thoughts

Three is a Magic Number – The Power of Tension Metrics

So, there was a brief Twitter exchange a few weeks back, in which one IT Service Management professional was calling another ITSM professional out on the claim that, “If you improve 1st call resolution, I guarantee you'll improve customer satisfaction.”

Write Comment / 0 commentsJune 22, 2017, 08:41:57 am by Craig Wilkey

Machine Consciousness: Just a matter of Information Integration?

A while back, Matthew Davidson wrote an article for The Conversation (a unique and interesting site that functions in the space somewhere...

Write Comment / 0 commentsMarch 13, 2017, 07:31:55 am by Craig Wilkey

The Next Evolution in Knowledge Management: Wisdom Mapping

I created this eight-minute video in part for work, and in part because I got tired of people asking me what I did for a living, and not being able to answer them.

So, this is my job: Wisdom...

Write Comment / 0 commentsMarch 03, 2017, 11:02:01 am by Craig Wilkey

The Ultimate Objective of Knowledge Management

Ask most IT Service Management professionals about the objective of Knowledge Management and they will respond with some variation on the theme of "Getting the right information to the right person in the right place at the right time".
I don't think ...

Write Comment / 0 commentsSeptember 22, 2016, 12:24:29 pm by Craig Wilkey

Apopheniphbia Awareness Campaign Launch

Apophenia is the propensity to see patterns in random data. It was first coined in 1958 by Klaus Conrad – a German neurologist and psychiatrist who, perhaps a little ironically, was attempting to identify early indicators of psychosis.
An apophany...

Write Comment / 0 commentsSeptember 07, 2016, 07:58:42 am by Craig Wilkey