KWAN FILES

NON-STANDARD SERVICE REQUEST

Environment: Service Desk

Scene 1: Scientific Applications consultant just walks into the Support War Room and asks for walk-in service. (This consistent behavior by passes the established process of phoning in problems.)

Scene 2: Service Desk Manager comes out of his office staring at the Sci Apps consultant, “What are you doing? Why are you disturbing my staff?”

Scene 3: Manager turns around silently and walks back to his computer and he starts entering two online forms. They are iService requests to have the Sci Apps consultant’s knee caps taken out.

In the iService Request:
“Staff, when processing this request, please open this request as Non-Standard Non-Validated request. Please assign to Dante, he will be the change builder. CIRA will be filled in by Dante. “
(Note: CIRA – Castration Induced Rectal Aggrivation)

Scene 4: Next day. The task goes into the system with a Target Resolution Time of 24 hours. Before it can breach, the change ticket SLA is properly executed, the Sci Apps consultant has both knee caps permanently removed and sent back through inter-office mail.

Lessons Learned: Never under estimate the power of those around you. Many actions can trigger unexpected reactions (Newton’s Third Law).


50% OFF?

Setting: Service Desk Environment

Scene 1: A Senior Staff member is working diligently taking phone calls on his wireless headset while typing furiously into his computer.
Note: General appearance: bald middle aged obese individual. (Friar Tuck bald)

Scene2: An African American woman co-worker calls his name, “Dante”, got a question fa you. The BO (Bald Obese) man replies “Shoot, what’s up?”

Scene3: African American woman asks straight up, “When you go fo a haycut, do you get 50 pacent off?” Her co-worker instantly lights up, his face turns purple and he begins fuming. He slams his fist into the desk obviously insulted by the innocent comment that was just made.

Lessons Learned: Never ask question to an individual that will highlight his/her shortfalls, insecurities and/or disabilities.