thoughts

The Story of My Career – So Far...

I started in IT in the mid-late nineties. It was a crazy time in the industry. I’d answer the level one support line and the person on the phone would say something like, “I don’t care what you get paid, I’ll offer you twenty grand more and throw in a...

Write Comment / 0 commentsApril 08, 2020, 05:16:46 am by Craig Wilkey

Do you have a corporate taxonomy? Probably not.

How many times have you been asked about your "Corporate Taxonomy"?
I'll bet you dollars to doughnuts you don't have one.

Do you know what a taxonomy is? Can you explain how it differs from an ontology? How about the difference between a ta...

Write Comment / 0 commentsMay 18, 2018, 12:18:47 pm by Craig Wilkey

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