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- I love the aspect that we don't actually care about measuring internal performance (we can't really in this model): we can and should measure external KPIs like customer and user satisfaction, total business impacts, support costs etc.
And I wholeheartedly concur that we should be able to pre-populate most of the data about users, what they were using, where they were and what they were doing. This is entirely possible now: the reason we don't have it is that it all costs money. Hopefully as legacy systems get replaced more data will become available automagically.
Most of all the idea of opening up channels for users to support each other and discuss and +1 is great.
But you know I'm going to ask some hard questions :)
Before Chris jumps on me, let me say these are asked in the spirit of strengthening the idea, antifragiling it as the latest buzz-speak would have it.
How is a post not just another name for a ticket? How does this differ from existing ticketing tools that are incorporating collaboration, "MyCMDB" and other social capabilities? Maybe I'm thick but I don't see the distinction, other than format and interface and lack of a status. it's still a record with links to users, technicians, knowledge articles, services, and CIs. Couldn't we just put a G+ front end on an existing tool, as vendors are scrambling to do? I actually see that as potentially more valuable as we retain some of the internal controls and structured meta-data. What's the diff?
How will we know when a post is actually resolved if it has no state?
And how will we know an incident is unresolved and forgotten? I feel there will be a deep murky pool of thousands of low priority posts: we don't know if they are resolved or just something that only one user cares about. The posts never go away? How will we measure our workload or throughput if we don't know which posts still need attention?
How do i keep track of which posts my team has a role in but they haven't delivered yet?
Or since this is not a system of record will we keep a record somewhere else as well?
Won't the squeeky wheel get higher priority? We've all had to support them.
And conversely won't the sullen user just have their worst fears confirmed as they are ignored?
I'm imagining a tech trying to converse with another tech to get an incident resolved while 10000 angry users spout venom on the thread. I presume they can have a filtered conversation.
Or a tech wading through the same 10000 users' comments later trying to find what the actual resolution was. I guess that's an incentive to capture solutions better, a la KCS.
If there is an outage to say Accounts Payable, only a small number of users will be concerned and +1 it, but the impact on the organisation can be big. Level of noise is not a reliable indicator of impact on service. i guess those in the know need to watch the stream and force high-impact-low-users incidents to the top.
if a strict workflow with dependencies must be executed, will we manage that somewhere else?
How does this work for requests rather than incidents, where often only one person cares? where we can't capture info cos we don't know what they want. Or changes? They'll still be forms, right ? grin
just a few stress tests to think about....Jan 14, 2013
- P.S. Geoffrey Moore http://youtu.be/6HQXxBQC7AM: "it's not systems of engagement replacing systems of record; it is systems of record PLUS systems of engagement" = Standard+Case :)
it sounds to me like the ideas you guys are tossing around here will sit on top of or in front of systems of record. Evolution not revolution. So I feel like we'll circle back to social channels and collaboration tools on top of existing ticketing tools.Jan 14, 2013
- I've deleted my comment, Chris, and I'm sorry if I offended you. That was certainly not my intention.Jan 14, 2013
- Jan 14, 2013
- Joel PomalesOwner+1A concept? Looks a lot like Metro.Jan 14, 2013
- http://opsleuth.com/?p=327 another find from a peer. Inspiration from this thread is bleeding out all over. Nice job guys.Jan 14, 2013