|By James Carlini||
|February 4, 2014 11:00 AM EST||
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
Get deep visibility into the performance of your databases and expert advice for performance optimization and tuning. You can't get application performance without database performance. Give everyone on the team a comprehensive view of how every aspect of the system affects performance across SQL database operations, host server and OS, virtualization resources and storage I/O. Quickly find bottlenecks and troubleshoot complex problems.
Dec. 6, 2016 12:30 PM EST Reads: 2,088
"Dice has been around for the last 20 years. We have been helping tech professionals find new jobs and career opportunities," explained Manish Dixit, VP of Product and Engineering at Dice, in this SYS-CON.tv interview at 19th Cloud Expo, held November 1-3, 2016, at the Santa Clara Convention Center in Santa Clara, CA.
Dec. 6, 2016 12:30 PM EST Reads: 998
An IoT product’s log files speak volumes about what’s happening with your products in the field, pinpointing current and potential issues, and enabling you to predict failures and save millions of dollars in inventory. But until recently, no one knew how to listen. In his session at @ThingsExpo, Dan Gettens, Chief Research Officer at OnProcess, discussed recent research by Massachusetts Institute of Technology and OnProcess Technology, where MIT created a new, breakthrough analytics model for ...
Dec. 6, 2016 12:28 PM EST
SYS-CON Events has announced today that Roger Strukhoff has been named conference chair of Cloud Expo and @ThingsExpo 2017 New York. The 20th Cloud Expo and 7th @ThingsExpo will take place on June 6-8, 2017, at the Javits Center in New York City, NY. "The Internet of Things brings trillions of dollars of opportunity to developers and enterprise IT, no matter how you measure it," stated Roger Strukhoff. "More importantly, it leverages the power of devices and the Internet to enable us all to im...
Dec. 6, 2016 11:45 AM EST Reads: 263
"At ROHA we develop an app called Catcha. It was developed after we spent a year meeting with, talking to, interacting with senior citizens watching them use their smartphones and talking to them about how they use their smartphones so we could get to know their smartphone behavior," explained Dave Woods, Chief Innovation Officer at ROHA, in this SYS-CON.tv interview at 19th Cloud Expo, held November 1-3, 2016, at the Santa Clara Convention Center in Santa Clara, CA.
Dec. 6, 2016 11:15 AM EST Reads: 414
DevOps is being widely accepted (if not fully adopted) as essential in enterprise IT. But as Enterprise DevOps gains maturity, expands scope, and increases velocity, the need for data-driven decisions across teams becomes more acute. DevOps teams in any modern business must wrangle the ‘digital exhaust’ from the delivery toolchain, "pervasive" and "cognitive" computing, APIs and services, mobile devices and applications, the Internet of Things, and now even blockchain. In this power panel at @...
Dec. 6, 2016 11:00 AM EST Reads: 561
Effectively SMBs and government programs must address compounded regulatory compliance requirements. The most recent are Controlled Unclassified Information and the EU's GDPR have Board Level implications. Managing sensitive data protection will likely result in acquisition criteria, demonstration requests and new requirements. Developers, as part of the pre-planning process and the associated supply chain, could benefit from updating their code libraries and design by incorporating changes. In...
Dec. 6, 2016 10:30 AM EST Reads: 1,171
"Venafi has a platform that allows you to manage, centralize and automate the complete life cycle of keys and certificates within the organization," explained Gina Osmond, Sr. Field Marketing Manager at Venafi, in this SYS-CON.tv interview at DevOps at 19th Cloud Expo, held November 1-3, 2016, at the Santa Clara Convention Center in Santa Clara, CA.
Dec. 6, 2016 10:30 AM EST Reads: 957
"ReadyTalk is an audio and web video conferencing provider. We've really come to embrace WebRTC as the platform for our future of technology," explained Dan Cunningham, CTO of ReadyTalk, in this SYS-CON.tv interview at WebRTC Summit at 19th Cloud Expo, held November 1-3, 2016, at the Santa Clara Convention Center in Santa Clara, CA.
Dec. 6, 2016 10:15 AM EST Reads: 543
Financial Technology has become a topic of intense interest throughout the cloud developer and enterprise IT communities. Accordingly, attendees at the upcoming 20th Cloud Expo at the Javits Center in New York, June 6-8, 2017, will find fresh new content in a new track called FinTech.
Dec. 6, 2016 09:15 AM EST Reads: 2,146
Keeping pace with advancements in software delivery processes and tooling is taxing even for the most proficient organizations. Point tools, platforms, open source and the increasing adoption of private and public cloud services requires strong engineering rigor – all in the face of developer demands to use the tools of choice. As Agile has settled in as a mainstream practice, now DevOps has emerged as the next wave to improve software delivery speed and output. To make DevOps work, organization...
Dec. 6, 2016 09:00 AM EST Reads: 5,813
"Qosmos has launched L7Viewer, a network traffic analysis tool, so it analyzes all the traffic between the virtual machine and the data center and the virtual machine and the external world," stated Sebastien Synold, Product Line Manager at Qosmos, in this SYS-CON.tv interview at 19th Cloud Expo, held November 1-3, 2016, at the Santa Clara Convention Center in Santa Clara, CA.
Dec. 6, 2016 09:00 AM EST Reads: 713
Whether your IoT service is connecting cars, homes, appliances, wearable, cameras or other devices, one question hangs in the balance – how do you actually make money from this service? The ability to turn your IoT service into profit requires the ability to create a monetization strategy that is flexible, scalable and working for you in real-time. It must be a transparent, smoothly implemented strategy that all stakeholders – from customers to the board – will be able to understand and comprehe...
Dec. 6, 2016 09:00 AM EST Reads: 3,967
In his keynote at 18th Cloud Expo, Andrew Keys, Co-Founder of ConsenSys Enterprise, provided an overview of the evolution of the Internet and the Database and the future of their combination – the Blockchain. Andrew Keys is Co-Founder of ConsenSys Enterprise. He comes to ConsenSys Enterprise with capital markets, technology and entrepreneurial experience. Previously, he worked for UBS investment bank in equities analysis. Later, he was responsible for the creation and distribution of life sett...
Dec. 6, 2016 08:45 AM EST Reads: 7,127
The WebRTC Summit New York, to be held June 6-8, 2017, at the Javits Center in New York City, NY, announces that its Call for Papers is now open. Topics include all aspects of improving IT delivery by eliminating waste through automated business models leveraging cloud technologies. WebRTC Summit is co-located with 20th International Cloud Expo and @ThingsExpo. WebRTC is the future of browser-to-browser communications, and continues to make inroads into the traditional, difficult, plug-in web co...
Dec. 6, 2016 08:30 AM EST Reads: 1,340
[slides] Agility for Digital Transformation | @CloudExpo @NewhouseConsult #Agile #DigitalTransformation
Successful digital transformation requires new organizational competencies and capabilities. Research tells us that the biggest impediment to successful transformation is human; consequently, the biggest enabler is a properly skilled and empowered workforce. In the digital age, new individual and collective competencies are required. In his session at 19th Cloud Expo, Bob Newhouse, CEO and founder of Agilitiv, drew together recent research and lessons learned from emerging and established compa...
Dec. 6, 2016 08:30 AM EST Reads: 888
WebRTC is the future of browser-to-browser communications, and continues to make inroads into the traditional, difficult, plug-in web communications world. The 6th WebRTC Summit continues our tradition of delivering the latest and greatest presentations within the world of WebRTC. Topics include voice calling, video chat, P2P file sharing, and use cases that have already leveraged the power and convenience of WebRTC.
Dec. 6, 2016 08:15 AM EST Reads: 1,674
"Coalfire is a cyber-risk, security and compliance assessment and advisory services firm. We do a lot of work with the cloud service provider community," explained Ryan McGowan, Vice President, Sales (West) at Coalfire Systems, Inc., in this SYS-CON.tv interview at 19th Cloud Expo, held November 1-3, 2016, at the Santa Clara Convention Center in Santa Clara, CA.
Dec. 6, 2016 08:00 AM EST Reads: 907
Regulatory requirements exist to promote the controlled sharing of information, while protecting the privacy and/or security of the information. Regulations for each type of information have their own set of rules, policies, and guidelines. Cloud Service Providers (CSP) are faced with increasing demand for services at decreasing prices. Demonstrating and maintaining compliance with regulations is a nontrivial task and doing so against numerous sets of regulatory requirements can be daunting task...
Dec. 6, 2016 07:45 AM EST Reads: 911
Extracting business value from Internet of Things (IoT) data doesn’t happen overnight. There are several requirements that must be satisfied, including IoT device enablement, data analysis, real-time detection of complex events and automated orchestration of actions. Unfortunately, too many companies fall short in achieving their business goals by implementing incomplete solutions or not focusing on tangible use cases. In his general session at @ThingsExpo, Dave McCarthy, Director of Products...
Dec. 6, 2016 07:15 AM EST Reads: 756