Report Offensive Message
Actually they do give a rodent's posterior
for how much work we have to do.
When they have to pay for it.....
In order to save money in IT, you have to invest.
As IT changes all the time, or more correctly what people expect from it changes all the time, investment has to be a constant as well.
Shifting perceptions is a valid point. But
So if you rang me up for support and I said.
RTFM you muppet, you'd be upset.
If I told you where the manual was, how to use it, talked you through your current issue, you'd be upset.
After all the manual cost money to write an deploy and was meant to cut support calls....
Basically waht you want as a manager and as a customer of support are contradictory. When you worked in IT (as oposed to managed
) it was the contradictions that made you upset.
When they have to pay for it.....
In order to save money in IT, you have to invest.
As IT changes all the time, or more correctly what people expect from it changes all the time, investment has to be a constant as well.
Shifting perceptions is a valid point. But
So if you rang me up for support and I said.
RTFM you muppet, you'd be upset.
If I told you where the manual was, how to use it, talked you through your current issue, you'd be upset.
After all the manual cost money to write an deploy and was meant to cut support calls....
Basically waht you want as a manager and as a customer of support are contradictory. When you worked in IT (as oposed to managed
) it was the contradictions that made you upset. 
Posted by Tony Hopkinson
26th Apr 2012
