Comments on: The remedy is what ails us http://tekniklr.com/wpblog/2009/07/27/the-remedy-is-what-ails-us/ The sporadically updated rants, ramblings, and repostings of an eccentric creative. Mon, 23 Aug 2010 09:57:25 +0000 hourly 1 http://wordpress.org/?v=3.0.1 By: Magni http://tekniklr.com/wpblog/2009/07/27/the-remedy-is-what-ails-us/#comment-4077 Magni Thu, 30 Jul 2009 18:17:20 +0000 http://tekniklr.com/wpblog/?p=2394#comment-4077 At a former job we used HP Openview for the service desk. We switched to this from ejournal (ejournal.no), which was a neat tool very much based on email. Then management wanted more... statistics? Quality? Something else? Not sure. So they went ahead and bought HPOV. Then they engaged 3 people from the internal IT dept to adapt it to our use. The project was meant to only be configuration and take a couple of months, but ended up taking more than a year before anyone could use it, then a one-day course for any of the 100+ people going to use this. Then they still had to use about one person to work on improvements and further adaptions continously, with frequent releases. The most important thing they implemented during the first year of work was email support, both notifications 8which is good), but also *incoming emails*. Yup, my university bought a system that dind't support incoming emails out of the box. The vendor said "other companies install a client on the users' computers, much easier and you also get more information about their system". Doh, as if that would work for 20,000+ students and 3000 staff. (I am naming the product, since we got awe from other users of it because we had the glorious email support. HP has also discontinued the version they use there, so everything will have to be readapted to a new version soon-ish.) At a former job we used HP Openview for the service desk. We switched to this from ejournal (ejournal.no), which was a neat tool very much based on email. Then management wanted more… statistics? Quality? Something else? Not sure. So they went ahead and bought HPOV. Then they engaged 3 people from the internal IT dept to adapt it to our use. The project was meant to only be configuration and take a couple of months, but ended up taking more than a year before anyone could use it, then a one-day course for any of the 100+ people going to use this. Then they still had to use about one person to work on improvements and further adaptions continously, with frequent releases.

The most important thing they implemented during the first year of work was email support, both notifications 8which is good), but also *incoming emails*. Yup, my university bought a system that dind’t support incoming emails out of the box. The vendor said “other companies install a client on the users’ computers, much easier and you also get more information about their system”. Doh, as if that would work for 20,000+ students and 3000 staff.

(I am naming the product, since we got awe from other users of it because we had the glorious email support. HP has also discontinued the version they use there, so everything will have to be readapted to a new version soon-ish.)

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