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And how much time would the IT guy have wasted finding that screw? So you think everyone knows exactly what screw goes in that hole? There’s likely a not insign
by orev 4y ago
And how much time would the IT guy have wasted finding that screw? So you think everyone knows exactly what screw goes in that hole? There’s likely a not insignificant amount of time needed to just figure out which type of screw it was.
Beyond that, every user thinks their issue is “just a quick question”. When you have 100s of people who all think that, that’s a whole week of work right there.
And often times something that looks small can turn into a big problem. Why did that screw fall out? Screws don’t just “fall out” for no reason. Did the threads get stripped out? How did that happen? If so maybe the chassis needs to be replaced. Did it pop out because of a swelling battery? If you don’t start with a ticket, there’s nowhere to keep track of all that.
- deleted 4y ago[deleted]
- jedberg 4y agoSo find a screw that fits, give it them, file a ticket for them, and if they come back then look deeper. Or just swap the drives with another laptop and send them on their way and then diagnose the other laptop later. I worked in IT and our mission was always to get the customer working again as quickly as possible, and put as much work on us as possible. That’s how you add value as an IT organization.
- kbelder 4y agoSo they save a week of work, but they do it by pushing months of work onto other departments, for a HUGE net loss in productivity.
- orev 4y agoThe work is there regardless of who does it. It’s a net zero change in total amount of work. It’s more efficient to have the user with the problem to write up the initial report, as they’re the ones with the most details. And it’s better to let IT focus on actually solving other things than to have a highly paid workforce just writing up tickets.