Successful, redefined

This IT pilot fish works in change management at a big organization — with at least one big contractor problem.

“We’ve just completed an upgrade of a software package used on every workstation,” says fish. “Normally, that takes a couple months. But this critter took a full 11 months to deploy.

“The contractor had multiple stops and starts, and the software had to be sent back to be re-engineered four times.

“The engineering was so bad that at one point the engineers showed a splash screen saying ‘Please Wait for the Reboot’ — then failed to call the reboot, leaving the customer setting for hours looking at ‘Please Wait.’

“The service desk fielded over 40,000 calls about it — it was so bad that, at one point, the service desk failed to meet its contractual service level.

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from Computerworld



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