I am the manager of an IT Department that supports roughly 500 people. You might be heading about this in the wrong manner. A user revolt (which I myself have never experienced) will alienate those IT people that do want to make a difference. You need to change the regime, which is likely going to require executive buy in.
Couch this to your executive management as it relates to costs and service. If you are down for an hour or for 15 minutes how much is it costing your business? If you were to lose your building how long before your IT systems would be required? These are the items that get management's attention.
In my view there is no excuse for poor customer service. Have your users establish SLA's that IT can work up to. Often in these situations things are so far gone that IT is going to need time to respond. Have a graduated system that gets you where you need and gives IT a chance to succeed.
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I am the manager of an IT Department that supports roughly 500 people. You might be heading about this in the wrong manner. A user revolt (which I myself have never experienced) will alienate those IT people that do want to make a difference. You need to change the regime, which is likely going to require executive buy in.
Couch this to your executive management as it relates to costs and service. If you are down for an hour or for 15 minutes how much is it costing your business? If you were to lose your building how long before your IT systems would be required? These are the items that get management's attention.
In my view there is no excuse for poor customer service. Have your users establish SLA's that IT can work up to. Often in these situations things are so far gone that IT is going to need time to respond. Have a graduated system that gets you where you need and gives IT a chance to succeed.
Well my two cents.