Here at Toronto City Council for the budget meeting!
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@nev from an IT standpoint, formalizing your KPIs and SLAs is a Good Thing. Once you've agreed on where the number should be, you can prove whether or not things are being done.
@WanderingBeekeeper While I agree in principle, I also object to IT people trying to extend their knowledge to the rest of society
@nev Fair, there's been a lot of toxicity carried that way. In my defense, the concept comes from hardware engineering, and was adopted by IT. The Japanese rail system would perhaps be a better reference for the concept. Their implementing the point-and-call process has created a safety record that is the envy of other nations.
@WanderingBeekeeper yes, that is fair, I think we could all learn things from Japanese transit
