Welcome!

SDN Journal Authors: Elizabeth White, Yeshim Deniz, Liz McMillan, Pat Romanski, TJ Randall

Related Topics: @CloudExpo, Java IoT, Microservices Expo, Agile Computing, Cloud Security, SDN Journal

@CloudExpo: Article

Cloud Computing: Help Desk Disasters

Saving nickels and wasting dollars should not be rewarded by bonus or promotion.

So many organizations switched to third-party help desk solutions without really putting in place any performance measures or tracking mechanisms to really measure how good - or bad - the support is.

Some executives got a big bonus for "thinking out of the box" and coming up with a cost-cutting initiative to outsource IT help desks. Those same executives do not want to hear all the complaints of people getting no results and wasting a lot of time in repetitive phone calls as well as no solutions to their problems. Even routine problems become time-consuming nightmares because the third-party support person on the other end doesn't understand the caller or the caller just doesn't understand them.

Was it a good solution for IT support? You may have saved some money on technical support costs, but how much executive time are you wasting everyday because the executive cannot get closure on a problem that would have been a routine (and short) support call? If you do an analysis, it's a clear failure.

Executives who made the decision would rather look the other way at a growing and costly problem. Is that considered leadership today in corporations? Not in my book.

First Step: Admit There Is a Problem
Most organizations won't go back and do an analysis on what they have put in place. Do a post-implementation review - if you even know what that is. (What I have seen in several organizations, the person who is supposed to have a strong, global view doesn't even have a grasp on what good systems implementation is all about. How and why did they get promoted into a leadership position?)

No one wants to see that their great decision was a costly failure as well as a waste of time for people trying to get their work done.

Stop looking the other way and trying not to acknowledge that there is a huge problem at many organizations with the lack of people knowing what they are doing in the support areas. They don't.

In talking to people from three different major banks, they all agree that their IT support sucks. Is that a clear enough description by those of you who live by politically correct corporate-speak?

Instead of flowery euphemisms and claiming that the savings outweigh the "small difficulties", face the facts. It is a disaster and by not fixing it, you are propagating the problem as well as losing money every day.

Typical problems encountered:

  • Can't hear the support person. The connection is bad.
  • Can hear the support person, but cannot understand them.
  • Can hear the support person, but they don't understand you.
  • Have to ask to speak to someone else because nothing is being done.
  • If there is a trouble ticket issued, they try to close it out before you get a resolution so their "problem resolved" numbers look good.
  • Making multiple calls for the same problem because it has not been resolved.
  • Other: You tell me - you know these issues are at your organization.

You're Losing Money - Fix the Problem
Let's be politically accurate. If you are in-charge of the IT area or the IT support area, get your head out of the sand. It ISN'T working. Look for a fix.

If you have a non-technical employee making $80,000- $250,000 getting a time-consuming run-around from a $20,000-$30,000 "technician," instead of a quick solution from a $60,000- $80,000 "technician," are you really saving money? How many wasted hours are acceptable per month? Half hour per executive? One hour per executive? Go to your boss or the corporate board of directors and ask how much wasted time per executive is acceptable?

Biggest complaints from the highly paid executives who have to deal with your "cost saving" support (my comments next to them):

  • I wasted my time with this person for several hours, got the resolution from someone else in 4 minutes. (Calculate the wasted time of the executive. Did you REALLY save the company any money on that call?)
  • I was so frustrated I ran this up my organization's management in order to get someone working on this resolution. (So let's see, instead of wasting one executive's time, your ingenuous "cost savings" initiative tripped up several executives into getting involved in what should have been a routine fix)
  • They cut the Network support staff and a security patch that should have been applied was pushed back. ALL the executive laptops that were connected on to the Corporate network had their hard drives wiped clean. Most of us did not have back-ups. (So letting go a couple of $40-$50,000 technicians made you "look good" at the bottom line. Now go back and add up ALL the wasted time you cost the company because all the executives lost all their work on their hard drives and probably will take weeks, if not more, to try to restore all that lost work - if they can. You think this is a "corporate urban legend"? This actually happened at a big-name company and no one ever went back to calculate all the time lost.)

It's time to sit down and do some evaluations. Better yet, get rid of those who don't understand systems implementation or the idea of having a sense-of-urgency in keeping the organization moving forward.

•   •   •

Carlini's book, "Location, Location, Connectivity" will be coming out later this year.

Follow daily Carlini-isms at www.TWITTER.com/JAMESCARLINI

Copyright 2014 - James Carlini

More Stories By James Carlini

James Carlini, MBA, a certified Infrastructure Consultant, keynote speaker and former award-winning Adjunct Professor at Northwestern University, has advised on mission-critical networks. Clients include the Chicago Mercantile Exchange, GLOBEX, and City of Chicago’s 911 Center. An expert witness in civil and federal courts on network infrastructure, he has worked with AT&T, Sprint and others.

Follow daily Carlini-isms at www.twitter.com/JAMESCARLINI

Comments (1)

Share your thoughts on this story.

Add your comment
You must be signed in to add a comment. Sign-in | Register

In accordance with our Comment Policy, we encourage comments that are on topic, relevant and to-the-point. We will remove comments that include profanity, personal attacks, racial slurs, threats of violence, or other inappropriate material that violates our Terms and Conditions, and will block users who make repeated violations. We ask all readers to expect diversity of opinion and to treat one another with dignity and respect.


CloudEXPO Stories
Dynatrace is an application performance management software company with products for the information technology departments and digital business owners of medium and large businesses. Building the Future of Monitoring with Artificial Intelligence. Today we can collect lots and lots of performance data. We build beautiful dashboards and even have fancy query languages to access and transform the data. Still performance data is a secret language only a couple of people understand. The more business becomes digital the more stakeholders are interested in this data including how it relates to business. Some of these people have never used a monitoring tool before. They have a question on their mind like "How is my application doing" but no idea how to get a proper answer.
DXWorldEXPO LLC announced today that Big Data Federation to Exhibit at the 22nd International CloudEXPO, colocated with DevOpsSUMMIT and DXWorldEXPO, November 12-13, 2018 in New York City. Big Data Federation, Inc. develops and applies artificial intelligence to predict financial and economic events that matter. The company uncovers patterns and precise drivers of performance and outcomes with the aid of machine-learning algorithms, big data, and fundamental analysis. Their products are deployed by some of the world's largest financial institutions. The company develops and applies innovative machine-learning technologies to big data to predict financial, economic, and world events. The team is a group of passionate technologists, mathematicians, data scientists and programmers in Silicon Valley with over 100 patents to their names. Big Data Federation was incorporated in 2015 and is ...
All in Mobile is a place where we continually maximize their impact by fostering understanding, empathy, insights, creativity and joy. They believe that a truly useful and desirable mobile app doesn't need the brightest idea or the most advanced technology. A great product begins with understanding people. It's easy to think that customers will love your app, but can you justify it? They make sure your final app is something that users truly want and need. The only way to do this is by researching target group and involving users in the designing process.
Whenever a new technology hits the high points of hype, everyone starts talking about it like it will solve all their business problems. Blockchain is one of those technologies. According to Gartner's latest report on the hype cycle of emerging technologies, blockchain has just passed the peak of their hype cycle curve. If you read the news articles about it, one would think it has taken over the technology world. No disruptive technology is without its challenges and potential impediments that frequently get lost in the hype. The panel will discuss their perspective on what they see as they key challenges and/or impediments to adoption, and how they see those issues could be resolved or mitigated.
CloudEXPO New York 2018, colocated with DevOpsSUMMIT and DXWorldEXPO New York 2018 will be held November 12-13, 2018, in New York City and will bring together Cloud Computing, FinTech and Blockchain, Digital Transformation, Big Data, Internet of Things, DevOps, AI and Machine Learning to one location.