Public record
Notes from the factory
IT analyst onboarding: how long until they're productive (and why that's a symptom, not a cause)
Most companies treat slow onboarding as a training problem. In most cases, it's actually a problem of where the knowledge lives: in a searchable base, or only in the heads of whoever has been there for years.
ReadService-Desk SLA: why the response-time metric hides the real problem
A ticket can be answered within SLA and still not actually be resolved. That gap, between deflecting a ticket out of the queue and truly solving the problem, is exactly what response-time metrics don't show.
ReadService-Desk outsourcing: what changes when the knowledge base is outsourced too
Most Service-Desk outsourcing contracts transfer people, not knowledge. In practice, that means the client is renting the same problem it already had, just with a different company name on the email signature.
ReadHow much it costs to not have a centralized knowledge base in your Service-Desk
Every ticket an analyst resolves from memory, without recording the fix somewhere searchable, is a cost the company pays again on the next identical ticket. That cost is measurable.
ReadAutomated N1 support with AI agents: how support gets smarter after every ticket
Automating N1 isn't just about faster answers. It's about turning every resolved ticket into structured knowledge that speeds up N2 on the next call. That's what we call the Company Brain.
ReadSoftware maintenance that doesn't depend on a person you can't find on the market
Most companies don't lose a system for lack of budget: they lose it for lack of someone who still understands the code. That's the specific problem we solve first.
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