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The Story of My Career So Far...

I started in IT in the mid-late nineties. It was a crazy time in the industry. Id answer the level one support line and the person on the phone would say something like, I dont care what you get paid, Ill 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

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