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What Would You Demand From Your IT Department?
ZombieLine asks: "The IT department at my company (approximately some 500 people) is showing signs of incompetence, and has been ignoring knowledgeable user input for about a year. Additionally, they haven't been able to sell needed changes to senior management. Unacceptable server down time, maxed network storage, and no backups systems have hit the bottom line, and those on top are starting to notice. We users are staging a revolt to make IT more responsive to users by creating a group from the company divisions and IT to discuss needs and solutions. What would you put in our charter?" What services and responsibilities would you demand out of your IT department?
"Unacceptable server down time, maxed network storage, and no backups systems have hit the bottom line, and those on top are starting to notice."
I don't know your situation... but maybe more money is needed for people, equipment, etc etc. You can demand all you want, but if you don't pony up the resources... *shrugs* You get what you pay for.
This is beyond a no-brainer. I actually doubt the authenticity of the story based on how the real world works. Or maybe the poster is really in a 25 person company or something.
Anyway, here is how it works. Your department has IT needs. These needs are written down. The IT department has guaranteed services it provides. These are written down. Your department takes a budget "hit" to pay for an internal IT department. These are the givens.
Now, if IT does not provide services you NEED/REQUIRE (like backup, duh), then you go to the whomever is above both departments (COO, VP of division, president...) and you show the mismatch. This is not a complaint, just a reason why you are increasing your budget next year to get the services you need to succeed.
Of course, you are keeping a log of all incidents that are occurring and a log of down time and a log of costs to you as a result, etc.
Look, business people are not idiots. The 3 previous paragraphs I write above are beyond no-brainers. Why is this stuff so non-obvious to today's geeks??
"If you want to improve, be content to be thought foolish and stupid." - Epictetus
--No Backup Systems
--No Storage Space
These sound like budget issues. Do you think that if the IT staff, just tries really hard or is competent that they can just create File Storage and Backup Systems out of thin air.
"you have not seen how busy a competent IT technician is"
A competent IT technician has just enough time on his hands to learn new technology and retain sanity. A competent IT technician does not give users access to anything that could cause unpredictable consequences and makes sure that the systems they do have access to don't have problems in the first place.
An IT guy who is constantly running from place to place is the result of one (or more) of three things.
1. An understaffed department. Your IT guy is not working the floor in a retail outlet, if he's on his feet or crawled under a desk most of the day you need more IT guys.
2. An imcompetent IT guy (or IT decision maker causing IT guys to perform IT tasks incompetently). When IT is done properly there are not fires everywhere to put out.
3. Incompetent users. Incompetent users are the types who keep the IT guys busy fixing phantom problems, doing user training, or bug them with water cooler talk that fails to recognize that IT guys don't like people or talk. Your IT guy does not care to tell you about the cell phone or digital camera on the market.