Posts made in September, 2012

  

Avoiding Outrage Over Outages

When outages – also known as service disruptions – happen to I.T. services, the response from the organization providing the service is the most important factor in determining the level of outrage felt by consumers of the service. Responses can be grouped into three main categories inspired by ITIL: Incident Communication: The information provided to […]

The Difficulty of Making Good Recommendations

Recently I have been doing an architectural assessment of an application for an organization I have not worked with before. As I have been writing up my findings, I have noticed that the portion of my analysis causing the most difficulty for me is in coming up with recommendations. Why is this? In this context […]