Standard plus Case: the new way to think about service response

These are exciting times for the IT Skeptic: my new approach to service response - for most readers of this blog that means Service Desk - is getting a lot of attention and positive feedback. That's because it is simple, common sense, and low cost and low impact to adopt. If you do any sort of responding to situations - incidents, requests, problems, changes, events... - then Standard+Case will help you improve.

The applicability of factory-floor techniques to IT

In my review of The Phoenix Project I questioned the applicability of factory-floor techniques to IT. There is potential to be exploited there - hence I recommended everyone read the book - but we can go too far with the application of Lean, TQM, Six Sigma etc to IT. Manufacturing techniques are only partly applicable.

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