Breaking IT Rules to Help Users
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Keith Brooks presented at Social Connections 13 in Philadelphia on breaking unwritten rules to help users. He discussed how unwritten rules exist due to factors like fear, past experiences, and lack of documentation. Brooks explained that while breaking rules can cause issues like not getting a new laptop or compromising security, goals and justifying needs to IT are important. He advised working with IT by reducing tickets, providing documentation, and training in order to help both users and IT metrics. Brooks concluded by saying there should be no blame in collaborative organizations and to plan with IT by leveraging metrics and goals.
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Breaking IT Rules to Help Users
- 1. Philadelphia, April 26-27 2018 13 Breaking the Rules to Help Your Users Keith Brooks, B2B Whisperer keith@b2bwhisperer.com @lotusevangelist
- 2. Social Connections 13 Philadelphia, April 26-27 2018@lotusevangelist 2
- 3. Social Connections 13 Philadelphia, April 26-27 2018@lotusevangelist Who is Keith Brooks? My 4th time Presenting at Social Connections CIO IBM Redbooks Thought Leader Candy Corn Lover Collaboration Transformations Pinball Addict 3
- 4. Social Connections 13 Philadelphia, April 26-27 2018@lotusevangelist Why do Unwritten Rules Exist? 4 • Fear • Past Experience • Legends • Lack of Documentation / Direction • Lack of Time • Denial
- 5. Social Connections 13 Philadelphia, April 26-27 2018@lotusevangelist You did WHAT? HOW! https://pixabay.com/en/maki-lemur-lemur-monkey-scared-2627589/ 5
- 6. Social Connections 13 Philadelphia, April 26-27 2018@lotusevangelist You Lose Some • New Laptop – Not going to happen • Bad Security – Still Going To Happen • Service Now Data – You Don’t Care? • Who Owns These Processes? – Might be dead before they know or tell me 6
- 7. Social Connections 13 Philadelphia, April 26-27 2018@lotusevangelist Goals Are Important • Tie your need to a corporate goal • Everyone should have the end goal in mind • Just like kitchen remodeling takes time and planning, you need the right people and ask the right questions 7
- 8. Social Connections 13 Philadelphia, April 26-27 2018@lotusevangelist https://pixabay.com/en/baby-2956997/ Thinking of all the Possibilities 8
- 9. Social Connections 13 Philadelphia, April 26-27 2018@lotusevangelist How You Envision Your IT Sees Your Request https://pixabay.com/en/body-of-water-no-person-nature-3272180/ 9
- 10. Social Connections 13 Philadelphia, April 26-27 2018@lotusevangelist How IT Views Your Request https://pixabay.com/en/nuclear-weapons-test-nuclear-weapon-67557/ 10
- 11. Social Connections 13 Philadelphia, April 26-27 2018@lotusevangelist https://pixabay.com/en/bar-local-cong-ireland-irish-pub-209148/ IT is enough to lead one to drink… 11
- 12. Social Connections 13 Philadelphia, April 26-27 2018@lotusevangelist But IT Works for YOU • Don’t be put off by their defenses • YOU are the customer • Ask why are they inhibiting usage • Propose that they experience their solution • Justify your need so they can for their boss 12
- 13. Social Connections 13 Philadelphia, April 26-27 2018@lotusevangelist https://pixabay.com/en/call-center-phone-service-help-1015274/ Help Them, Help Their Metrics! 13
- 14. Social Connections 13 Philadelphia, April 26-27 2018@lotusevangelist How? By Reducing Help Desk Tickets • Do your homework first • Plan the basic configuration settings • Set quotas that make sense • Provide documentation a user can understand • Security should make sense • Training, Training, Training BAD CAPTCHA https://organicweb.com.au/10042/internet/recaptcha-gone-mad/ 14
- 15. Social Connections 13 Philadelphia, April 26-27 2018@lotusevangelist https://pixabay.com/en/win-word-scrabble-letters-wooden-1820037/ 15
- 16. Social Connections 13 Philadelphia, April 26-27 2018@lotusevangelist You Win Some • Change the Processes • Configuration Optimization – Halfsies • Training – lol – Do It Anyway • Monitoring Services and Servers • Archiving vs Copying vs Synching • External Partners Support 16
- 17. Social Connections 13 Philadelphia, April 26-27 2018@lotusevangelist One Last Thing • There is no finger pointing or blaming in a collaborative organization • Plan ahead WITH IT so they can agree • Metrics and Goals rule, leverage them • When you need help, ask for it 17
- 18. Social Connections 13 Philadelphia, April 26-27 2018@lotusevangelist Keith Brooks @lotusevangelist keith@b2bwhisperer.com 18
- 20. Social Connections 13 Philadelphia, April 26-27 2018@lotusevangelist PLATINUM SPONSOR GOLD SPONSORS BRONZE SPONSORS GOLD PLUS SPONSOR SILVER SPONSORS SPEEDSPONSORING BEER SPONSOR