Shockey Monkey Activationathon Tomorrow Night

Shockey Monkey
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As is customary when I’m in town, Shockey Monkey activation night is tomorrow night. I plan to go through the last two weeks worth of backlogged orders and get as far as possible in four hours. If you’d like to hop to the front of that line, you’re in luck – just IM me at shockeymonkey@ownwebnow.com address via MSN Messenger.

In order to qualify for this you must be signed up for Shockey Monkey already and you must meet the basic requirement of being a respected IT businesss (ie, have a web page and some sort of identifiable text as to what you do).

The setup starts tomorrow night, 6/24/2007 at 8 PM EST.

Vladfire 24: Mark Taylor

Vladfire
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As promised two weeks ago the British invasion of Vladville begins. First up is Mark Taylor, fellow blogger and a CRM / SPLA expert. This video was shot at the last years Microsoft World Wide Partner Conference and I was very impressed with Mark’s business model and how he went about information worker the market in UK – its similar to what Karl has been blogging about lately except Mark had it in place well over a year earlier. I recently got to speak to Mark about it and he told me that the process he describes in this video has worked very well for his company: ChorusIT. Check it out.

Vladfire24

Runtime: 6:55 minutes

Download a WMV (Microsoft Windows Movie) | (37 Mb)

Stream Quicktime (Fast, Streaming, Requires Quicktime) | (9 Mb)

HUD Monkey

Shockey Monkey
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I mentioned this before but there is a video of it too from CFL Helpdesk. Take a look at it, demonstrates the tie-in of Shockey Monkey, Trixbox (Asterisk) and HUD Lite.

The idea – save time on pulling up contacts. Download movie here.

System Center Essentials finally talks about Managed Services

IT Business, Microsoft, System Admin
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Dave Sobel was all over System Center Essentials at last years TechEd and frankly, I dismissed it way back then as another mee-too Microsoft entry in a hot market with an offshoot of SMS/MOM crippled down to the SMB without any of the features that make SMS/MOM somewhat of a success in the enterprise. We use all of these tools to manage our Own Web Now network so I’m trying my hardest to use the words that don’t inspire confidence in these things being actual solutions to the problem.

This year I tried my hardest to attend the many System Center presentations to see the progress (still on MOM here) and what I saw justified my previous position. Don’t get me wrong, they have improved to the point at which they might kill Level Platforms, the integration of System Center Essentials into the upcoming Microsoft servers (if/what/when) might give it a little bit of attention but what I saw in these tools had clear prints of the many failed Microsoft enterprise solutions when cripled/pushed down into SMB. I watched this presentation in which the presenter tried his hardest to explain how System Center Service Manager would help the company mange its support requests. While that tool might be great for the helpdesk to fill out on behalf of the user and get it right half the time, throwing a 50 page questionaiire clearly designed by a retarded CRM developer (you know the kind, that throw every available control onto a 6 mile long page) at a user will just result in people ignoring it.

Now there is some press about SCE being used to deliver managed solutions, but the story is still the same – license System Center Operation Manager in your network and then make everyone else buy into SCE. Riiiight.

If you ask me, and we’ll pretend you did since you’re reading my blog, Microsoft lost the SMB managed space by mismanaging it for close to a decade. One half-baked idea after another, one patching nightmare after another, making product support costs shoot through the roof where you only seem to buy the application framework but are left on your own to put together the pieces and make them work togheter… those kinds of moves have made loyal Microsoft customers either make it work themselves (middleware) or go with a third party solution.

And now, moreso than at any point over the last 10 years, people are using competitive solutions that actually solve the problems. Those third party solutions for security, spam, VoIP, network management, email, etc are not going to be managed by SCE and will likely keep the third party tools in dominance. Absolutely nobody I spoke to (outside Microsoft) at TechEd was using the Edge Role on their Exchange 2007 network. Even the most devout of MVP’s had Blackberries. And don’t get me started on the circumcised Forefront (bad TechEd 2006 joke). People are buying Asterisk VoIP, they are adding Macs, they are buying Vmware, they are buying third party appliances… and Microsoft is living in a realm in which only their solutions exist and only their solutions need to be managed.

Manage that.

Stump Exchange Experts

Exchange, Microsoft
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Second part of the Exchange Expert chat starts in about 10 minutes. Come over and join in the fun:

http://www.microsoft.com/communities/chats/vcs/07_0621_TN_ES.ics

Thanks to Microsoft for hooking this up.

Windows 2008 Certifications are up

System Admin
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The “new generation” of IT certifications is now official, Windows Server 2008 track has been published. Just like with the 2000 to 2003 track, there are two exams to upgrade your MCSE (now MCTS) credential to 2008. There is even a 40% discount code.

I wonder if this is a one-shot “pass or retake all 7” like it was in 2003. Either way, one thing you can bet on is that these exams are going to be extremely difficult. Time to spin up those 2008 boxes.

(oh, and all of you that cried foul about how expensive TechEd was…. you don’t want to look at the cost of Microsoft training for these exams. But as with anything, it takes a lot to separate hobbyists from professionals)

SBS Chat

IT Culture
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In a totally unrelated item to the last post, Andy Goodman, SBS MVP, is having a chat later tonight.

http://chat.sbsmigration.com/sbschat

20th person to join the chat gets a free Shockey Monkey tshirt.

Why are we losing these great community resources?

IT Culture
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Why are we losing great community resources? Why is everything going commercial, why does everyone want money for their time?

Dear friends,

There is no such thing as a community.

Oh sure, there are many brilliant people, many sociable people, many caring people and really just outright skilled peers that you can talk shop – and if you’re really a great person (or pretty) people might continue talking to you after the event. Every now and then they might drop you an email, or their blog address, or something of relevance… but,

There is no community.

Don’t get me wrong, once upon a time there was such a thing as a community, in which people wrote long emails, helped one another, blogged, put up podcasts, video blogs, wrote amazing books..

Where did they go?

Well, we’re still out there. We’re still talking, still networking, still helping one other out at all hours of the day and night. What, nobody invited you? Well, here’s the funny thing. When you don’t support those people that provide these items to you free of charge under the hope that you’ll learn something from it and extend the same courtesy to the people that have come after you… when you choose not to invest anything in your local community and only pick and choose to go to events where you might get something without ever putting any of your knowledge on the line… when the leaders of this community organize events and you don’t go to them because you’re too busy… when its in your budget to constantly take but never in the budget to contribute or give back… when it’s a community only when it benefits to you but “it’s just business, Vlad” when you have to support someone else… when you constantly challenge and insult those who actually care to contribute their knowledge in the open… when survey after survey comes up and you ignore it because you’re too busy to help the very people that want to help you and are only asking for some direction…

When all of that happens, the leaders lose interest and they share it behind the closed doors or behind the counter as a service. And they aren’t the ones to blame, you are:

  • If you don’t regularly attend your local UG meetings..
  • If you don’t support the people and organizations that support community events..
  • If you don’t support the webcasts and presentations..
  • If you do nothing to share what you’ve learned with someone else..
  • If you don’t have a blog or a wiki or any way in which you’re willing to make your opinion known..

Well, what do you expect?

For a week now there has been a survey out there asking the global SBS community members to post their opininions. The guy that put it together posted today wondering why there has been such a low response rate, given the size of the community? Someone forwarded me Chris’s blog post about how few people attended Microsoft’s quarterly partner summit. Amy sent me a newsletter the other day saying that only 50 people are paying members of the community she has built – and mind you, she has been to more SBS user groups as a free speaker than I can count.

You take the contributors to this community for granted and then have the decency to ask why Microsoft doesn’t care about you, why you have to pay for information, when the next SBS group meeting is going to be, when the next UG meeting is going to be, when the next SBS Show is coming out, when the documentation for something is going to come out, when the next video will be posted?

When?

When you stop thinking only about yourself and how the community benefits you. The community has benefited me and Own Web Now tremendously, but thats because I invested into it. If you aren’t investing into things, you can’t expect any returns.

As Robbie says: It’s that simple.

You can’t fix a business problem with software

IT Business, Shockey Monkey
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I can’t find any decent pictures of me in my “Go away or I’ll replace you with a small shell script” tshirt but yesterday I did just that. Part of doing business with OWN is that we trust you to set your own priority for the support requests. If something is urgent, we will handle it right away. If its a high priority case, we’ll work on it before we work on the other normal priority cases. It’s just good business. By setting your own priority you can rest assured that you get the support under an SLA and that when you really have an urgent issue, we’re there for you.

However, customers consider any matter, even a little annoyance, to be urgent to them. Not quite according to the SLA they agree to which defines an urgent issue as something that affects all users and makes it impossible for any work to get done. High priority is given to something that is affecting a large portion of the business. And just in case you’re wondering, no, it’s not urgent if the CEO is an idiot that nuked his entire inbox, if the business goes on the priority is normal.

It’s just human nature for customers to consider themselves the center of the universe and anything that happens to them needs to be handled urgently. Some MSP’s don’t even allow users to set their own priority, they let their staff judge how important something is. To each his own. Here were our support stats for Sunday and Monday:

Sunday: 31 support tickets, 16 urgent, 9 high
Monday: 89 support tickets, 30 urgent, 41 high

So I bounced an email to the Shockey Monkey mailing list and took some quick feedback. The resulting “replace you with a shell script” move is illustrated below:

Itsurgenteh

So I still trust my customers to tell me if something is urgent, or high. But if you go urgent and it just so happens its not urgent according to the SLA (service level agreement) we both entered in…. you get charged. Quick IM over to Dave Sobel to check if this is too rude and with his blessing it went into production around 10 AM EST.

Notice that you are not given a confirmation screen, just an alert. There is some logic behind that. I don’t want to ask you for a permission to agree with the SLA you already agreed to. I don’t want to automatically reset the priority to normal if the $250/hour bs fee doesn’t appeal to you. Perhaps this will make the customer read the priorities and consider where they would put this issue if it were their own IT staff doing it.

Back to the subject: you can address business issues with software, here are the results.

Tuesday: 75 support tickets, 1 urgent, 3 high
Wednesday:  28 support tickets, 0 urgent, 0 high

So we went from total 96 high/urgent priority cases on Sunday Monday, to only 4 after the warning went in. In all fairness, I have to give credit to Erick Simpson whose support portal always shoots back a confirmation email for every new ticket and explains their response time, SLA, etc – I even sent an email over to their support alias to get the threatening text you see up there.

Delaying Shockey Monkey agents one week

Shockey Monkey
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Sad to say this but after a full day of testing the latest Shockey Monkey agent code I am not ready to let it loose yet. I’m buying myself another week and will hope to push out the agents in a beta next Monday (instead of tonight, as planned). The problems are as follows:

  • Shockey Monkey mobile agent designed for Windows Mobile 6 and Windows Mobile 5 utilizes the SQL Server 2005 Compact Edition to provide offline content and caching. So if you update a ticket or create a contact when you have 0 reception, or want to quickly look up a contact, etc – the call is made to the local SQL database on the device. It seems that the rollout of that will require an update of mobile .NET framework and some other kung fu, not to mention prettying up the Interface.
  • The Server Monitoring WMI agent needs some server-side work to integrate properly into the ticket SLA escalation process. The way it currently works, you are required to deploy an executable on the remote server (that you wish to monitor) on which a Windows Service is installed. That service constantly feeds the server various inventory data (peripherals, system events) as well as pingbacks to track uptime, etc. Since its WMI based obviously lots of things can be monitored but designing a friendly interface around that is proving more difficult than I thought (friendly not powerful).
  • Random improvements to the SLA manager, network and system documentation sections, new ACL controls and how it all ties in together is something I have to discuss with Chad at greater length. I know how others are doing it and I think it blows, there has to be a better way.

I’ve literally be doing dev work for about a week now, plus a few other business roadblocks, so I have not had a chance to activate anyone. I will likely do some towards the end of the week.