OT: Open Minds in IT IN CA: was (Re: [rt-users] RT 4)

[Baytalskiy, Sal]

I hear that.
We have another piece of software that we're supposed to be using for ticket
tracking.
Nobody really uses it except for Production stuff (we simply have to)
because it is difficult to use, slow, poorly configured, list goes on.
Sure, they paid 6 figures for it - so naturally its the next best thing. The
only problem is - they can't make anyone use it :-)
Just goes to show...
And then i set up RT in about half a day and run a POC internally in our
group.
The only management person who's seen it is our manager because we just
can't let anyone know we're using something that hasn't been approved.
And we all know it won't ever be approved, no matter how good it is.
So the strategy is simple: we'll be using it until we collect enough data
that we can demonstrate that RT is essential to the grou's operation.
Think about this: how much wiggling and maneuvering needs to be done to
simply improve productivity of one of the most important IT departments.
How much time is wasted on this stupid strategizing when it could've been
spent doing actual work...
Oh, here's the kicker - the only reason my manager was able to let us use RT
is because of RTFM. 'Cause we needed one place to store the group's
collective wisdom.
And RT's ticket tracking functionality is basically presented as a
by-product...weird...


  _____  

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Andrew Redman
Sent: Saturday, May 19, 2007 12:07 AM
To: rt-users at lists.bestpractical.com
Subject: Re: OT: Open Minds in IT IN CA: was (Re: [rt-users] RT 4)




-------- Original Message -------- 
Subject: 	Re: OT: Open Minds in IT IN CA: was (Re: [rt-users] RT 4)

Date: 	Fri, 18 May 2007 21:06:12 -0700	
From: 	Andrew Redman  <mailto:aredman at education.ucsb.edu>
<aredman at education.ucsb.edu>	
To: 	Robert G. Werner  <mailto:rwerner at usscript.com>
<rwerner at usscript.com>	
References:
<mailto:8B53BA7E90552E45AF25093FD6DFA1DB05CC77A1 at xlivmbx34.aig.com>
<8B53BA7E90552E45AF25093FD6DFA1DB05CC77A1 at xlivmbx34.aig.com>
<mailto:464E759A.5090808 at usscript.com> <464E759A.5090808 at usscript.com>	


Just as a comment, the Boss loved it when I got RT working, and his Boss 

loved it when we started to get stats on performance improvements from 

it, so that was all groovy. That said, there is one person in our 

department (the oldest and arguably least competent, though there is 

quite a lively competition for that title...) has the idea that "If I 

pay more for it, it must be better" firmly embedded in his head. We were 

looking at 3 backup systems, one cost $5k and did everything we wanted 

and more, the other was $30k, and fell short of a few of our 

requirements, and he insisted that the $30k one was the way to go. I 

suppose if you had a couple people like that in key positions in a 

company then OSS could have some difficulty...



Anyway, I'm just glad he's not my boss. Keep up the RT awesomeness. - Andrew



Robert G. Werner wrote:

> Baytalskiy, Sal wrote:

>> I wish you were right...

> [snip]

> It certainly hasn't been my experience.  My bosses really like it when 

> I make something happen and it doesn't cost them much of anything but 

> my time.

>

> Certainly,  my bosses aren't open source zealots.  We are an Oracle 

> shop.  But ever place I've worked,  when I bring in important 

> improvements in network reliability and monitoring or now trouble 

> ticket tracking with RT the response has been ecstatic and the fact 

> that it doesn't cost anything has been huge.

>

> The added luxury of being able to modify and look at the code has been 

> icing on the cake.

>

> My experiences have mostly been in relatively small shops (50 - 300 

> people) over the last 10 years in California so take what I say with 

> an enormous grain of salt.

>

> But really,  to me,  it sounds like there are better jobs out there 

> for you.

>



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