This Is The IT Help Desk

This was a funny true story that happened recently. 

Someone found a roach walking around their desk in the office. 

Not knowing who to call…they call the (IT) Help Desk.

Hello. What is the asset number on the device you are calling about?

Asset Number! You don’t need my asset number.

Well, what is the nature of your problem?

I’ll tell you what my problem is. The problem is that I have a cockroach walking around on my desk!”

Ah, do you know that you are calling the IT!!! Help Desk?

Ah, yes I do. Can you give me the number for who to call about this roach?

Ah, you are calling the wrong number. Why don’t you try finding out who your facilities person is?

Facilities person! But you guys are the Help Desk! Can’t you tell me how to get help to get rid of this roach? And by the way–where there is one, there are definitely more.

Ah, We don’t typically handle roach problems, but thank you for calling the Help Desk. {{click}}

I know many organizations are moving to Enterprise Service Desks where you can call and get help for all sorts of issues at work. 

Even then, I wonder if the employees answering the line will be trained in who to call to get a Roach Motel or some Raid. 

Perhaps this is the next evolution of support.  😉

(Source Photo: Andy Blumenthal)

Kanban Visual Task Boards

Just wanted to share this best practice for Kanban or Visual Task Boards

This is a way to layout work/workflow and track and communicate progress. 

Previously, many professionals use colored sticky notes on a wall or whiteboard.

Today, tools like ServiceNow have the capability built right in. 

This was an example that I created in just a few minutes. 

Visualize your team’s work and focus on what needs to get done, who the tasks are assigned to, the status, and keep driving continuous improvement in the workflow and project. 

Color coding can be used for different tasks and you can see the legend at the top.  

Tasks can be easily dragged and dropped from one column (status) to another. 

Create transparency and collaboration on your projects–try Kanban Visual Task Boards. 😉

(Source Graphic: Andy Blumenthal)

Understanding Genius

So working in a place with scientific geniuses and even a history of Nobel Prize winners is serious business. 

I see things that I don’t know what they are. 

I meet people that I don’t understand what they do. 

But in all cases, I am in awe of the smart and good people and the work they are doing to advance us. 

Here was an example this week in randomly meeting someone and starting up a conversation:

Andy:  Hi. I’m Andy.  What do you do here?
Him:  I’m [so and so].  I do neutron scattering.
Andy: [Gulp followed by big smile] I know absolutely nothing about that.
Him:  Well, what do you do?
Andy:  I’m doing process engineering and enterprise service management.
Him: [Smile] I know absolutely nothing about that. 

Get the picture.

One for the books right.

In another instance, when asked what their group does, someone leans into me and goes:

“We fix sh*t.”

I could tell he meant it. 

And you know what–I absolutely believed him.  😉

(Source Photo: Andy Blumenthal)