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- This topic has 204 replies, 82 voices, and was last updated 8 months ago by redmex.
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Arguments against IT staff in open plan office
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finephillyFree Member
Most ‘open-plan’ offices mean a massive room with 200 of the lower paid staff chucked in together, like some kind of bear pit. Getting an office is then a reward for being promoted.
The reason for open plan in the first place was to foster teamwork and creativity. Walls were a barrier. This is great, if an architect designs an inspiring workplace and there is some added value to being creative and team-working.
3tjagainFull MemberWe established on the other thread that only bona-fide Alpha males carry knives around in their daily life.
Can someone create the Venn diagram for IT support professionals and knife carriers? It’s looking like the international dialling prefix to me.
Then you run into the leatherman conundrum. Not big enough to satisfy the knife boys, geeky enough for the IT bods but a dangerous weapon in the eyes of the law 🙂
1mattyfezFull MemberHaving IT out in the “open” is a total PITA. People walk up all the time with “can you just…?” requests, you get treated as a one stop shop for “I need a new [IT thing]…”
It’s just constant disruption.
This.. ‘drive by requests’ are really disruptive… **** off and log a ticket so it can be prioritized correctly. If you are unable to log a ticket (connectivity issues etc), then pick the phone up and it’ll be fixed there and then on the phone, & a ticket will get logged on your behalf and progressed accordingly.
Having people walk up with ad-hoc requests/ random rants all the time is not scalable, and if there’s no ticket logged, it makes analytics for incident management/problem management & service improvement impossible if stuff keeps getting fixed ‘under the table/off the record’
3johnx2Free Memberthe Venn diagram for IT support professionals and knife carriers? I
That’s too complex a relationship for a Venn diagram – I’m thinking ceremonial elvish swords for one thing.
2CougarFull MemberCan someone create the Venn diagram for IT support professionals and knife carriers? It’s looking like the international dialling prefix to me.
+
?😁
if there’s no ticket logged, it makes analytics for incident management/problem management & service improvement impossible if stuff keeps getting fixed ‘under the table/off the record’
It also means that it looks like you’ve done nowt all day. If your KPI is “tickets closed” and you’ve run around fixing 57 “have you got a minute?” issues that day then the office will love you right up until you get sacked for underperforming.
jimdubleyouFull MemberI believe the OP needs to request a “build room” or “server room” – that’s where our desktop support guys usually hide out, picking off the easy jobs from the ticket system so they look busy…
😉
meftyFree MemberThis.. ‘drive by requests’ are really disruptive… **** off and log a ticket so it can be prioritized correctly. If you are unable to log a ticket (connectivity issues etc), then pick the phone up and it’ll be fixed there and then on the phone, & a ticket will get logged on your behalf and progressed accordingly.
Struggling to see the difference between someone walking up and phoning up – eye contact, I guess.
1mattyfezFull MemberIt also means that it looks like you’ve done nowt all day. If your KPI is “tickets closed” and you’ve run around fixing 57 “have you got a minute?” issues that day then the office will love you right up until you get sacked for underperforming.
Also this… my last boss, who was a new hire, actually said to me one day ‘I don’t understand what it is you do all day’ and there were noises about putting me on a performance improvement plan.
I resigned not too long after that.
slowoldmanFull MemberDisruption from what? That’s what they are there for.
From experience it is a bit of a pain having people walking up when you also have a queue of problems and requests in the call logging system you are trying to work through. But it’s how it is. I don’t recall security ever being an issue.
if there’s no ticket logged, it makes analytics for incident management/problem management & service improvement impossible if stuff keeps getting fixed ‘under the table/off the record’
We logged walkups in the system.
1grimepFree MemberOpen plan may work for a traditional “office” type environments but imo creative industries and software developers work better with quieter single flavour workrooms. But pretty much every office build after 1970 was open plan.
Make everyone put support requests in via Jira and ban walk-up cases.
1CougarFull MemberStruggling to see the difference between someone walking up and phoning up
… which is part of the problem.
1crazy-legsFull MemberBut it’s how it is.
Which is really inefficient for all concerned.
Plus as mentioned it leads to work going unrecorded, items being given out without audit and other jobs being disrupted.
1CougarFull MemberWe logged walkups in the system.
Then you’re just encouraging them. Why would they ever log a ticket if they know you’ll do it for them?
“Happy to sort that for you, but I’ll need a ticket logging.”
3mattyfezFull MemberStruggling to see the difference between someone walking up and phoning up – eye contact, I guess.
And
We logged walkups in the system.
Might work if you have a dedicated 1st line support person(s) who do nothing else… in reality you often have to wear many hats in a service delivery environment, 1st line, 2nd line, incident management, problem management, analytics and monthly reporting to various stakeholders… some of these functions take time without interruption.
And if you have a major incident to deal with, a p2 or a p1 then literally eveything has to stop to deal with that issue exclusivley… and then there’s the aftermath of a p2 or p1 incident once it’s fixed… root cause anaysis reporting, that feeds into problem management and change management processes.
“but I only want a new mouse/there’s something wrong with my spreadsheet fomula!” I hear you cry! get in the sea.
onehundredthidiotFull MemberOur new build will be open plan for a max of 160ish. It will be truly terrible.
Mind you we should be inspired because it’s a learning space and not 8 classrooms. I’m biting my tongue as I’m going for promotion. Once that’s done, then I’m going to properly vent.
1nickjbFree MemberThen you’re just encouraging them.
Encouraging people to ask for help when they need it is a good thing.
“Happy to sort that for you, but I’ll need a ticket logging.”
Or “Happy to sort that for you, I’ll just log a ticket first.”
6simondbarnesFull MemberIT people should be locked away in an office, they all sound like moaning **** 😅
2johnx2Free MemberThen you’re just encouraging them. Why would they ever log a ticket if they know you’ll do it for them?
Sorry for being truly tedious, but our guys just say “yeah we can give you a headset to replace the one you’ve left at home in time for your meeting in 10 minutes, you utter utter numpty [they generally only think the last bit]. Can you just log it?” and then point at a laptop on a desk where you put in your email and click a box. Er, and that’s the extent of the drama.
I know. I know. I have no humorous anecdotes to enliven this scene of day to day corporate life. Maybe someone went “hmph” once, it’s possible?
mattyfezFull MemberOr “Happy to sort that for you, I’ll just log a ticket first.”
No.
Times that by 20 in one day, and it throws your entire workoad off for a whole week, then you get account managers and product owners bitching at you because service report x wasn’t delivered on time.
The only time service delivery should be logging a ticket for you, is if you physicaly can’t do it yourself, locked account/no connectivity etc.
mattyfezFull MemberIT people
Are not your personal assistants/hand holders/botty wipers.
2johnx2Free MemberAre not your personal assistants/hand holders/botty wipers.
Indeed. That’s another Venn diagram altogether.
1oldtennisshoesFull MemberTimes that by 20 in one day, and it throws your entire workoad off for a whole week, then you get account managers and product owners bitching at you because service report x wasn’t delivered on time.
Who’s time costs more?
argeeFull MemberOpen plan offices isn’t the end, they’re not that bad, been in them for a few years now, had all the hissy fits at the start with bosses complaining about being in with the minions, security issues would be a nightmare (work in MoD), no privacy, etc, etc, reality is you’re all going to be in the same environment, in your own little clusters, doing the day job, you’re all covered by the same company policy as well, so misconduct and so on will make people aware of what they can and can’t do.
As for doing non work stuff, it gets done, at the beginning folk put so much effort into hiding it, now i walk through an floorplate and you just see folk openly watching their phones, chatting, etc, but it’s recognised as normality in the work day, of course if it’s taking up most of peoples days it gets noticed and stamped down on pretty quick.
Anyway, just accept you’ll have an acclimatisation period, same as everyone else, you’ll find your happy medium, same as everyone else, you’ll survive, maybe even thrive!
nickjbFree MemberWho’s time costs more?
Or even who’s job is it to offer IT support?
1ashhhFull MemberNo chance mate. All modern workplaces are open plan. I don’t love them, or hate them tbh. I do miss my old office but those days are gone. There’s far far far more sensitive information than IT being processed in open plan offices.
3mattyfezFull MemberWho’s time costs more?
Funny you should ask that…
The answer is, it’s impossible to quantify without a correctly logged incident, in order to assign it the correct priority in line with business needs.
For example if the CEO can’t acess thier email, that would be assigned a higher priority than Colin from accounts who’s struggling to send a document to the office printer.
2johnx2Free MemberThe answer is, it’s impossible to quantify without a correctly logged incident,
you win. You get your office… 🙂
1franksinatraFull MemberSounds like you just need to catch up with the 21st century and adapt to a perfectly normal work environment
1mattyfezFull MemberThere’s far far far more sensitive information than IT being processed in open plan offices.
Then the company would struggle to maintain thier ISO certifications, and other industry compliance/security related certifications – which many clients insist on as a base level of competence at enterprise level, before they will even look at a company for a project/service contract.
That’s another huge time sink for IT departments…annual external audits related to information secuity.
1oldtennisshoesFull MemberWho’s time costs more?
We’re often so wound up in our own little worlds that we forget that this is really about service delivery. And that is subject to the same design thinking forces as everything else
Desirability, Viability, FeasibilityThe sweet spot varies between services, but the folk doing the delivery don’t tend to decide where that sweet spot is.
I have a love hate relationship with ticketing systems, except SNow which I just hate, but from a BI/BA perspective they can be useful.1mattyfezFull MemberAgreed, it’s never black and white, and it depends on the individual business priorities.
4theotherjonvFree MemberSo after 4 pages the one thing we all agree on is that no-one wants to share an office, open plan or otherwise, with the weirdoes from IT?
3pk13Full MemberThis has got thread of the year all over it. 😂
I did my IT support in a field today a very muddy field.
alan1977Free MemberYep, conclusion.. IT and normals do not want to share the same space
However, this is a normal scenario… and getting used to it it will be fine
re walk ups and phone ups…..
I rarely answer the phone, If i do it better be critical, or my response is to log a ticket and we will get round to it
and yes, i will be using the office as and when, and i think the rest of the time i will probably sit with a headset on all day.
TheBrickFree MemberWho’s time costs more?
Irrelevant both will be waiting while the ticket is being logged.
oldtennisshoesFull MemberIrrelevant both will be waiting while the ticket is being logged.
Not usually.
‘Oi my mouse isn’t working’
vs tapping away for at least 30 seconds whilst that stuff is entered into the ticketing software.
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