cy@
Developer
The "incident" in question happened to be an accusation of unauthorized access to a specific machine. An investigation ultimately showed that the accusation was unsubstantiated.
The reason it was ultimately workplace politics - that customer could not tell the difference between authorized and unauthorized access, AND had a history of demanding fixes that could not be realistically provided within the rules of how the company's infrastructure even functions. I was often the messenger of the denials from chain of command, and provider of the correct solutions, that was my job... And he was not very high up on the org chart, same level as me.
Me, too, that was the case on my $JOB.
I would not trust an AI to manage my passwords, buddy. If somebody's password expires, make 'em jump through the hoops to recover it. Who can afford to neglect maintenance of their passwords in this day and age?Should be a basic life skill if you want to be a functional adult these days.
I would not trust an AI to issue Office365 licenses. Maybe denials if the account is not normally eligible... But the logic of deciding which accounts are eligible and which are not - that is a very political question. You'd think that everyone in the company should be eligible, right? Not exactly, that depends on the role, the logic (about eligibility for the licenses) changes - if that does not sound political, I don't know what would.
AI managed passwords are not the issue. AI responding to breakage, fixing it and notifying the team by email in the morning with a list of fixed incidents would be the plan.
ITIL is a company-wide and it's a checkbox one of our large clients expects. It certainly reduces confusion about process.I could see attempts to follow ITIL standards company-wide, and I tried to study those. Unfortunately, rank-and-file users were simply frustrated at consistently being ineligible for those coveted Office365 licenses, and often took matters into their own hands, usually blindly. I do think that's just office politics.