Shakespear enters a service request

To web, or not to web, that is the question—
Whether ’tis easier for consumers to suffer
The Slings and Arrows of poorly designed UIs,
Or to take Arms against a Sea of interfaces,
And by opposing end them? To browse, to shop—
in comfort; and by comfort, to use an app to end
the limits of screen size, and the thousand Natural shocks
that mobile devices are heir to? ‘Tis a consumerization
devoutly to be wished. To shop, to resolve IT needs,
perchance to surf; Aye, there’s the rub,
For in that enhanced user experience, what productivity may come,
When we have shuffled off this legacy coil,
Must give us pause. There’s the respect
That makes Calamity of forms based interface:
For who would bear the Whips and Scorns of IT,
Th’ Service desk’s wrong, the end users Contumely,
The pangs of despised service requests, the ITs delay,
The insolence of escalation, and the Spurns
That patient merit of the unworthy service tickets,
When personas themselves might their ticketus make
With a form based service request? Who would these escalations bear,
To grunt and sweat under a weary file,
But that the dread of something after resolution,
The unresolved escalation, from whose bourn
No end-user returns, Puzzles the will,
And makes us rather bear those bugs we have,
Than port to others that we know not of.
Thus upgrades do make Cowards of us all,
And thus the unresolved hue of “Resolution”
Is sicklied o’er, with the pale cast of a closed ticket,
And enterprises of great pitch and moment,
With this regard their Currents turn awry,
And lose the name of Productivity. Soft you now,
BMC. Enterprise, in all thy Orisons
Be all my service requests remembered.

Leave a Reply

Your email address will not be published. Required fields are marked *