Welcome!

Web 2.0 Authors: Pat Romanski, Saar Bitner, Jnan Dash, Avi Rosenthal, Elizabeth White

Related Topics: Cloud Expo, Java, SOA & WOA, Web 2.0, Security, SDN Journal

Cloud Expo: Article

Cloud Computing: Help Desk Disasters

Saving nickels and wasting dollars should not be rewarded by bonus or promotion.

So many organizations switched to third-party help desk solutions without really putting in place any performance measures or tracking mechanisms to really measure how good - or bad - the support is.

Some executives got a big bonus for "thinking out of the box" and coming up with a cost-cutting initiative to outsource IT help desks. Those same executives do not want to hear all the complaints of people getting no results and wasting a lot of time in repetitive phone calls as well as no solutions to their problems. Even routine problems become time-consuming nightmares because the third-party support person on the other end doesn't understand the caller or the caller just doesn't understand them.

Was it a good solution for IT support? You may have saved some money on technical support costs, but how much executive time are you wasting everyday because the executive cannot get closure on a problem that would have been a routine (and short) support call? If you do an analysis, it's a clear failure.

Executives who made the decision would rather look the other way at a growing and costly problem. Is that considered leadership today in corporations? Not in my book.

First Step: Admit There Is a Problem
Most organizations won't go back and do an analysis on what they have put in place. Do a post-implementation review - if you even know what that is. (What I have seen in several organizations, the person who is supposed to have a strong, global view doesn't even have a grasp on what good systems implementation is all about. How and why did they get promoted into a leadership position?)

No one wants to see that their great decision was a costly failure as well as a waste of time for people trying to get their work done.

Stop looking the other way and trying not to acknowledge that there is a huge problem at many organizations with the lack of people knowing what they are doing in the support areas. They don't.

In talking to people from three different major banks, they all agree that their IT support sucks. Is that a clear enough description by those of you who live by politically correct corporate-speak?

Instead of flowery euphemisms and claiming that the savings outweigh the "small difficulties", face the facts. It is a disaster and by not fixing it, you are propagating the problem as well as losing money every day.

Typical problems encountered:

  • Can't hear the support person. The connection is bad.
  • Can hear the support person, but cannot understand them.
  • Can hear the support person, but they don't understand you.
  • Have to ask to speak to someone else because nothing is being done.
  • If there is a trouble ticket issued, they try to close it out before you get a resolution so their "problem resolved" numbers look good.
  • Making multiple calls for the same problem because it has not been resolved.
  • Other: You tell me - you know these issues are at your organization.

You're Losing Money - Fix the Problem
Let's be politically accurate. If you are in-charge of the IT area or the IT support area, get your head out of the sand. It ISN'T working. Look for a fix.

If you have a non-technical employee making $80,000- $250,000 getting a time-consuming run-around from a $20,000-$30,000 "technician," instead of a quick solution from a $60,000- $80,000 "technician," are you really saving money? How many wasted hours are acceptable per month? Half hour per executive? One hour per executive? Go to your boss or the corporate board of directors and ask how much wasted time per executive is acceptable?

Biggest complaints from the highly paid executives who have to deal with your "cost saving" support (my comments next to them):

  • I wasted my time with this person for several hours, got the resolution from someone else in 4 minutes. (Calculate the wasted time of the executive. Did you REALLY save the company any money on that call?)
  • I was so frustrated I ran this up my organization's management in order to get someone working on this resolution. (So let's see, instead of wasting one executive's time, your ingenuous "cost savings" initiative tripped up several executives into getting involved in what should have been a routine fix)
  • They cut the Network support staff and a security patch that should have been applied was pushed back. ALL the executive laptops that were connected on to the Corporate network had their hard drives wiped clean. Most of us did not have back-ups. (So letting go a couple of $40-$50,000 technicians made you "look good" at the bottom line. Now go back and add up ALL the wasted time you cost the company because all the executives lost all their work on their hard drives and probably will take weeks, if not more, to try to restore all that lost work - if they can. You think this is a "corporate urban legend"? This actually happened at a big-name company and no one ever went back to calculate all the time lost.)

It's time to sit down and do some evaluations. Better yet, get rid of those who don't understand systems implementation or the idea of having a sense-of-urgency in keeping the organization moving forward.

•   •   •

Carlini's book, "Location, Location, Connectivity" will be coming out later this year.

Follow daily Carlini-isms at www.TWITTER.com/JAMESCARLINI

Copyright 2014 - James Carlini

More Stories By James Carlini

James Carlini, MBA, a certified Infrastructure Consultant, keynote speaker and former award-winning Adjunct Professor at Northwestern University, has advised on mission-critical networks. Clients include the Chicago Mercantile Exchange, GLOBEX, and City of Chicago’s 911 Center. An expert witness in civil and federal courts on network infrastructure, he has worked with AT&T, Sprint and others.

Follow daily Carlini-isms at www.twitter.com/JAMESCARLINI

Comments (1)

Share your thoughts on this story.

Add your comment
You must be signed in to add a comment. Sign-in | Register

In accordance with our Comment Policy, we encourage comments that are on topic, relevant and to-the-point. We will remove comments that include profanity, personal attacks, racial slurs, threats of violence, or other inappropriate material that violates our Terms and Conditions, and will block users who make repeated violations. We ask all readers to expect diversity of opinion and to treat one another with dignity and respect.


@ThingsExpo Stories
DevOps Summit 2015 New York, co-located with the 16th International Cloud Expo - to be held June 9-11, 2015, at the Javits Center in New York City, NY - announces that it is now accepting Keynote Proposals. The widespread success of cloud computing is driving the DevOps revolution in enterprise IT. Now as never before, development teams must communicate and collaborate in a dynamic, 24/7/365 environment. There is no time to wait for long development cycles that produce software that is obsolete at launch. DevOps may be disruptive, but it is essential.
“In the past year we've seen a lot of stabilization of WebRTC. You can now use it in production with a far greater degree of certainty. A lot of the real developments in the past year have been in things like the data channel, which will enable a whole new type of application," explained Peter Dunkley, Technical Director at Acision, in this SYS-CON.tv interview at @ThingsExpo, held Nov 4–6, 2014, at the Santa Clara Convention Center in Santa Clara, CA.
SYS-CON Events announced today that Windstream, a leading provider of advanced network and cloud communications, has been named “Silver Sponsor” of SYS-CON's 16th International Cloud Expo®, which will take place on June 9–11, 2015, at the Javits Center in New York, NY. Windstream (Nasdaq: WIN), a FORTUNE 500 and S&P 500 company, is a leading provider of advanced network communications, including cloud computing and managed services, to businesses nationwide. The company also offers broadband, phone and digital TV services to consumers primarily in rural areas.
The major cloud platforms defy a simple, side-by-side analysis. Each of the major IaaS public-cloud platforms offers their own unique strengths and functionality. Options for on-site private cloud are diverse as well, and must be designed and deployed while taking existing legacy architecture and infrastructure into account. Then the reality is that most enterprises are embarking on a hybrid cloud strategy and programs. In this Power Panel at 15th Cloud Expo (http://www.CloudComputingExpo.com), moderated by Ashar Baig, Research Director, Cloud, at Gigaom Research, Nate Gordon, Director of T...
The Internet of Things is not new. Historically, smart businesses have used its basic concept of leveraging data to drive better decision making and have capitalized on those insights to realize additional revenue opportunities. So, what has changed to make the Internet of Things one of the hottest topics in tech? In his session at @ThingsExpo, Chris Gray, Director, Embedded and Internet of Things, discussed the underlying factors that are driving the economics of intelligent systems. Discover how hardware commoditization, the ubiquitous nature of connectivity, and the emergence of Big Data a...

ARMONK, N.Y., Nov. 20, 2014 /PRNewswire/ --  IBM (NYSE: IBM) today announced that it is bringing a greater level of control, security and flexibility to cloud-based application development and delivery with a single-tenant version of Bluemix, IBM's platform-as-a-service. The new platform enables developers to build ap...

"BSQUARE is in the business of selling software solutions for smart connected devices. It's obvious that IoT has moved from being a technology to being a fundamental part of business, and in the last 18 months people have said let's figure out how to do it and let's put some focus on it, " explained Dave Wagstaff, VP & Chief Architect, at BSQUARE Corporation, in this SYS-CON.tv interview at @ThingsExpo, held Nov 4-6, 2014, at the Santa Clara Convention Center in Santa Clara, CA.
SYS-CON Events announced today that IDenticard will exhibit at SYS-CON's 16th International Cloud Expo®, which will take place on June 9-11, 2015, at the Javits Center in New York City, NY. IDenticard™ is the security division of Brady Corp (NYSE: BRC), a $1.5 billion manufacturer of identification products. We have small-company values with the strength and stability of a major corporation. IDenticard offers local sales, support and service to our customers across the United States and Canada. Our partner network encompasses some 300 of the world's leading systems integrators and security s...
"People are a lot more knowledgeable about APIs now. There are two types of people who work with APIs - IT people who want to use APIs for something internal and the product managers who want to do something outside APIs for people to connect to them," explained Roberto Medrano, Executive Vice President at SOA Software, in this SYS-CON.tv interview at Cloud Expo, held Nov 4–6, 2014, at the Santa Clara Convention Center in Santa Clara, CA.
Nigeria has the largest economy in Africa, at more than US$500 billion, and ranks 23rd in the world. A recent re-evaluation of Nigeria's true economic size doubled the previous estimate, and brought it well ahead of South Africa, which is a member (unlike Nigeria) of the G20 club for political as well as economic reasons. Nigeria's economy can be said to be quite diverse from one point of view, but heavily dependent on oil and gas at the same time. Oil and natural gas account for about 15% of Nigera's overall economy, but traditionally represent more than 90% of the country's exports and as...
The Internet of Things is a misnomer. That implies that everything is on the Internet, and that simply should not be - especially for things that are blurring the line between medical devices that stimulate like a pacemaker and quantified self-sensors like a pedometer or pulse tracker. The mesh of things that we manage must be segmented into zones of trust for sensing data, transmitting data, receiving command and control administrative changes, and peer-to-peer mesh messaging. In his session at @ThingsExpo, Ryan Bagnulo, Solution Architect / Software Engineer at SOA Software, focused on desi...
"At our booth we are showing how to provide trust in the Internet of Things. Trust is where everything starts to become secure and trustworthy. Now with the scaling of the Internet of Things it becomes an interesting question – I've heard numbers from 200 billion devices next year up to a trillion in the next 10 to 15 years," explained Johannes Lintzen, Vice President of Sales at Utimaco, in this SYS-CON.tv interview at @ThingsExpo, held Nov 4–6, 2014, at the Santa Clara Convention Center in Santa Clara, CA.
"For over 25 years we have been working with a lot of enterprise customers and we have seen how companies create applications. And now that we have moved to cloud computing, mobile, social and the Internet of Things, we see that the market needs a new way of creating applications," stated Jesse Shiah, CEO, President and Co-Founder of AgilePoint Inc., in this SYS-CON.tv interview at 15th Cloud Expo, held Nov 4–6, 2014, at the Santa Clara Convention Center in Santa Clara, CA.
SYS-CON Events announced today that Gridstore™, the leader in hyper-converged infrastructure purpose-built to optimize Microsoft workloads, will exhibit at SYS-CON's 16th International Cloud Expo®, which will take place on June 9-11, 2015, at the Javits Center in New York City, NY. Gridstore™ is the leader in hyper-converged infrastructure purpose-built for Microsoft workloads and designed to accelerate applications in virtualized environments. Gridstore’s hyper-converged infrastructure is the industry’s first all flash version of HyperConverged Appliances that include both compute and storag...
Today’s enterprise is being driven by disruptive competitive and human capital requirements to provide enterprise application access through not only desktops, but also mobile devices. To retrofit existing programs across all these devices using traditional programming methods is very costly and time consuming – often prohibitively so. In his session at @ThingsExpo, Jesse Shiah, CEO, President, and Co-Founder of AgilePoint Inc., discussed how you can create applications that run on all mobile devices as well as laptops and desktops using a visual drag-and-drop application – and eForms-buildi...
We certainly live in interesting technological times. And no more interesting than the current competing IoT standards for connectivity. Various standards bodies, approaches, and ecosystems are vying for mindshare and positioning for a competitive edge. It is clear that when the dust settles, we will have new protocols, evolved protocols, that will change the way we interact with devices and infrastructure. We will also have evolved web protocols, like HTTP/2, that will be changing the very core of our infrastructures. At the same time, we have old approaches made new again like micro-services...
Code Halos - aka "digital fingerprints" - are the key organizing principle to understand a) how dumb things become smart and b) how to monetize this dynamic. In his session at @ThingsExpo, Robert Brown, AVP, Center for the Future of Work at Cognizant Technology Solutions, outlined research, analysis and recommendations from his recently published book on this phenomena on the way leading edge organizations like GE and Disney are unlocking the Internet of Things opportunity and what steps your organization should be taking to position itself for the next platform of digital competition.
The 3rd International Internet of @ThingsExpo, co-located with the 16th International Cloud Expo - to be held June 9-11, 2015, at the Javits Center in New York City, NY - announces that its Call for Papers is now open. The Internet of Things (IoT) is the biggest idea since the creation of the Worldwide Web more than 20 years ago.
As the Internet of Things unfolds, mobile and wearable devices are blurring the line between physical and digital, integrating ever more closely with our interests, our routines, our daily lives. Contextual computing and smart, sensor-equipped spaces bring the potential to walk through a world that recognizes us and responds accordingly. We become continuous transmitters and receivers of data. In his session at @ThingsExpo, Andrew Bolwell, Director of Innovation for HP's Printing and Personal Systems Group, discussed how key attributes of mobile technology – touch input, sensors, social, and ...
In their session at @ThingsExpo, Shyam Varan Nath, Principal Architect at GE, and Ibrahim Gokcen, who leads GE's advanced IoT analytics, focused on the Internet of Things / Industrial Internet and how to make it operational for business end-users. Learn about the challenges posed by machine and sensor data and how to marry it with enterprise data. They also discussed the tips and tricks to provide the Industrial Internet as an end-user consumable service using Big Data Analytics and Industrial Cloud.