Operational thinking from twenty years on the front line of IT leadership
Chris Malyon writes for engineering leaders done treating support as a cost centre - drawing on two decades running high-pressure IT operations and the framework behind Changing the Game.
LeadershipThe Human Element
Your team is a complex jigsaw puzzle, not a wall of identical square bricks.
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LeadershipThe Operational Shift
We hire brilliant problem-solvers, and then we force them to do data entry.
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LeadershipThe Watermelon Effect
Is your Service Desk suffering from the Watermelon Effect? 🍉 Green on the outside, completely red on the inside.
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LeadershipAnnouncement
We spend millions tuning our servers to perfection, but we still try to manage our people with a stick.
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LeadershipThe Transparency Shift: Rethinking How We Develop Our Teams
Ask yourself: when was the last time you looked at your team’s development plan? Better yet—do you actually have a development plan, or do you just have a training checklist?
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AutomationBuilding Multi-Agent Workflows for Level 1 Triage
Stop wasting engineer time on password resets. Here is how to construct a robust AI triage layer.
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LeadershipHow to Win the SDI 'Service Desk of the Year' Award
A tactical breakdown of the roadmap we used to transform our service delivery and capture industry recognition.
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