4 ms·

I'm not convinced. Even if only one person at the company has access to support, he's going to have more people asking him to submit tickets about their problem

• user5994461 6y ago
  This doesn't happen in practice because the 1900 more employees do not know who is that person and couldn't figure it out even if their life depended on it. If you've worked in any large organization, above one thousand employees, doesn't matter how many above really. For any specific system, there are often only 1-3 people who are familiar with it and have access and would be willing to touch it. There will be a few tens other employees who knows about them and have half a clue what they do (typically same department or neighbors sitting nearby). If one of those hear you looking for help on X, they can direct you "oh I think it's managed by that guy". The other 1900+ can't help you. Having been the unlucky developer at work trying to track down whom to forward a ticket through (100k employees), for both internal services and external vendors. It's not uncommon that it takes weeks to find the one person. There are quite a few I've never found.
  • apatters 6y ago
    Very interesting insights