Friday, March 18, 2011

Commentary: SJSU + iSupport = FAIL

A recipe:
How do you take something that could have been good and make it fail? Start by not planning, then make a huge number of people administrators, then over sell it, and finally under resource it. Yup, that'll do it every time!

Reportedly SJSU only bought 30 seats for iSupport, our new enterprise wide ticketing system.

Yup, 30. This morning there were 34 people in a class to learn how to use it. So, that class locked out every other IT tech at SJSU who was trying to get real work done on campus. Nobody could get into the system today until noon!

According to one source, "they" (who shall remain nameless) called up the vendor and got a temporary unlimited user license for the campus and after noon today (Friday) folks were able to get on the system. According to one source, the timeout on the logins which had started at 60 minutes and which had been extended, then reduced back to 60 minutes was yet again reduced to thirty minutes. Also, reportedly, the license count has now been more than tripled.

Now "they" are going to look at system usage so "they" can see how many licenses we actually need, to be able to do what we need to do.

I guess a light bulb went off somewhere...

Meanwhile, one (other) frustrated SJSU tech said to me on Friday, "it sounds like somebody needs to take a project management class." Sounds like a great idea to me.

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