Tag: problem-solving

the many worlds of quantum physics: a guide to understanding reality’s unseen layers

Quantum physics suggests the Many Worlds Interpretation (MWI), where every quantum event creates separate universes for every possible outcome. Formulated by Hugh Everett, MWI contradicts traditional views on quantum mechanics, implying infinite parallel universes exist, affecting interpretations of determinism and free will. Popular culture often reflects this concept, as MWI remains a profound scientific and philosophical discussion point.

the swarm solves : fictious scenario

In the dynamic realm of IT support, the swarming approach is transforming how complex problems are tackled. This blog presents a fictional dialogue among four swarm team members as they navigate a challenging IT issue. Through their conversation, we'll see the power of collaborative problem-solving in action. The Scenario: Sudden Network Slowdown The Issue: A … Continue reading the swarm solves : fictious scenario →

using the “upload custom apps” option for microsoft teams bots

Managing the "Upload custom apps" option in Microsoft Teams for specific users can be a bit intricate but is certainly feasible with the right approach. Here's a breakdown of the process, drawing from the latest information available (as of December 2023): Step-by-Step Guide to Restricting Custom App Uploads in Teams Access the Teams Admin Center: … Continue reading using the “upload custom apps” option for microsoft teams bots →

microsoft teams bot access in the new and old client

In the ever-evolving world of Microsoft Teams, it's essential to stay updated with how certain features, especially bots, are managed and accessed. Recently (as of early December 2023), there have been notable shifts in how bots are accessed in Teams, particularly in relation to direct links and custom app policies. Let's delve into these changes … Continue reading microsoft teams bot access in the new and old client →

OODA loop: a dynamic approach to technical support planning

Just as a whirlwind of activity is expected in the world of technical support, so too are solutions anticipated with a blend of speed and accuracy. This leads us to explore the OODA loop - an insightful approach for strategic planning that hails from the military. OODA, which stands for Observe, Orient, Decide, and Act, … Continue reading OODA loop: a dynamic approach to technical support planning →

effective case management: a comprehensive guide for it support professionals

Within the dynamic sphere of IT technical support, the efficacy of case management systems hinges significantly on the quality of log entries. A well-crafted log entry is akin to a story — it tells the reader what happened, what is happening, what's expected next, who's responsible, and crucially, when the next action is due. This … Continue reading effective case management: a comprehensive guide for it support professionals →

embracing the “a” of CBT: a deep dive into activating events

The world of Cognitive Behavioural Therapy (CBT) is a veritable kaleidoscope of interventions and techniques. Among these, the ABC model holds prominence, serving as a fundamental framework to understand the interplay of thoughts, emotions, and behaviours. This article focuses on the first part of this model, the 'Activating Event', or 'A'. Defining the Activating Event … Continue reading embracing the “a” of CBT: a deep dive into activating events →

overcoming the fear of difficult tech support calls: a practical guide to exposure therapy

In the demanding world of technical support, dealing with difficult customers is an inevitable part of the job. However, for some, this aspect of the role can be a source of significant stress and anxiety. This is where Cognitive Behavioural Therapy (CBT), specifically exposure therapy, can be a game-changer. This technique involves gradual, repeated exposure … Continue reading overcoming the fear of difficult tech support calls: a practical guide to exposure therapy →