For IT Managers it is always challenging to balance between her own internal department's needs and users requests with available human resources such as programmers, System Analysts, and Database Administrators. Usually, IT managers tend to give high priority to internal requirements since the manager's performance is measured mainly on the basis of Service Levels. For example, email server, database server, and web server uptime, and application response time are noticed immediately by users. If the downtime is not addressed properly, the manager can be flooded by user complaints. In case of downtime, the personnel at your department can get stressed to handle not only user calls, but also to get the failed system up and running. Many IT personnel feel theirs is a thankless job. So is every other service department.
On one hand, users demand more applications or new reports from IT department and expect it available immediately! The user's expectation has gone up exponentially since the developments in technology have been tremendous. Unfortunately, it is almost impossible to keep up with all the technology developments. Every six months there is a new, advanced development tool released into market by software vendors.
For example, just look at how rapidly Visual Studio versions are released with so many new functions. By the time you start to feel comfortable in one release, there is already a new release announced.
On the other hand, due to technology obsolescence, the IT department has to manage both old and new hardware/software technologies. For instance, the brand new web server, become outdated in technology in couple of years, however, due to heavy investment on the server, the IT Manager will have to continue to use the server. Within no time, your department can have range of technologies both old and new.
Give the pressures the IT Manager faces, it is indeed, important to prioritize his functions and manage user's expectation levels.
What an IT Manager can do in the given situation, for example,
1. Meet with user’s department heads and discuss their IT needs, perhaps, once quarterly. This will limit the number of ad hoc requests from the users and help you, the IT Manager, to schedule the development and delivery. Moreover, asking people to about their IT needs and making them to write their requests will help you to get clarity on their needs
2. Make IT personnel to record all requests to IT department and issue support tickets. If possible, use web based ticketing system, and make sure all the requests are channeled through a single window of service. Don’t have all your personnel to answer user calls; it is waste of time and unproductive.
3. Document the daily, weekly, and monthly IT tasks and ask your personnel to log their activity either on a log book or online log systems. So this will help to assess the amount of work done.
It is very important to use tools to automate your IT related tasks. Enable your IT personnel to learn and develop new time saving design/development/management skills.
Nevertheless, your personnel need to keep ahead of your users in terms of technology knowledge. Otherwise, your users look way smarter and IT savvy than your people.
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