Soo, essentially, anyone who can't predict the future, isn't doing it right?
Many issues can be CAUSED by users/inexperience....how the hell do I rectify that situation....aside from my preferred method?
As for capturing requirements....you mean when these people aren't e-mailing support requests as they are supposed to be, while I'm on a break AWAY from work.....the breaks that all the drones get regularly?
"Help your people prioritize" and "kill time wasters"....I would love to have both of these things happen, but the people requesting help seem to think they are the only thing on the face of the earth when requesting. These two are great suggestions for a Utopian world...but, I think we all know how close we are to that!
As for a leadership failure....I don't think your average sysadmin will be surprised with that statement. Unfortunately, all of the things named here have to do with bad management dictating things like "priorities" and yelling at you saying you need to go fix Joe the Plumber's problem RIGHT NOW. (Never mind that he's unlicensed....sorry couldn't help mahself!)
/rant
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It's the same reason we have a hard time getting customers to get MSP agreements, or even back their dog-gone data up. It's in our DNA to not worry about something until there's a problem. I think they call it "confirmation bias."
I agree with the last poster. It's rarely the sysadmin's choice to live a life of firefighting. Even if it is, it's usually because he's learned the only way he's perceived as having value is if he's "heroically" saving the day.
I wish that weren't true. It tried very hard to make it not true for years. It's not going to change.
I agree with the last poster. It's rarely the sysadmin's choice to live a life of firefighting. Even if it is, it's usually because he's learned the only way he's perceived as having value is if he's "heroically" saving the day.
I wish that weren't true. It tried very hard to make it not true for years. It's not going to change.
but had to run to react to the latest fire. I can't even get the staff here to call the right number for help, we keep stressing they're supposed to call the service desk so we can prioritize but they still insist on calling the techs direct as they think they get faster response. Can't seem to make them see that every time we answer the phone it takes us that much longer to deal with the problems on the list and they actually get slower response.
As for capturing requirements, our team has a nice long list of requirements, every few months we say that we'll deal with them as soon as we've fought the latest fire - except every time we've put one out the next one has got going. Being proactive would be lovely, you have to have enough staff to keep the fires under control to have that luxury though and in the real world I can't actually remember the last time I worked anywhere with a team that was adequately staffed to allow that.
As for capturing requirements, our team has a nice long list of requirements, every few months we say that we'll deal with them as soon as we've fought the latest fire - except every time we've put one out the next one has got going. Being proactive would be lovely, you have to have enough staff to keep the fires under control to have that luxury though and in the real world I can't actually remember the last time I worked anywhere with a team that was adequately staffed to allow that.
People want...even demand..."the best technology and support available." But they don't want to pay for it. There's an old, old adage about getting what you pay for.
Edit: While I don't know who you work for, I can tell you your bosses will have to understand, and be sympathetic too, technology in general before you'll ever get your users to follow procedure. Users circumventing the channels is a very common thing.
Of course, you might want to take a good look at those channels before you make a point of pushing them. Some channels are necessary. Some are just bureaucracies established to build fiefdoms. If you're sure your channels are the right way to do things, you'll have to convince someone up the food chain.
BTW...good luck...it's easier for management to side with the masses.
Edit: While I don't know who you work for, I can tell you your bosses will have to understand, and be sympathetic too, technology in general before you'll ever get your users to follow procedure. Users circumventing the channels is a very common thing.
Of course, you might want to take a good look at those channels before you make a point of pushing them. Some channels are necessary. Some are just bureaucracies established to build fiefdoms. If you're sure your channels are the right way to do things, you'll have to convince someone up the food chain.
BTW...good luck...it's easier for management to side with the masses.
TR: reactivity to what passes -- passing off the reaction as "new" -- rather than to engender and gamble on the entirely new...
Once IT is shrunk to the point that you have only enough resources to react to fire drills, it is your life.
In my experience, IT is in reactive mode, more often than not, because senior management called the CIO/CTO/Director of IT and said: "Hey, we've just bought this equipment/software/system and want to roll it out company-wide next month. Make it work."
If it's us blokes at the sharp end , then a suitable response would be
"Thank you Captain Obvious"
If it's at the blokes at the blunt end, then I have to ask why you think you'll be successful with this message, because we've been saying it for years, and none of 'em have paid any attention as yet....
"Thank you Captain Obvious"
If it's at the blokes at the blunt end, then I have to ask why you think you'll be successful with this message, because we've been saying it for years, and none of 'em have paid any attention as yet....
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