The Animal Farm Rule of Help Desks and Network Management

farm hogsRunning a Help Desk or a Data Center can be confusing in that while you try to treat all customers the same way, there are just some people who need extra-special assistance. You may go all out for your internal and external customers but there are always certain classes of people who you really have to go ALL OUT for.

We call these people executives and people of power, such as customers, business partners, presidents, vice presidents, owners, administrative assistants to people of power, etc.

It may not matter how small or piddly their call is. When the phone rings or the email comes, they immediately go to the top of queue and you solve their issue as fast as you possibly can. No matter how hard you work at resolving user issues, you must work harder and faster in resolving these people’s issues. And if you don’t believe that, there’s usually all kinds of people insisting that you go into hyper-drive to get the people of power’s interests resolved.

It’s part of the job.

I call this the Animal Farm rule of IT Support, since the core spirit comes from George Orwell’s Animal Farm where the animals start with this commandment after they’ve overthrown the farmer and took over the farm:

All animals are created equal

Continue reading

Posted in IT Management, opinion | Tagged , , | Leave a comment

Help Desk Management: What is Level 1, Level 2, and Level 3 Help Desk support?

Help Desk tech from commons wikipedia orgIn one of my roles, I run a Help Desk for two companies outside of Chicago. One of the confusing things about Help Desk management and talking to people about an IT Operations Help Desk, is that people don’t understand what Level 1, Level 2, and Level 3 Help Desk support is (as well as Level 0 support and Level 4 support, which not everyone talks about). Here’s my quick primer on what each of these functions do. Continue reading

Posted in IT Management | Tagged , | Leave a comment

First You Get Good, Then You Get Fast: Thoughts to Live By for Blog Production

cerebus the aardvark--first issue

The cover of issue #1 of Cerebus the Aardvark, 1977. Dave Sim helped spark a movement in the 1990s for independent comics outside of the mainstream.

When writing this blog, I take a lot of inspiration from Dave Sim, creator of the independent comic book Cerebus the Aardvark.

Here’s the best advice he ever gave about producing a good quality product on a regular basis.

Just sit down and do it. First you get good, then you get fast, then you get good and fast.

–Dave Sim, 1993

Continue reading

Posted in Blogging & Publishing, books, Misc | Tagged , , | Leave a comment

Use an @ to Create Profile Links in LinkedIn Shares

linkedin share button

LinkedIn Tip: Use the ’@’ sign if you want to create profile links in LinkedIn shares



How it works

In a recent LI share, I included a link to my colleague Dan Burger’s LinkedIn profile by typing the share this way.

IBM i news from @Dan Burger at IT Jungle: Fresche Legacy acquires looksoftware.

Continue reading

Posted in comment | Tagged , | Leave a comment

IT Jungle: Restoring IBM i Passwords & Private Authorities When Using RSTUSRPRF

0-IT Jungle LogoIT Jungle just posted my latest article on restoring IBM i passwords & private authorities when using the IBM i Restore User Profile command (RSTUSRPRF). Continue reading

Posted in IBM i general, IBM i Tools | Tagged , , | Leave a comment

First Impressions on Posting to LinkedIn Publisher

linkedin button

I took the plunge last week  and posted my first article on LinkedIn Publisher. It called five things to do before going live with enterprise software, if you want to take a look. Continue reading

Posted in Blogging & Publishing, LinkedIn and Twitter | Tagged , | Leave a comment

The Twitter Retweet to Tweet Ratio for Business is >=3:1

twitter iconIf you’re using Twitter for business, I’d recommend your Twitter ratio of shared tweets/retweets to your own tweets should be at least 3:1.

That is:

You should tweet about, retweet, or promote other people’s content, ideas, and messages at least three times as often as you tweet about your own content, ideas, & messages.

Continue reading

Posted in LinkedIn and Twitter | Tagged , | Leave a comment