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Cloud Computing: Help Desk Disasters
Saving nickels and wasting dollars should not be rewarded by bonus or promotion.
By: James Carlini
Feb. 4, 2014 11:00 AM
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
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:
You're Losing Money - Fix the Problem
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):
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
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