Impact of CC4 on internal support response times
after a few frustrating meetings with my collueges, it's got me thinknig about the negative impact CC4 has had (and continues to have) on the internal ICT support department (and also the end users.)
We got CC4 last summer and have been battling issues ever since. We were fairly stable before SR1 although have never had all our support calls closed since the upgrade. I am now dealing with a few issues with RM Support that have arrisen post SR1, whilst trying to catch up on things that have been put off for ages (e.g: new applications.) I joined the team in April last year and we had about 4 months of CC3 before the upgrade- whilst we wern't sat twiddling our thumbs I was able to perform routine maintiance and deal with any network problems or staff requests pretty much as they arose (i.e: just a couple of days turn around for a new package usually.)
Since the upgrade we've been limping through at reduced effectiveness 'short term' although I don't see an end in sight anytime soon. Things that would normally have a few days turn around period are now done 'when they can be'- some software titles have been put back months. I am currently not able to perform all my duties in my job description due to time constraints and our other technician is having to take up the slack which is reducing his ability to respond to problems too- we both feel overworked and frustrated.
It's not just obvious CC4 problems but some asspects of it seem to make it more work than CC3 in the day to day running of the network, although this has got better with SR1.
It's not very good for job satisfaction 1.) feeling overworked but also 2.) feeling that you are not able to help the users quickly enough and 3.) feeling things are getting neglected/ overlooked
Is it just us, or does anyone else with CC4 feel this way?