Rob Addy

A member of the Gartner Blog Network

Entries Tagged as 'Support Technologies'

The Support Innovators Dilemma

by Rob Addy  |  December 10, 2012  |  1 Comment

Support innovation is non-trivial i.e. hard. So many potential projects… So little time… How can you secure funding to innovate your services if the business still see you as “just” the annuity laden cash cow? Even if you have funding there are still far more questions than answers. How should you utilize your limited resources? […]

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Category: Support Value Technologies Underpinning Support     Tags: , , , ,

Observed behaviors reveal more than solicited opinions

by Rob Addy  |  November 28, 2012  |  Submit a Comment

Ask someone a question and they will probably give you an answer. And therein lies the problem. Will it be an open, honest and frank response? Maybe. But then again, they may be telling you what they think you want to hear. Worse than that, they may over think the thing and be telling you […]

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Category: Customer Experience Support Processes     Tags: , , ,

The Ascent of Knowledge Mountain

by Rob Addy  |  November 25, 2012  |  4 Comments

Knowledge is power. Everyone “knows” that. But how does one attain it? There are no easy answers to that one. Analytical prowess will be the battleground for service providers in 2013 and beyond. Are you ready to take the statistical fight to your competitors or will you be on the back foot when the time […]


Category: Support Strategy Technologies Underpinning Support     Tags: , , , ,

An Ode to Crowdsourcing

by Rob Addy  |  August 9, 2012  |  2 Comments

A while back I brutalized a Kipling classic in the name of Product Support. Well, now it’s Wordsworth’s turn. “I Wandered Lonely as a Cloud” gets a revamp in aid of the myriad of knowledge marketplaces and developer exchanges that are now prevalent across the globe… Talent and expertise are no respecters of creed, geography […]


Category: Support Strategy Technologies Underpinning Support     Tags: , , , , ,

Bogus Benchmarking Brings Bedlam!

by Rob Addy  |  March 28, 2012  |  Submit a Comment

Benchmarking data is a powerful tool. But it can be misused just as any tool can. Benchmarking data is meaningless unless the comparison is against something very very similar to a particular providers operation. Comparing restoration times for servers against switches against PCs against consumer electronics is bogus. Even within these asset classes it is […]

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Category: Support Operations Support Processes     Tags: , , , , ,

Prediction Provides Questions; Not Answers

by Rob Addy  |  February 6, 2012  |  4 Comments

December 2012 marks the end of a time period in the Mesoamerican Long Count calendar. Some believe this is because the world will end. Unix time ends on Tuesday, 19th January 2038. So assuming we are all still here next February, should we believe that the world will end in 2038? Did the POSIX committee […]


Category: Support Processes Support Strategy Technologies Underpinning Support     Tags: , , , , , , , ,

The Red Kipper flies at midnight!

by Rob Addy  |  January 20, 2012  |  Submit a Comment

…Shsssh! Don’t tell anyone, but “they” have inadvertently given me a login and password for the Gartner Bloggers Network. Not too sure who “they” are exactly but whoever they are they scare me. Obviously, it’s an administrative error and somewhere in Gartner Towers there is an earnest analyst figuratively running to his or her inbox […]

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Category: Support Strategy Support Value     Tags: , , , , , , , , , , , , , , , , , , , , , , , , , , ,