Prometheus Layer Eight – EP19 The job is not done until…

Prometheus Layer Eight – EP19 The job is not done until…

The job is not done until…

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In this episode we talk about the consequences of not filling in time and notes in tickets. Talk about management consequences like that you cannot staff correctly, cannot figure out where staff needs training, when asked if IT needs more staff we wouldn’t know, don’t know what is taking IT the most time to support, you have to fire someone because you can’t show why we need them, etc.


CFO – I need you to reduce IT costs. What opportunities do you see to reduce or streamline systems and staff?

IT Manager – We are busier than ever. I don’t think we can reduce any cost on personnel or system.

CFO – How do you know?

Oh, oh! The IT Manager either does not have the information at all, or knows that the information she has is not accurate. IT Managers hate these conversations as much as CFOs, CEOs or Presidents. IT Managers hate them because they know they are busy keeping the lights on and these questions come off as if they are not doing their job. Executives hate them because they always get the same answers and they don’t understand how to run Technology well enough to take out the hatchet themselves. There are many symptoms that serve as the catalyst to this unwelcome conversation:

  • Technology service delivery is slow
  • There is no Executive Report showing IT contributions to revenue
  • Technology costs have increased but efficiencies have not
  • Reports coming from the Technology department have nothing to do with business performance

These symptoms can be alleviated by sound Information Technology Service Management (ITSM) practices. There is one specific practice that falls by the wayside and is usually the root cause of most of these issues. I present to you, Documentation! More specifically, Helpdesk documentation of systems and user requests.

Think of this, the main goal of IT should be to add value to the organization by constantly improving their business processes through optimization and to add value to service delivery. That being the case, the IT department should be the most optimized and efficient department in the organization. The IT Manager should have readily available data about issue trends, service downtime, system performance, training opportunities for technical staff or system users. Having this type of information will enable the IT Manager to answer the questions quickly by pulling up a report or a dashboard that will show her the necessary data to make strategic decisions about her department’s optimization opportunities.

One of the common issues that IT Managers face in their department is the lack of documentation because many technicians don’t see it’s value. They are too busy fixing and deploying stuff and documenting time and resolutions seems like a nuisance. They are too busy and have to jump on the next call. This is how many technicians perceive the task of documenting. It is a mundane task to be done after they “finished” the job. It is something to satisfy the caprice of their manager.

Tell your non-documenting technician that “The job is not completed until it is documented“. Documenting arms the IT Manager with data that sheds light on issues that can be solved by training, consolidating systems and hiring the right staff for the job. With reports that map to business outcomes it also shows the value of IT to the business which includes IT staffing justifications. So pretty please, with sugar on top, document your work.

We love working on issues like this with you so look for solutions to these issues by visiting  to learn about our services.

We Love Our Clients-Made With A Purpose

We Love Our Clients-Made With A Purpose

We Love Our Clients

A Spotlight on Made With A Purpose

In this article we introduce you to Reshma Thakkar from Made With A Purpose. Reshma is the CEO and Founder of Made With A Purpose.

Reshma’s journey began in Southwest Michigan, half a world away from the rich culture and deep-seated traditions of India. Despite the distance, her heritage shaped her personality and colored her life, engraining a deep appreciation for the world and people around her.

Throughout her education and career, including a degree in Health Administration and a high-powered position as an IT consultant, Reshma continued to pursue her love of exploration. To-date, she has visited over 35 foreign countries, and embarks on new adventures as often as possible.

It was along this journey that Reshma was summoned with an inexplicable, deep desire to return to her homeland, India. She made the bold decision to take a three-month sabbatical from her successful career to journey overseas alone. What followed would eventually lead to her being featured on the groundbreaking television event, Belief, produced by Oprah Winfrey.

She has also since founded Made with a Purpose, a social enterprise committed to empowering girls and women in India with education, skills training, and economic stability.


Provide a stable, suitable source of income and an opportunity for a real career for underprivileged women

  • Reduce financial stress so women can help in taking care of their families by buying food, clothing, and contributing to family finances
  • Uplift women so they can gain respect in their families and be seen as an asset, not a burden
  • Empower women to provide improved quality of life for their families
  • Offer support to the community by providing a safe, fair working environment for mothers, grandmothers, aunts, and sisters of the school children, as women are the ultimate asset
  • Provide the tools and resources that women need to create a better life for themselves; we will not enable the women, but we will empower them so they are vested in their success as much as we are

Encourage further education for girls graduating from Sandipani Muni School

  • Offer jobs with tuition benefits for graduating girls interested in pursuing further studies
  • Provide internship opportunities for graduates interested in fashion design
  • Offer college scholarships for girls graduating from Sandipani Muni School who are interested in pursuing higher education

Build a safe, holistic workplace for women with amenities and integrated programs

  • Expand the existing sewing center to a larger facility with proper workstations, storage capacity and amenities for the women
  • Build a community of powerful women so they can support each other and have freedom and independence
  • Undo cultural conditioning, improve self-confidence and promote positive thinking through integrated programs
  • Provide educational opportunities for women such as literacy programs and English classes
  • Empower women so that their children have the moral support, financial support and emotional support they need to attend and excel in school
  • Teach women the importance of education for their daughters, thereby increasing attendance and improving graduation rates at Sandipani Muni School and reducing child marriage statistics
  • Treat women fairly with respect, love and compassion as every person, man or woman, deserves

Percentage of “Made with a Purpose” proceeds will also support the following:

  • Sponsor the education of the children of MWP women if they are not already being sponsored
  • Sponsor additional girls’ education at Sandipani Muni School 1 girl at a time with a goal of 20 girls per year
  • Work side by side with FFLV and other organizations in the campaign to eradicate child marriage by helping at the root cause and working directly with the women of the community.

We are proud to share that we partnered up with Made With A Purpose to ensure that their mission is on track by providing them with a Technology Assessment. The world is a better place because organizations like Made With A Purpose are truly driven by a Vision that serves more than themselves.

You can find out more and shop their beautiful products by visiting