CHAPTER 13: KNOWLEDGE WANTS TO BE FREE

“Are we waiting for Molly and Art”? I asked, as Sergiu rifled through the folders on his desk.

He shook his head. “No, this is just between you and me. We need to have an important conversation.”

That didn’t sound very good to me. I had brought all the information we’d collected about the service desk KPI process, on the assumption we were going to go through our progress and the next steps.

Sergiu opened the one I had prepared about service desk KPIs. “I’ve looked through your presentation, and I was a little bit surprised at what I read. Shifting the focus from the service desk to the entire company, is quite an expansion of the scope of your assignment. That is very questionable behavior given one of ...

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