Last year I was demoing some Enterprise BI Software when during the presentation the server went down. The IT process was of course to raise a Help ticket with a Priority 1 in this case which should take an hour. There was no phone support. This was actually a live server and so subsequently we would have had about 300 users on the system. So in addition, operations would have also raised an automatic ticket.
Prepared I moved to a local copy and carried on. I finished three hours later(the server was still down) and so I decided to drive down the road to the IT Department where I walked into the support area. As usual it was like a morgue.
I went and introduced myself to the support guy sitting there and asked him if he had the ticket. Yes was the reply and the automatic one and a dozen more besides. "So whats the issue here then, I asked. Why is the server not back up?'. "Well he goes, I've forwarded the emails to the guy on the list is who is reponsible for server reboot he sits over there" and points to an empty desk three cubes away. "But he's out today and so I can't do anything'
"Right. So obviously the guy has cover, so who is covering the role for him?"
"Oh well, that will be that bloke over there but he hasnt answered my emails" and pointed to a bloke four cubes away who was eating a sandwich!!!!!!
"Well lets go and f---king talk to him then!!!" and I actually wheeled him across the room in his chair!!!!
Two minutes later. Server up!!
I believe CYA Email culture is most prevalent with IT folk.
Prepared I moved to a local copy and carried on. I finished three hours later(the server was still down) and so I decided to drive down the road to the IT Department where I walked into the support area. As usual it was like a morgue.
I went and introduced myself to the support guy sitting there and asked him if he had the ticket. Yes was the reply and the automatic one and a dozen more besides. "So whats the issue here then, I asked. Why is the server not back up?'. "Well he goes, I've forwarded the emails to the guy on the list is who is reponsible for server reboot he sits over there" and points to an empty desk three cubes away. "But he's out today and so I can't do anything'
"Right. So obviously the guy has cover, so who is covering the role for him?"
"Oh well, that will be that bloke over there but he hasnt answered my emails" and pointed to a bloke four cubes away who was eating a sandwich!!!!!!
"Well lets go and f---king talk to him then!!!" and I actually wheeled him across the room in his chair!!!!
Two minutes later. Server up!!
I believe CYA Email culture is most prevalent with IT folk.
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