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Any serious IT operation...
...needs a good ticket system.
I'm an advocate of OTRS with the ITSM plugins for change management.
If your management thinks you should be doing the "headless chicken" thing....to borrow Tommy's phrase...and responding to every user grab because they don't want a process, I promise you you'll soon be ready to leave that job.
You controlling tech...not the other way around...is what it's about. Having a keyword searchable ticket system, assuming the techs actually document the problems thoroughly, is invaluable to avoid reinventing the wheel for recurring problems, and getting additions to things like your FAQ's.
Of course users don't like it because they want your attention right now. They want to go the head of the line. It's up to management to decide how the priority structure should work. This is usually where the problem is. Management tends to want everything for nothing...just like the rest of us. But scapegoating IT by using the users' lack of technology knowledge is too easy and available to not take advantage of.
I'm an advocate of OTRS with the ITSM plugins for change management.
If your management thinks you should be doing the "headless chicken" thing....to borrow Tommy's phrase...and responding to every user grab because they don't want a process, I promise you you'll soon be ready to leave that job.
You controlling tech...not the other way around...is what it's about. Having a keyword searchable ticket system, assuming the techs actually document the problems thoroughly, is invaluable to avoid reinventing the wheel for recurring problems, and getting additions to things like your FAQ's.
Of course users don't like it because they want your attention right now. They want to go the head of the line. It's up to management to decide how the priority structure should work. This is usually where the problem is. Management tends to want everything for nothing...just like the rest of us. But scapegoating IT by using the users' lack of technology knowledge is too easy and available to not take advantage of.
Posted by tbmay
26th Apr 2012
