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)

Technology Forecast 2013

I am an avid follower of everything technology and trends, but am tired of hearing about cloud, mobile, and social computing.

It’s time to get over it with the agenda of the past and get on with it with the future of technology.

In the attached graph is my Technology Forecast 2013, and here is where I see us going forward:

1) Service Provision–Cost-cutting and consolidation into the cloud is a wonderful idea and it has had it’s time, but the future will follow consumer products, where one flavor does not fit all, and we need to have globalization with a local flavor to provide for distinct customer requirements and service differentiators, as well as classified, proprietary and private systems and information.

2) Service Delivery–Mobile is here and the iPhone is supreme, but the future belongs to those that deliver services not only to remote devices, but in wearable, implantable, and even human augmentation.

3) Human Interaction–Social computing epitomized by Facebook, Twitter, LinkedIn, and many more is a cool way in interact with others virtually, but wall posts, email, and chats are getting cliche–next up conjoining with others with capabilities such as telepathic communication, mind melding collaboration, and even virtual sex for the outlandish.

4) Robotics and Artificial Intelligence–With something like 10,000 drones flying the friendly and not-so friendly skies and even drones that autonomously land on aircraft carriers, the next robot is coming to the ground near you–drones will become (an)droids and will eventually have the AI to become part of our everyday society.

5) Service Assurance–Enough playing defense with a sprinkling of offense against our worst enemies–it’s past time to move from trying to stop-gap infiltrators and do damage control once we’ve been robbed blind, and instead move to a hunter-killer mentality and capability–the price of being a bad boy on the Internet goes way up and happens in realtime.

6) Data Analytics–Big data isn’t a solution, it’s the problem. The solution is not snapshot pretty graphics, but realtime augmented reality–where data is ingrained in everything and transparent realtime–and this becomes part of our moment-by-moment decision processes.

7) Biotechnology–Biometrics sounds real cool–and you get a free palm reading at the same time, but the real game changer here is not reading people’s bio signatures, but in creating new ones–with not only medical cures, but also new bio-technological capabilities.

8) Nanotechnology–Still emerging, quantum mechanics is helping us delve into the mysteries of the universe, with applications for new and advanced materials, but the new buzzword will be nano-dust, where atomic and molecular building blocks can be used on-the-fly to build anything, be anywhere, and then recycled into the next use.

Overall, I see us moving from mass produced, point-to-point solutions to more integrated end-to-end solutions that fit individual needs–whether through continued combinations of hardware, software, and services, man-machine interfaces/integration, and building blocks that can be shaped and reused again and again.

From my perspective, there a seeming lull in innovation, but the next big leap is around the corner.

(Source Graphic: Andy Blumenthal)

>Federal Computer Week – Discussion of ITIL and EA

>Services listed under ITIL and enterprise architecture models are
different in nature, said Andy Blumenthal, chief technology officer at
the Bureau of Alcohol, Tobacco, Firearms and Explosives, who did not
speak on behalf of the agency.

“When we talk about services in an EA context, we refer to those that
are used for mission and business purposes,” he said. “In contrast,
ITIL-type services are underlying support functions to the customer,
such as problem identification and resolution. An example of an EA
service versus an ITIL service would be a document management solution
versus a help desk or network management function.”

…

“Traditionally, architecture efforts have been notorious for being an
ivory-tower effort that results in shelfware,” Blumenthal said. ITIL
proponents also tend to be squirreled away in data centers and not
inclined to consult with architects.

A cultural shift is necessary, Blumenthal said. Enterprise architects
in particular must become more user-oriented if they’re going to stay
relevant in a changing technology environment, he added.

To read the entire article go to:
http://fcw.com/articles/2009/12/07/comparing-ea-and-itil.aspx