Typically if you work at a support organization you react on what happens at the customer. As soon as problems appears in a certain area, a support engineer will need to investigate what happens and see how the issue can be resolved.
OK, so do we just wait and see what will happen and respond as soon as something new comes up? No, of course we try to prepare ourselves and try to anticipate on what happens. Looking at the last few years, with the ZENworks suite we have seen new technology like the Middletier server, Patch Management, Asset Management and recently the endpoint security with SecureWave Sanctuary. In some cases we as support are able to prepare ourselves properly and get intensively trained on a product, sometimes it's more difficult to get up to speed and learn the new products we support.
So what's next? As we all know time doesn't stand still and technology evolves, it looks like that early next year Microsoft will be delivering Vista and at the same time Novell is working on the next generation ZENworks. I'm sure next year will be an interesting one for me and my colleagues within the ZENworks support teams at Novell Technical Support. If new products get released it's always the question how many impact will this have on the amount of support calls we will get, sometimes a new release causes a huge amount of questions and sometimes we see a very slow start and in these situations we do not see such a huge difference in the amount of support calls we get.
The big question.... I have heard people screaming to get beta software that will allow them to start testing Vista while others indicate they won't even start thinking about implementing Vista within the next year. What are your plan's with the release of Vista, would you like to implement it the day it gets released, or would you wait for a month, half a year, year, 2010, .......?
What's your plan? Initially install it on a test-workstation at the IT helpdesk, run some pilots with a small group or do you want to move your entire company as soon as possible?
Let me know.....