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Notes from the IT floor
Writing on AI support, IT operations, and building calm IT for growing companies.
Product thinking2026-07-01·5 min
IT support should escalate like a department, not deflect like a bot
Deflection is a support metric. Resolution is an IT metric. The difference decides whether your team trusts the tool in front of them.
Read postOperations·2026-06-15·4 min
Onboarding is an IT problem before it is an HR problem
A new starter’s first day is decided a week earlier — by whether accounts, licences and hardware actually got provisioned.
AI·2026-05-28·6 min
What “grounded AI” actually means for your helpdesk
The difference between an AI that answers from your runbooks and one that answers from the internet is the difference between an employee and a stranger.