Archive for June, 2016

IT as Couples Counseling

Do you ever feel like a teenager passing messages between your separated parents?

Joe in receiving puts in a ticket asking you to look into an issue. You take a look at it and realize that it’s because Barb in purchasing failed to check a box. So, you email Barb and ask her to correct it. Barb corrects it and you go back to Joe to see if his issue has been resolved.

Joe says, “Yup. Looks good now. Thanks. This is the 3rd time this week those idiots over in purchasing screwed up.”

“What do you mean this was the third time this week?”, you say.

“Well, I got tired of complaining about it, so it was easier to just put a ticket in. Those asshats know the process, they just don’t do it and it causes us to get behind. I don’t have time to go hunt them down every time they screw the pooch.” Joe laments.

You want to reply, “So you wasted my time on an issue you could have fixed yourself?!”, but instead you just sigh and walk back to your desk, dejected. There was no reason for IT to even be involved in this. Joe could have just called Barb, politely asked for her to fix it, and moved on with his day. He didn’t because he’s angry at them and it was easier to have IT address it. Why not? IT fixes all the problems, don’t they?

We could easily just continue to just deal with the problem as it interrupts us, but that doesn’t address the issue at all. It’s just putting our heads in the sand and saying “Not my job.” If we want to stop playing messenger, then we’re the ones who need to take action. Once a feud between two departments in an organization begins, it’s extremely unlikely that it’s going to end without outside intervention. Like it or not, IT is a neutral party that both sides of the problem trust and it’s up to us to fix it.

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