or delivery, the customer just wants to get on with their life, complete their work, task or goal, and not be held up by failing product or IT.
I hope that this sentiment wins out.
Engineering
There are so many excellent quotes out there. “Build it and they will come” sticks out as I have seen so many examples where this could not be more wrong.
IT is just a tool
We all use IT in everyday life. So why is so much of it so difficult? Too many “features” and not enough thought on how someone will need it or use it.
Service as a Service.
Too often people forget that to provide a service you need to plan and manage the element of support. e.g. the pain of using linux MAN pages.
Customer is king
..even when they are wrong. Our job is not to make people feel stupid, but to help them feel empowered. No matter how difficult that may be. Remember to be kind.