Telecom and IT departments need to use their senior engineers for more high-value tasks.
About a month ago, I wrote a 1 Comment why telecom and IT departments need to change their support model in order to scale IT. The thesis of this post was that organizations should move to a self-service model where employees could perform many of the run-of-the-mill, mundane tasks that senior engineers are processing today. This includes things like voice mail password resets, setting up speed dials, changing call forwarding numbers and many others.
Since writing the post, I’ve received some feedback from IT managers. These managers indicated that shifting to a self-service model is a great option. Many organizations like the concept, but may not want to shift every administrative task to the user.