Today, my team got quite the surprise from one of the local sites we supported.
It started off innocently enough, when the supervisor for the local site’s interior design department emailed our team, asking us to do an enterprise activation on a smartphone she had just received from local IT. We sent her the standard answer that local IT really should be the ones sending us these emails, and not the users themselves. We CC’d a few people on the email so they were aware, including the regional team we’d normally send these emails/tickets to for enterprise activations.
A few hours later, the local CIO replied back, and in a message the was unusually out-of-character for him, stated that the site’s local IT shop would no longer be sending these emails, and expected the users themselves to send these emails to us, because he claimed he simply didn’t have the staff to send these emails out anymore, despite having the staff to issue these phones. Thing is, other sites have had far worse staff shortages than this site, and yet, the rest of them have had no trouble sending enterprise activation requests to us, as part and parcel of the process of issuing a smartphone to users, especially since it’d be much easier for all involved, given that they had all the necessary info for the enterprise activation right at-hand. Plus, we couldn’t always count on the technological savvy of end users to provide us with the information needed to do the enterprise activation, not to mention some users have been notoriously difficult to get a hold of.
When my team read the email he sent, we were very surprised, because as I mentioned, the email he sent was extremely out-of-character for him. Plus, having local IT send these enterprise activation emails has been a long-standing policy, which all other sites have complied with, no matter what their staffing situations have been. And the supervisor for the regional enterprise activation team replied to the local CIO and backed us up, stating in no uncertain terms that local IT has to be the one to send the information, not only because they often have the information for the smartphone right at-hand, but so that his team could be assured the information is accurate. Plus, what would stop another end user from swiping the phone and claiming they had just received the phone, asking that it be wiped and have a new enterprise activation pushed in its place if it didn’t go through local IT, or before the original user realized their phone was gone.