1. Assume you work on a help desk for a large company. Last night, the system administrators upgraded applications that are accessed via a URL. During the upgrade, the URL was changed. The system administrators forgot to inform the application users and help desk of the change. First thing in the morning, the help desk starts receiving calls from frustrated employees who are unable to access their application as they did yesterday, and they don’t know why. How do you respond to this situation? As you decide, consider the following questions:How do you de-escalate the frustrations of the employees when you don’t know the answer to the problem yet?When you find out that the URL was changed, how do you communicate the new information to the application users?What step in change management wasn’t fully completed that could have avoided this situation? If you were the help desk manager, how would you communicate the need to fully complete all steps in change management with the system administrator manager without creating tension between IT departments? (On the help desk, you never want to create tension with other IT departments because you depend on them to resolve escalated issues.) 2. Write a post of at least 100 words giving your answers to the preceding questions, explaining how you would handle this situation. Include steps you would take regarding customer service, change management, and interdepartmental relationships in IT.
Question
- Assume you work on a help desk for a large company. Last night, the system administrators upgraded applications that are accessed via a URL. During the upgrade, the URL was changed. The system administrators forgot to inform the application users and help desk of the change. First thing in the morning, the help desk starts receiving calls from frustrated employees who are unable to access their application as they did yesterday, and they don’t know why. How do you respond to this situation? As you decide, consider the following questions:How do you de-escalate the frustrations of the employees when you don’t know the answer to the problem yet?When you find out that the URL was changed, how do you communicate the new information to the application users?What step in change management wasn’t fully completed that could have avoided this situation? If you were the help desk manager, how would you communicate the need to fully complete all steps in change management with the system administrator manager without creating tension between IT departments? (On the help desk, you never want to create tension with other IT departments because you depend on them to resolve escalated issues.) 2. Write a post of at least 100 words giving your answers to the preceding questions, explaining how you would handle this situation. Include steps you would take regarding customer service, change management, and interdepartmental relationships in IT.
Solution
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De-escalating the frustrations of the employees: I would empathize with the employees and assure them that we are working on resolving the issue as quickly as possible. I would also keep them updated on the progress of the resolution.
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Communicating the new information: Once I find out about the URL change, I would immediately inform the users about the new URL. I would also provide them with a step-by-step guide on how to access the application using the new URL.
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The step in change management that wasn't fully completed: The communication step was not fully completed. The system administrators should have informed all relevant parties about the change before implementing it.
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Communicating the need for complete change management: As the help desk manager, I would have a meeting with the system administrator manager. I would explain the situation and the impact it had on the users and our team. I would then suggest that in the future, we should have a more comprehensive change management process that includes informing all relevant parties about any changes. This would not only prevent such issues from happening again but also improve the relationship between our departments.
In handling this situation, I would prioritize customer service by ensuring that the users are informed and supported throughout the process. I would also focus on improving our change management process to prevent such issues from happening again. Lastly, I would work on strengthening our interdepartmental relationships in IT by promoting open and effective communication.
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