Beyond Blinking Lights and Acronyms

An IT Question: Disappearing Car Doors and the Theory of Negativity

Liz Strauss has called me an SOB.  I actually find that very flattering since it doesn't mean what it usually means (which according to Wikipedia is actually quite a few things).  Anyway because of this I try to faithfully check out her weekly listing of new SOBs she's found.  This week iDunzo.com was one and I was floored by the post that happened to be the most current one.  It seems a company called JaTech has developed a disappearing car door - that's right it disappears.  Check out the video.

When I Googled this I was even more floored by the reactions to this new technology.  Most of them were overwhelmingly positive expressing the same amazement that I felt.  However, I was caught off guard by the reaction of some who couldn't help but dwell on problems and issues.

Some examples:

An IT Question: What Has Disaster Taught You?

Experience, it is said, is the best teacher.  Oh so true.  I guess that is why we do disaster recovery tests rather than just waiting until disaster really strikes.  This got me thinking - what is the most surprising thing you learned as a result of an actual disaster recovery or even a test?

Mine was that people expect your disaster recovery process to cover everything.  In one of my previous jobs we had a major fire at the corporate office and it was necessary to relocate people to the plant about one hundred miles away.  From an IT standpoint we were able to keep things running and or data loss.  What surprised me was that when people came to the plant they expected IT to provide them with a PC, which we did, but a PC complete with office, furniture, office supplies and administrative assistants.  Apparently when people fail to plan for disasters they look to those that have a plan as their rescuers for everything.

So, what is the most surprising thing you learned as a result of an actual disaster recovery or even a test?

[Update 10/12/2007 afternoon - corrected typos including "did not suffer any systems downtime" and "they look to those that have a plan"]

"Help" photo by Cobber99

Got a question you'd like me to post for future discussion?  Email it to me using the "Email Mike" link in the left hand column.

If this topic was of interest, you might also like the other posts in the IT Question category.

An IT Question: Who Should Pay?

Now that budgeting season is upon us I thought I'd ask a question about who should pay for your IT services.

Should you charge your users based upon how much service they get from IT?  Will this drive them to the lower cost "shadow IT" with its inherent risks and problems?  Since they are paying will they opt out of programs and policies that are in the company's best interests?

Conversely, should IT be free with no charge to the users?  This may encourage them to use IT but will it be done effectively?

My question is "Who should pay for IT?"  What do you think?  How do you do it at your company and why?

"Help" photo by Cobber99

Got a question you'd like me to post for future discussion?  Email it to me using the "Email Mike" link in the left hand column.

If this topic was of interest, you might also like the other posts in the IT Question category.

An IT Question: Are Some People Special?

It's Friday afternoon and your already thinking of the weekend when your Help Desk lead comes walks briskly into your office.  "We have to talk", he demands.  He goes on to excitedly explain that he just got off of the phone with one of the VPs.  It seems the Veep wants his more storage space for his email inbox.  "Doesn't he know our standard is to set everyone up with the same amount" the tech  blurts out in an ever loudening voice as his face gets redder.  "And what about those engineers, they claim they need more than the allowed amount of network storage for their precious test data" he says as the veins begin to show in his forehead.  "Last week it was the HR folks claiming they need personal printers because of all the "confidential" work they do.  I bet they are just trying to get around our standard of having everyone on network printers."  Earlier in the day it was the graphic arts department wanting to get Macs because someone told them it would they fit their needs better.  "My gawd, don't they know we're a PC only shop!", he exclaims.  With arms flailing and spittle flying he lets out one last desperate cry - "What do these people think they are -- Special?" and then collapses to the floor. 

It seems that in all the excitement he has forgotten to inhale and has collapsed from a lack of oxygen.  Fortunately, being a well-prepared IT leader you have a staff of paramedics on call in the office next to yours for just such emergencies.  While the paramedics bring the tech back to consciousness you stop to think, you know as soon as he starts breathing he's going to want your response.

So, how do you respond?  Are some people special and deserve special treatment?  If so, how do you determine who is special?  How do you answer people when they ask, "Aren't I special too?"

"Help" photo by Cobber99

Got a question you'd like me to post for future discussion?  Email it to me using the "Email Mike" link in the left hand column.

If this topic was of interest, you might also like the other posts in the IT Question category.

An IT Question: Blocking Non-Business Internet Sites

One of the company Vice Presidents stops by your office and expresses concern that some of their people may be spending too much time on the Internet and wants to know if there is any thing you can do about it.  You mention that you do have a filtering program but it is set only to filter objectionable sites such as gambling, porn, etc.  You explain to that filtering non-offensive but seemingly non-business related sites may be counter-productive as it is often difficult for IT to determine which sites truly have no business application.  You go on to cite examples of the need to view sports, restaurant, job boards, real estate and other sites was business related.  The VP is not impressed and insists that you block all sites that are not obviously and directly related to your company's business.  You know other VPs do not have this concern.

How do you respond to this request to block Internet access to "non-business" sites?

"Help" photo by Cobber99

Got a question you'd like me to post for future discussion?  Email it to me using the "Email Mike" link in the left hand column.

If this topic was of interest, you might also like the other posts in the IT Question category.

An IT Question: How Far Does Your Responsibility In Training Go?

I often hear IT folks comment on the lack of knowledge of computers and systems within the user community.  When the discussion turns to training, techniques like user manuals, classes, FAQs and online help are often mentioned.  And yet our users still don't seem to have the knowledge they need to utilize the computers and systems efficiently and effectively and we are taken to task for this.  It seems as though we want to be held accountable for our efforts (providing the training) - the things we can control.  However we are often measured on the outcome (how much the users learn) - something not entirely within our control.

How far does our responsibility  go in making sure our users are properly trained?  Is it our job to simply provide the training or is it to make sure people are adequately trained?  What do you think?

"Help" photo by Cobber99

Got a question you'd like me to post for future discussion?  Email it to me using the "Email Mike" link in the left hand column.

An IT Question: Responding To A Request For "Just An Access Database"

It's not unusual for a user with some degree of familiarity of PCs and programming to come to IT with a request - "I need help developing an Access database to analyze ZZZZ".   You know that the Access database could be done quickly and you know that the database would be beneficial.  You also have some concerns about security, documentation, testing, backup and support with these user developed systems.  Due to resource constraints it will be at least 6 weeks before you can provide an IT solution compared to a few days if you help them develop the database on their own. 

How do you respond to this request?

"Help" photo by Cobber99

Got a question you'd like me to post for future discussion?  Email it to me using the "Email Mike" link in the left hand column.

An IT Question: HelpDesk Comments About Their Customers

Rather than just me spouting off all the time I thought that from time to time I'd try to get your input and start some discussion by asking you a question about a how you'd handle a hypothetical situation.  So for our first question:

You overhear one of your corporate HelpDesk technicians working with a user over the phone.  Based on the conversation it is obvious that the user is extremely computer illiterate.  At times you can sense the technician's frustration but they do act politely and professionally at all times and ultimately solve the user's problem.  After the call has ended the technician sits back, sighs and exclaims loudly to the group, "What an idiot!  People like that should never be allowed near a computer.  If they're given a tool why won't they ever read the manual or take some classes."  A few others in the group chuckle in agreement or make comments in support. 

Is this just some harmless "venting" or is it a sign of problem?  If you see a problem what should be done?

"Help" photo by Cobber99

Got a question you'd like me to post for future discussion?  Email it to me using the "Email Mike" link in the left hand column.