We hire brilliant problem-solvers, and then we force them to do data entry.
Triage Trap Operational Shift
We hire brilliant problem-solvers, and then we force them to do data entry.
I call it the Triage Trap. Every minute an engineer spends acting as an administrative router—guessing ticket categories from drop-down menus, figuring out sub-types, and debating subjective priorities—is a minute stolen from delivering True Value.
Traditional automation couldn't fix this because it couldn't understand human nuance. But the game has changed. Today, intelligent, automated workflows can read intent, categorize accurately, and route tickets instantly.
We can finally give the administrative rubble to the machine, and give the complex problem-solving back to the engineer.
Changing the Game maps out exactly how to eliminate the operational noise that drains your team's energy.
Releasing July 1st.
🚀 Secure your pre-order: https://www.amazon.co.uk/dp/B0H66WFJXC
🚀 Explore the framework: https://www.thesquishybit.co.uk
Chris Malyon
Chris writes about engineering capacity, leadership, and what it actually takes to build high-trust IT teams. He's the author of Changing the Game and speaks regularly on MSP and enterprise IT transformation.
Connect on LinkedIn ->
