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The down votes you’re getting here just really highlights how out of touch many developers (HN users) are from the reality of IT. All of your points are spot on

by orev 4y ago

The down votes you’re getting here just really highlights how out of touch many developers (HN users) are from the reality of IT. All of your points are spot on, and anyone disagreeing with them simply doesn’t have enough experience to have a valid opinion. IT Operations lives and dies by all the “5 minute real quick” tasks. The fact is that many requests fall into that category, but there can be 100s of those per day. The only way to manage that is by forcing people to open tickets, and then handle them according to priority.

lostdog 4y ago
This points to an IT department that has no slack. If you want to run a company that moves quickly, why would you have IT be the bottleneck? As with all the other criticism in this topic, the fault is with the execs, and not the frontline IT workers.
- orev 4y ago
  Running with no slack is the definition of every company on the planet, except FAANG where they are swimming in money. From a business standpoint it makes no sense to pay people to sit around doing nothing just in case someone comes by with an extremely non-critical issue. Running a tight ship may not make everyone happy, but it does force people to prioritize what really needs to get done vs what’s not critical.
Handytinge 4y ago
I'm a sysadmin with decades of experience, many of them user facing and in IT support. I disagree with them. Hopefully I have enough experience to hold an opinon. Triage is incredibly useful in life and death situations, and has some value in many others. Sticking to unmovable policy no matter what however is not IT Support, it's Corporate, Faceless IT Support that makes everyone who isn't IT dislike us. The world doesn't have to be this way, and rigid adherance to policy and your disparaging attitude are some of the main reasons I hope I never have to work in soulless corporate IT again.

by orev 4y ago

lostdog 4y ago

This points to an IT department that has no slack. If you want to run a company that moves quickly, why would you have IT be the bottleneck? As with all the other criticism in this topic, the fault is with the execs, and not the frontline IT workers.

orev 4y ago
Running with no slack is the definition of every company on the planet, except FAANG where they are swimming in money. From a business standpoint it makes no sense to pay people to sit around doing nothing just in case someone comes by with an extremely non-critical issue. Running a tight ship may not make everyone happy, but it does force people to prioritize what really needs to get done vs what’s not critical.

Handytinge 4y ago

I'm a sysadmin with decades of experience, many of them user facing and in IT support. I disagree with them. Hopefully I have enough experience to hold an opinon. Triage is incredibly useful in life and death situations, and has some value in many others. Sticking to unmovable policy no matter what however is not IT Support, it's Corporate, Faceless IT Support that makes everyone who isn't IT dislike us. The world doesn't have to be this way, and rigid adherance to policy and your disparaging attitude are some of the main reasons I hope I never have to work in soulless corporate IT again.