One of the promises of the work in areas like DevOps is to make the flow of knowledge between areas like development, operations, and support easier and quicker. As I said in my blog, Mind the Gap, “Devops is not only the application of agile approaches to operations that have been hugely successful in development organizations. It is also the attempt to bring these organizations together so the agile practices make the gap between them easier to overcome.”
As a support executive, you are probably painfully aware of how important it is for your team to share what they know. You’ve spent thousands (and for larger organizations, tens and hundreds of thousands) on knowledge management. But you’re not seeing the progress. Not getting the results you saw when you launched your knowledge program.
The Open Customer Metrics Framework V1 has arrived.
When you look at the top trends in technology for 2016, everyone still comes back to big data (Gartner calls it the “information of everything”). This is one of the areas where support organizations have been way ahead of the curve. We measure everything. And, most support executives see nearly all of those measures. But just like the Gartner headline suggests, how do we get from seeing everything to getting usable information on everything? As executives, one of our biggest challenge is to get our teams to focus on what really matters because of the ready availability of everything.