The most comfortable solution may not be the best solution

Hello everybody

     Last week I talked about “comfort” and how Information Technology has made our lives more comfortable.  That contemplation has made me evaluate the word “comfortable” beyond the direct application of technology to our daily lives.  In a broader sense, these thoughts led me to closely exam how comfortable and satisfied we (ODU’s IS Department) feel in delivering the full spectrum of technology solutions to our customers.

     Our comfort level in providing world-class technology service and support actually fluctuates from day to day.  Some days we feel very comfortable in meeting our customers’ expectations, other days not so.  It’s the nature of our business.  Because technological advancements occur frequently and are often extensive, IT personnel struggle constantly with emerging technology standards.  I have come to the conclusion that, sometimes, the most comfortable solution may not be the best solution.

     Here’s how that works.

     As new IT standards are defined and implemented, IT personnel are often faced with a dilemma.  We strive to make the user’s technology experience as seamless and “comfortable” as possible.  But there is usually an inverse reaction to this intent.  Namely, the easier we attempt to deliver a comfortable user experience, the more difficult it becomes for us on the back end to deliver and maintain easy-to-use interfaces.

     A good example of this is the network logon.  Everyone hates passwords; especially passwords that must be changed frequently because of security standards.  In the last decade or so, IT personnel have worked hard to achieve the “single sign-on.”  In theory, it’s a great concept! Hey – one password for everything!  Yeah… right.  Let me tell you, getting totally disparate systems to “talk” to each other is a nightmarish task.  I think Middle East peace talks might be easier!

     But single sign-on is a worthy endeavor.  Comfort for the end user in this regard brings greater efficiencies.

     Another example is end-user installed software or rather, the policy against end-users from installing software on their work PCs.  Some of our customers look at us as though we are the evil Big Brother, limiting them from being productive by “locking” down their PCs to prevent software installations. 

     But, believe me, we are not the bad guys! True, it would be very easy for us to allow end-users to install software.  It would also make us very popular!  But look at the ramifications: increased exposure to security threats; proliferation of non-licensed software; redundant, non-standard applications; and issues with configuration conflicts.  All of these consequences would lead to heavier workloads as IT personnel responded to increased service requests.  And such conflicts would reduce productivity for all people and systems impacted.

     So, like everything else in life, greater efficiencies and best solutions often require a bit of effort.  It’s a simple lesson that people often forget.  Maybe we forget because human beings love to take the path of least resistance.  And, to come full circle, that is why everyone loves technology!

     Well… no revelations this week, folks.  Only this: at the end of the day, doing the right thing can often be uncomfortable.  Hey… if it were that easy, life would be no fun!  Right?