The (pervasive) and conventional wisdom seems to be that all MSP’s and IT solution companies need ticketing systems. All incoming service calls absolutely need to be routed through a ticketing system and not via phone calls or other means. If you seek out advice online in this regard, you’re pummelled with all the stern advice about ticketing systems and the various free (and not so free) options.
The unusual story of Jim Kubicek, an IT consultant and business owner in Cumming, Georgia captured my attention recently. Due to a disagreement with the Cumming-Forsyth County Chamber of Commerce having unpaid bills, Jim’s company KIT cut off its services. What followed was the local Sheriff charging Jim with “theft by extortion”, “computer theft”, and “computer trespass”. All of these felonies could conceivably see Jim spending 45 years in jail. Incredibly, this is a small town with a population of 5,613, so I’d expect people like Jim are known to a large number of people in his local area. This is becoming a far-too-common cautionary tale we can learn from.
The most amazing side effect of being in the technology business is working with all sorts of technical people. Most often, they work for manufacturers or vendors; but they sometimes branch out and start their own businesses. After more than 16 years as a consultant, I’ve learned a few things and sometimes get to pass on my “straight talk” to others who do what I’ve been doing so long. I want to do more of this when I can.