Before the posters make sure the guy at the top of food chain back you up in writing (read:e-mail). A formal policy would be excellent. This is important because it's the only way to prove to users, not using sysaid is a sin.
Next make sure everything works. Especially the agent and the process of filing an sr.
Next warned the managers (yes, black and white as in e-mail) that you will not commit to any request outside sysaid and will not be held responsible to any production hazard cause by a user who has IT problem but doesn't bother to get help properly.
THEN you flood them with the posters.
In actual operational of course have a priority so you can make an exception for a really really urgent matters. Actually ignore cases big enough to cause a "riot" but not really a "show stopper" to make them believe you meant what you said.
I've been and still fighting the same war. What I find relatively effective is... whenever I'm involved in a discussion about failed coordination, miscommunication, monitoring, follow-ups..and sorts I always brings out sysaid as the solution. And annoys them with phrases like "You should've implemented sysaid..." or "Now you know why we need sysaid..." or "none of this would happen if you got something like sysaid..."
Oh.. and unless you're prepared to switch to a "call center" (read:have legions of helpdesk staff) scheme... whatever happens never... NEVER EVER.. fill out SR for the users.
This message was edited 1 time. Last update was at 19/11/2009 21:47:38