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Category: ITIL

Managing expectations

Some years ago, I wrote about Tom Peters‘ Formula for Success, which hinges on doing two things; promising less than you can deliver, and delivering more than you have promised. I can’t foresee a future when this will not be true, however, I think it bears expanding on. Simply put, by telling the user what to expect, we not only set their expectations, we manage them too, particularly if the user’s expectations are wildly unrealistic.

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Critical incidents: the aftermath

For many technicians, a critical incident will trigger something akin to an adrenaline response. With experience, this will give you focus and clarity of thought as the incident unfolds. However, the response can only be sustained for a limited amount of time, and once it is over, you will likely experience some tangible aftereffects.

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