Notes

Field notes on running the operation.

Jul 6, 2026
Behind is recoverable. Off the system isn't.
A four-day escalation backlog nearly pushed the service desk back to manual firefighting. Why abandoning the system is the one unrecoverable move, and the five-minute protocol that replaced the silent workaround.
Jul 8, 2026
The safety binder that nearly stalled the service desk
A field tech at one of my clients inhaled chemical fumes on a job. Every truck needed a safety binder, and the service desk nearly lost a week to it.