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Should IT Shops Let Users Manage Their Own PCs?
An anonymous reader writes "Is letting users manage their own PCs an IT time-saver or time bomb waiting to happen? 'In this Web 2.0 self-service approach, IT knights employees with the responsibility for their own PC's life cycle. That's right: Workers select, configure, manage, and ultimately support their own systems, choosing the hardware and software they need to best perform their jobs.'" Do any of you do something similar to this in your workplace? Anyone think this is a spectacularly bad idea?
In a perfect world this would actually work. But then we'd run into pirating like crazy and companies being sued all of the the place. I certainly support a more liberal approach to what employees are allowed to use on their machines, but restrictions certainly need to be in place.
The Computations of AdamR
http://www.adamreyher.com
So the answer is basically, "it depends".
For security reasons its always important to manage the AV, updates, etc. on the machine.
If you have important IP on laptops, it becomes even more important to have a good policy to manage machine health, rather than leaving it to individual discretion.
And finally, if you have well-defined and relatively narrow roles for which machines are required, again it makes sense to lock them down.
So depending on how much of the above is true, the answer will vary, but in general IT shops should not trust users to manage their own machines especially because users really don't know much when it comes to keeping a machine secure.
If I went through IT at work, I would still be using Photoshop 5.0 and some ancient version of Pagemaker. They're so slow (and this is a true story, honest to God) that the last time they approved any work software for me, the company had stopped making the version they approved before they finally approved it.
SJW: Someone who has run out of real oppression, and has to fake it.
For those in IT who think this is not the case, consider your power users. Many really can function - even if not to corporate standards of security or conformity - with very little help. They probably will spend an extra $200-$400 per machine for stuff that has marginal use, but they'll feel better about it and be productive. The problem is that there's that one guy - and everyone in IT know who he is - that is way out of his depth and just doesn't know it. You spend a lot of time praying he doesn't screw up more than his own workstation. The good thing is that considerably more than half of modern staffs will likely just want you to set it all up and keep it running.
In the case for users managing their own PCs, NASA used to be this way where I worked in the 90s. We ordered our own PCs, set them up, installed all software. The IT staff would help get us on the network and keep the network running. There were exceptionally few problems. This was, however, before most people had access to the internet, and predominantly before the web existed.
Is it just my observation, or are there way too many stupid people in the world?
This sort of thing would never fly at a sufficiently large company. Once you get to a certain size, the pressure to "standardize" becomes too strong to resist. I suppose this is reasonable, because the licensing, support, etc. is much cheaper this way. Oh, and arguing that individual choice makes workers more productive is useless: productivity can't be easily measured -- therefore it doesn't exist.
Maybe end users have changed miraculously from when I was still doing desktop support, but I doubt it. IT doesn't develop policies limiting supported configurations just to be mean (generally). They do it because that's all they can in fact support given existing staffing and support metrics. Maybe you can get small numbers of users to be sufficiently knowledgeable that they can support themselves, but the overwhelming majority of users don't know enough, and don't *want* to know enough, to do this. They'd come to rely on some absurdly obscure or broken application, then call IT when it doesn't do what they want it to, and IT would have no idea how to fix it. Plus they'd end up with massive amounts of pirated material. The techs aren't going to memorize the manuals for every possible bit of code a user might take a fancy to, and they certainly can't test every possible combination of applications to test for incompatibilities.
Letting end users choose their own machines and apps sounds like a lovely and empowering idea, right up until the point where they need to call tech support. And find out that it might be days before IT can fix whatever is broken, since they are starting with zero idea what is wrong because of the wacky config. Those days of lost productivity can be hugely expensive compared to the costs of testing a few specific configs that can be easily and quickly supported. Some tech hours of advance testing and some possible minor losses of productivity from using applications that aren't the user's favorite choices are far cheaper than having an employee turn in no billable hours for several days because his computer is down.
You're just jealous 'cuz the voices talk to *me*
It's a good idea if your users have a clue. It's a bad idea if they don't. It entirely depends on the users.
In my shop we're all coders, so that plan would work. In fact it's vital to our work. Originally we were locked down and had to have an admin install pretty much anything we wanted to use. IT became an inhibitor rather than a helper. They eventually had to lift the ban. The policy was in the way.
On the other side of the coin, I've also held IT positions managing users. Giving some of my former customers the keys would have been an immediate disaster. In that case a lockdown was a lifesaver.
Weaselmancer
rediculous.
My old(as in previous) boss is finally retiring at the age of 80. he was still working a 55-60 hour work week.
He didn't need the money, but did it so he wouldn't get bored. I have another friend who is 63 has 4 seasonal jobs to keep himself busy and gives him just enough extra cash to play. he doesn't need the work, but he works to keep himself going.
You don't have to stop hard when you retire, you just change priorities.
i thought once I was found, but it was only a dream.
1. User just deleted a "critical" data directory/file.
;)
backups exist.
2. User just deleted an OS directory and their computer will not run.
backups exist.
3. User kept everything on his/her local drive and it just caught fire.
backups exist.
4. User wants an email from 3 years ago that user had deleted from his/her last computer 2 years ago.
see 5. (anyway, even many "managed/locked down" setup (like in small companies) don't have this one solved so, not a huge deal.
5. The legal department wants all email to/from Mr.X, Mr.Y and Mr.Z.
email archived server side, without any implication on the client side
6. User keeps getting infected with viruses.
enforce running AV
Letting the users do some stuff doesn't mean not running AV / backup. Of course, one can hack the machine to disable all of this.. but honestly.. these people can be fired too
I'm not saying it is the way to go, but your points are not really proving it one way or another.
Saying that "backups exist" does not address the question of HOW the backups are made when the user can put any file anywhere on their system.
With a centralized system, the users can be restricted to ONLY saving files on their TEMP directory and the servers. Those are MUCH easier to backup and lots of packages exist for that exact purpose.
reimage, reimage, reimage until the user learns
So you want to pay desktop support techs to re-image users' computers all the time? In our company re-image takes about 8 hours due to hard drive encryption, which translates into lost productivity of the user.
I've worked as a desktop support tech both in my college where users had admin rights to their PCs, and for a company that had locked-down environment with packaged software where almost nobody had admin rights and no non-approved software could be installed. I'd say on average I spent 3 times longer to put the users in the college back online, and to restore their data. Of course there's the whole issue of weatherbug/toolbars/ActiveX/other crapware that the users installed on a regular basis.