Post 9vRJsjEyZrEwCltc92 by felix@troet.cafe
 (DIR) More posts by felix@troet.cafe
 (DIR) Post #9vQy3xqwOKKjiabdy4 by Gina@fosstodon.org
       2020-05-26T09:17:28Z
       
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       For the past few years I've been pursuing a 2nd vanity Masters degree, 'Business Process Management and IT.' Basically a resume fluffer.But, ever since I had to ask myself the question “is our IT dept doing what it should be doing and how can we continuously measure and improve that?” the dull business management classes from my Masters have come alive. 🎉Never thought I'd enjoy thinking about strategic frameworks, business process management and KPI's.
       
 (DIR) Post #9vQypKOoNlwlFr29Ng by Gina@fosstodon.org
       2020-05-26T09:26:12Z
       
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       Btw this sounds like the dullest humblebrag ever, so let me give an example.Our IT dept gets change and support questions all the time. We'll fix or implement a solution that we think fits, and then we're off. Meanwhile, no one ever looks critically at the cause of the issue, or if the process itself still fits with the organizations goals. There's no way to answer the 'are we doing what we should be doing' question rn because there's no way to measure it yet. That's what I'd like to change.
       
 (DIR) Post #9vQzSypjyxzJxAXMbw by gray@fosstodon.org
       2020-05-26T09:33:24Z
       
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       @Gina The age old IT art of firefighting. Just spray the issue quick and get it gone. It drives me insane.
       
 (DIR) Post #9vR0ErC1h1Le9ln4PQ by Gina@fosstodon.org
       2020-05-26T09:42:02Z
       
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       @gray saaame.
       
 (DIR) Post #9vR9mruQR5jnoKqnPE by ndegruchy@fosstodon.org
       2020-05-26T11:29:05Z
       
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       @gray @Gina The problem for us grunts is this: We have an SLA to meet, set by management, to close out issues as fast as we are able to. Root-cause analysis can hang in the face of that. My day consists of making sure that the highly compensated people I work with are up and working as soon as possible.Root-cause is a noble issue, but for front-line people, it's not even on our mind. Triage and move on is what matters, because those are the metrics by which we are judged.
       
 (DIR) Post #9vR9yy6lDLF2VmOEl6 by Gina@fosstodon.org
       2020-05-26T11:31:10Z
       
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       @ndegruchy @gray Yeah what my previous job used to look like, very relatable.Isn't that what change management is for? You escalate it to someone in charge of looking into root-cause? If there's no process for that then you're just gonna keep running into fires (as we are now).
       
 (DIR) Post #9vRA5qEcsueg7XLXA8 by ndegruchy@fosstodon.org
       2020-05-26T11:32:25Z
       
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       @Gina @gray Yes, which is what our organization does. The team that heads that product or function are notified of recurring issues and are tasked with RCA.
       
 (DIR) Post #9vRAE832XWnTgRsXSq by Gina@fosstodon.org
       2020-05-26T11:33:57Z
       
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       @ndegruchy @gray Ideally that should then solve the issue, but I can see how that could get lost in bureaucracy. We have the opposite problem, as a tiny org. We're in charge of everything, we can change whatever we like, actually we can do whatever we want. But how can we be sure that we're doing what we're supposed to be doing?
       
 (DIR) Post #9vRAc18vrcUjDb1elM by ndegruchy@fosstodon.org
       2020-05-26T11:38:14Z
       
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       @Gina @gray Yep. I was part of a non-profit providing IT to other non-profits. This was something always on my mind: "Are we doing the *right* thing?". Often there is no clear answer to it. We had a team that you could bounce ideas off of, but, generally, it was up to you to actually implement as you saw fit.One of the reasons I left.
       
 (DIR) Post #9vRJsjEyZrEwCltc92 by felix@troet.cafe
       2020-05-26T13:22:00Z
       
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       @Gina It is also not so easy because one really gets blind to these kind of issues very fast. Not only the responders, but also the users very quickly identify problems they solve with the actions (or workarounds) they have to do with the tool of choice ("i want to click on this button but it is not there" vs. "I want my coworker to have this kind of information in order to be able to make these kinds of decisions").Thats why external supervision/coaching or new colleagues are so helpful
       
 (DIR) Post #9vRLhUUdGeh3BnzKds by Gina@fosstodon.org
       2020-05-26T13:42:31Z
       
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       @felix exactly!