We Deleted Two Hundred Virtual Machines and Kept Paying for Their Disks
Last year we finished moving the last of our older applications off virtual machines in the cloud and onto managed services. As each application mov…
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Seven People Who No Longer Worked for Us Could Still Post as the Company
Our company has pages on LinkedIn, Facebook and Instagram and a channel on YouTube, and for years they were run by the marketing team with no involv…
Our Freezer Scanners Were Dead by Ten Because Nobody Counted Battery Charges
Two of our depots run frozen chambers for a food client, held at around minus twenty two degrees. Pickers in those chambers carry the same handheld…
Every Depot Signs In at Six and We Had Sized for the Hour
The morning shift at most of our depots starts at six. For years that meant very little to my team, because the capacity plan for the warehouse syst…
Nineteen of Our Shared Mailboxes Were Being Read by Nobody
In April a customer complained to our managing director that he had been writing to us about a damaged pallet for seven weeks without a reply. He ha…
The Comparison Is No Longer the System We Replaced
We replaced our expenses system in 2024. The one before it was genuinely awful, the new one is competent, and the satisfaction score barely moved. I…
A Folder Vanished and Both Sides Thought the Other Had a Copy
A project team asked us in September to restore a folder they had deleted in July. It held about six weeks of design material for work that had sinc…
Approving a Project Cost Nothing, So We Approved Everything
We had forty-one live projects at the start of this year. A realistic assessment of what my department can run concurrently, with the people we actu…
If the Job Cannot Show What It Did, Somebody Will Do It Again
Our provisioning job has worked reliably for years. It also gets checked by hand, every single time, by the engineer who triggered it, who opens the…
Twelve Months After Go Live, No One Measured the Savings We Promised
The business case for our workflow platform promised savings of around four hundred thousand a year, made up of reduced manual handling, fewer error…
The Cheapest Part of That Migration Was the Compute
The business case for moving our analytics platform was built almost entirely on instance pricing. Somebody had compared the cost of our on-premises…
Our Backup System Had the Keys to Everything It Backed Up
We passed the tabletop exercise on backups for years. Offsite copies, tested restores, documented retention. The thing we never examined was how the…
We Were Measured on Tickets Closed, So We Stopped Fixing Causes
For two years my team's performance was reported upward as tickets closed per week and average time to close. Both numbers improved steadily through…
A Forty Minute Pipeline Changes How People Work
Nobody ever complained about it directly. The pipeline took a little over forty minutes end to end, which had crept up gradually from about eight, a…
The On-Call Rotation That Quietly Burned Out Its Best People
The most reliable system I ever helped run was held together by three people who were slowly falling apart. On paper the on-call rotation looked hea…