When The Metrics Don't Measure Our Pain

When IT Problems Defy Logic

There are days when a knotty IT issue becomes every bit a Gordian knot. Every which way you try to untie it, your efforts face a dilemma that seems insoluble, bordering on totally impossible.

The limits of your expertise are tested by situations that usually defy logic or comprehension. You could almost hear yourself wondering whether your analysis stands the test of cogency and a proper understanding of the issue.

Finding Compromises

I offered to help two colleagues with some intractable problems. In one case, we found a useful compromise, having identified the bottlenecks and eliminated the drag created by unreachable links embedded in an active document.

The other was a tougher proposition, not made easier by a user who was a serial tinkerer, effecting unauthorised changes to his device. Then, with shadow identities resulting from a poorly implemented user lifecycle process, everything that could go wrong did. This contrasted sharply with the better setup and possibly more docile cohort of our wider user community.

Grasping at Straws

Each time we thought we had something that explained the problem, the apparent lifeline turned into clutching at straws for dear life. A walk out in the cold did not progress matters. I have now shared the conundrum with a wider technical group, and they are probably just scratching their heads without offering the succour of knowing our pain.

The Metrics Game

It is in the midst of this that the management team expects us to close incidents to fulfil a numbers metric, without any notion of the background effort that goes into issues we simply cannot resolve promptly, conclusively, and confidently. Tomorrow is another day.

A Lighter Note

Meanwhile, I have been thinking along with Brian about suitable collective nouns that anyone can remember and make good sense of. We started with a Bambi of deer and quite likely a Nemo of clownfish. I also fancy a Shaun of sheep.