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Orientation Software Issues - Coggle Diagram
Orientation Software Issues
Key Problem #1
Don and the IT department is downplaying the outdated way of doing orientation.
How did This Happen?
Don is not properly informed on the procedures that other groups preform therefore he has no idea how bad the current system actually is
How does this impact IT
This puts IT in a bad light from many of the other organizations since they arent being properly supported. IT is seen as being too self-centered to help others.
Consequences
More and more time and will be spent on new-hire orientations. This cost of time also costs money in new-hire salary and paper due to the lack of online forms
Solutions?
Go to Don and explain how first hand that the orientation system is outdated and hardly incorporates any IT systems due to them still relying on paper.
Help Don understand that running the IT department means supporting other teams and systems other than IT monitoring tools. IT is a supporting group, not an isolated one.
Do your own research on new orientations tools to present to Don. This may help him understand how unnecessary an in-house system is and just implement a new system ASAP.
Key Problem #3
Nick and upper management as a whole seems to think there is not an ongoing issue with the IT department and says that consultants overreact.
Consequences
IT may be unhappy with how people view their support.
IT will hopefully be nudged to be more end-user focused rather than self-focused
How Does this Impact IT?
IT will hopefully be talked to by upper management about the lack of support they are putting out. This means IT will more than likely be unhappy about the complaints, but they will be focused more on supporting others rather than themselves.
How did This Happen?
Upper management may not understand the full scope of IT's abilities and responsibilities so they might not monitor and critique their work as much. This means is a potential self-centered person like Don gets in charge, the whole department reflects his actions.
Solutions
Further educating Nick on how the HR department is being forced to waste new hires time with outdated ways to filling out orientation forms and the amount of paper that is being wasted practically going against the principals that the green energy company stands for.
Informing Nick on how the IT department if more focused on creating systems for themselves for monitoring servers rather than supporting the HR department, basically putting them at the bottom of the priority list.
Educating Nick on the lackadaisical nature of the IT department when it comes to supporting the HR department..
Key Problem #2
IT needs a better helpdesk/end-user support system.
Solutions
Assign one IT employee to one end-user IT related issue
Create an in-house solution for work tickets.
Have IT helpdesk users document user problems in real time using help tickets. This way no matter who takes care of the issue, the end-user only has to explain one time,
A ticket-based web portal is created for helpdesk users to pick up tickets and end-users to create IT tickets to be assigned to ONE person.
Check out vendor solutions for a work ticketing system.
How does this impact IT?
The amount of time spend re-explaining tickets and overall time spend on end-user support is increased without a ticketing and tracking system.
People see IT in a bad light since their end-user support is so abhorred.
Consequences
More time is spent at the end-user helpdesk.
People are more likely to just live with their problems rather then get help since the friction to do so is so rough.
How did this happen?
Often times smaller companies do not have helpdesk/ticketing software since the organization is small enough for a simple phone call. When the business grew, the IT helpdesk practices did not!
Stakeholders
Customers
Maggie
HR as a whole
Don
Nick
The IT department
End-user helpdesk support
Ryan
Outside vendors that will potentially be selling orientation software.
Relevant Facts
IT is seen as inadequate in this company.
Upper management tends to side with IT mentioning that they are an "easy target" for the consultants.
End-user support is abysmal to say the least.
There is NO active ticketing system
Don is not connected with the rest of the companies group very well.
Maggie struggles very much getting through orientation with the system they have now.
Timeline
Arrange a meeting with Nick about how IT isn't actually completely innocent and how they are actively dragging some of the other departments down with the lack of IT support. Explain how I do not want him to say anything to Don since we do not want to unnecessarily upset him by getting into trouble with upper management unless absolutely required.
Do my own research on what software would be best for orientation.
Get Maggie and speak to Don in a pre-setup meeting about how outdated the current orientation solution is and present him with some outside vendor ideas.
Speak to Don about how great the monitoring software is and how instead of monitoring servers, they need to monitor SERVICES.
Speak to Don about how they may need to implement the ticketing system (there are many free versions from outside Vendors). Explain the benefits of having a ticketing system like this and how they can save money on time and helpdesk workers.
IF he does not agree to this them show him the process in person of new-employee orientation.
If he does not reconsider, speak to management about how grueling the hiring process is and to see if he can talk to Don.