You Want us to Support WHAT?!? Negotiation, Delivery, and Cultivation: The Gateway to Excellent ServiceDeployment
Right-o first off, Kerberos password, does that actually exist? Doesn't Active directory dish that out a kerberous token when you successfully authenticate when logging into a domain connected pc?
Doesn't
matter.
Yes the help desk is important and does really
need to be involved in changes, development and when something
goes wrong and they need to be let in on this early. I don't know how many times I have seen a change implemented, the service desk hasn't been updated or notified and calls are flooding in,
your trying work figure out a work around and ya cant come up with
anything, so you wander off an have a yarn with a level 3 administrator
only to find they have made a change or something has broken but they haven't let you know or you get a blank look as if to say I didn't think it would affect that.
A lot of time and effort can be saved by communicating with the service
desk but that only works if the higher levels in the team also
communicate with the service desk as well. The service desk I think also has a really good idea of how users work with the services supplied and can give some really good feed back on discussions involving future services or changes. Being able to ask with a users frustrations in mind how something may be affected.
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