I’ve seen it over and over again.
A user puts in a simple request. Nothing elaborate or unusual – just a standard request. It goes into the queue, generates a ticket, and then… nothing.
Days or weeks later, an overworked, tired engineer in the back office operations room finally gets to the request, opens a process document, and begins the laborious task of doing the same thing that he or she has done dozens of times before each time that this type of request comes in. Ok, maybe the IP address or the user name has changed, but the process is the same as it has always been. And it is slow. Very slow. And the engineer may make a mistake. And, quite frankly, it’s frustrating for the user and boring for the engineer.
It’s 2016. We …