When working tech support, it is often tempting to give short answers to a ticket, in order to get on to the next ticket. This tendency is particularly problematic when responding in the negative to a request. Though understandable, we should fight this tendency. I have three specific reasons why it’s important, but I would also like to note that this is closely linked to Continual Service Improvement in ITIL, or the Improvement kata in DevOps.
Tag: tech support
Many techs will agree with me in preferring higher-intensity periods to lower-intensity ones – as long as the workload doesn’t exceed capacity. There is a simple reason for this; when there is a lot going on, you simply can’t afford to procrastinate, and so you’re forced to do your work as efficiently as possible.