Re: Do you have a Knowledge Officer?

On Sat, 29 Sep 2007 10:28:24 -0700, Alistair <alistair@xxxxxxxxxxxxxxxxxxxxx> wrote:

As for Robert's 4-hour escalation in the knowledge free guru
environment: when I worked on a support team we were held to 30
minutes before being ceremonially dis-embowelled (failure was not
tolerated).

Every ticket reports a failure. If they don't fix the underlying cause, if they're happy
with making the symptom go away, then failure IS tolerated.

Frequent failures are not a fact of life. When they're manaaged right, frequency can be
reduced to about one per month.
.