Kathy, I've been in your shoes. If you are using ITSM, then this manager needs to understand ITIL and all the business process around the application. He doesn't need to code, but at least should understand the objectives of the different modules.
All you can do is try to lead them as best you can and raise objections (where appropriate) when they are suggesting a bad customization or not providing you enough time to code. With the managers I had that were like that, they learned over time that my suggestions/objections were warranted and I was doing my best to keep the system functioning at its best. Regards, Ben Cantatore Bed Bath & Beyond 650 Liberty Avenue Union NJ 07083-8130 Office: (908) 613-5769 Cell: (914) 263-6802 From: Kathy Morris <[email protected]> To: [email protected], Date: 04/22/2014 02:20 PM Subject: Remedy Support Team Hierarchy Sent by: "Action Request System discussion list(ARSList)" <[email protected]> ** Hi, Our Remedy team is having its challenges. Our Management has placed a person who has no technical clue about Remedy, or any aspect of software development to manage the critical Remedy Projects. Management seems to think that you do not need Remedy experience to manage these type of projects, all you need is the ability to go out there and ask questions, chase info down. The problem is: 1) this new person does not even know the right questions to ask, and 2) cannot articulate the answers. When the developer explains things to this project manager?. It?s like us talking to a piece of sheetrock. By the way, most of the ?ideas and processes? this person has begun to build is without leveraging the knowledge of the Remedy Developers J No information, new processes are even discussed to the developers. Unreal. I have not even mentioned the fact that the individual does not get along with 95% of the team. This individual is completely different Management so they think they have rescued us J What is the Remedy team structure like in other organizations? What roles are there? My experience has been Director of Technology, Remedy Team Lead, developers, admins, business analyst?. These type of roles. _ARSlist: "Where the Answers Are" and have been for 20 years_ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
