/ Insights
Field notes from the facility.
Operator writing on hardware lifecycle, downtime economics, and the device lifecycle — from onboarding to certified destruction. Written by the people who run the work.
- Operating Model7 min read
How Much of Your Service Desk Is a Logistics Problem?
A meaningful share of what you call "IT support" isn't a support problem at all. It's inventory and movement, misclassified as troubleshooting. Here's how to find your own number.
Read → - Operating Model6 min read
Where Breakfix Labor Actually Goes
Same failure, different modality. Diagnose-in-real-time keeps the user waiting while support hours pile up on the customer's side. Swap-then-diagnose moves the same repair onto a bench, in batch — the labor isn't accelerated, it's removed from the customer's side of the wall.
Read → - Cost of Downtime6 min read
The Downtime Ledger: What a Dead Device Costs
Every fleet has two ledgers. The one finance sees records what devices cost to buy. The one nobody keeps records what devices cost when they stop. The second ledger is always larger.
Read → - Surya Critical6 min read
Beyond Laptops: Finding the Devices That Stop the Operation
Your asset register treats every endpoint the same. Your operation doesn't. Three tests separate the devices that merely inconvenience someone from the ones that stop revenue when they die — and the second group deserves a different program.
Read → - Cost of Downtime7 min read
The FTE Math of a Device Program
A device logistics program should be evaluated against the support labor it removes, not against the shipping spend it replaces. Here's the worksheet — filled in with your own numbers, not ours.
Read → - Operating Model6 min read
Fleet Physics: The One Number That Sizes Everything
Movements per device per year is the primitive that sizes spare pools, warehouse throughput, headcount, and budget. Everything else in a device program is downstream of it.
Read → - Healthcare6 min read
A Practitioner Without a Working Device Is Care You Can't Deliver
Multi-site healthcare runs on thin IT and full schedules. When a device dies at a clinic forty minutes from the nearest technician, the schedule doesn't wait. Here's what device recovery looks like when it's engineered for care delivery.
Read → - Operating Model7 min read
What's Left of the Service Desk
Two forces are hollowing out the traditional L1/L2 model at the same time: AI assistants are absorbing the software half of tickets, and the physical half moves to a logistics operation. The middle doesn't survive.
Read → - Manufacturing6 min read
A Dead Machine Is Product That Doesn't Ship
The endpoints on a plant floor get managed like office laptops and fail like production equipment. That mismatch is where line-minutes go to die — and it's fixable with logistics, not software.
Read → - Private Equity6 min read
Day One, Everyone Works: Device Logistics for Roll-Ups and Carve-Outs
The integration plan has workstreams for finance, systems, and branding. The workstream that decides whether day one *feels* like a functioning company is the one that usually isn't in the plan: getting a working device in front of every employee.
Read → - Operations6 min read
Swap, Don't Troubleshoot: The Case for Spare Pools
Every hour spent diagnosing a device in front of its user is the most expensive hour in IT. The airlines solved this decades ago: exchange the unit, restore the operation, and do the diagnosis where nobody's waiting.
Read → - Offboarding6 min read
The Laptop You Never Got Back
Every company with a remote workforce is accumulating a shadow fleet: devices assigned to people who no longer work there. It's a cost problem, a data problem, and an audit problem — and it exists because nobody owns the return.
Read → - Onboarding5 min read
A New Hire's First Day Is a Logistics Event
The offer letter is signed weeks before day one. The laptop still isn't ready. That gap isn't an IT effort problem — it's what happens when a supply-chain event gets handled as a ticket.
Read → - Compliance6 min read
Chain of Custody: The Answer to Every Question an Auditor Will Ever Ask About a Device
Sooner or later, someone official asks: where is this device, who has touched it, and can you prove the data on it was destroyed? There are only two possible answers — a file, or a scramble.
Read → - Operating Model6 min read
Should Your IT Team Run a Warehouse?
Every company above a certain size runs a device warehouse. Most just haven't admitted it — which is why it's a closet, staffed by nobody, run without receiving, inventory, or custody. The question isn't whether to run the warehouse. It's who should.
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