We don't have that

This is a supposedly true story between a customer and a vendor's help desk:

Hello, we would like to open a PMR for a problem with z/OS

What is z/OS?

It is the operating system for our mainframe

We don’t have an operating system of that name. Is it Unix, Windows, LINUX?

Please do a search on zed forward slash oh ess

Oh look, we do have it – please wait ….

Classic, but a sad display of missing fundamental education in (primary) schools in my opinion!

by pwarmstrong June 16, 2006
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Maybe the same outsourcing company ran Powergen's call centre.

Posted by: Ray Mullins | Jun 16, 2006 12:36:35 PM

Maybe the employee left school before z/OS was introduced !
Anyway, I don't see why schools are to be blamed - it must be a responsibility of the organization running the Helpdesk to train its employees. I think one needs more than the knowledge of the existence of z/OS to handle the call properly.

Posted by: Birger Heede | Jun 18, 2006 1:25:23 PM

And as for who ever set up the help desk and populated the PM/trouble ticket/ tool.

Good grief ! who is this vendor ? ?

Posted by: Steve Bavies | Jun 20, 2006 9:17:11 AM

Help desk training / knowledge - ah that would be a fine thing.
You wouldn't believe me if I told you who the vendor was.

Posted by: peter armstrong | Jun 24, 2006 1:25:49 PM

This doesn't surprise me. I know there are even support personnel within IBM who don't know what z/OS, OS/400 (i5/OS), or OS/2 (gasp!) are. I blame that partly on schools, partly on the lack of training, and apathy to learn about the industry. Anyone who is in this industry ought to be passionate enough to read Slashdot or at least look at the Wikipedia article on IBM to learn something about the IT industry's heaviest hitter!

Posted by: Edward Doan | Jul 6, 2006 3:23:03 PM

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