I Am Not Your Company’s Computer Guy
06 March 2010
If you were watching Saturday Night Live during the 1990s, you remember Jimmy Fallon’s hilarious sketches as “Nick Burns, Your Company’s Computer Guy.” If you weren’t watching or if you’d like a refresher, scroll down to where I’ve embedded an example from YouTube.
Nick Burns was the help desk guy from hell. He could help with your computer problems, but you had to pay the price of being insulted and made to feel stupid. After taking care of your difficulty, Nick would always finish by asking “Was that so hard?”
So why am I writing about Nick Burns today? Here’s why. I’m trying to differentiate what I do for my clients from what Nick does. Most people see the phrase “computer consultant” or “technology consultant” and they think of Nick, the guy from the help desk, the only one who knows how to keep the computers and the networks running smoothly. Maybe they think of someone with a kinder, gentler attitude than Nick’s, but they do think of someone who performs Nick’s role.
Well, that’s not me. Not only do I have a better attitude than Nick’s, I actually do something entirely different. I don’t man the help desk. I don’t configure the servers or run network cable. I don’t install Outlook and connect it to your email account. No, that’s not me.
What I do is to supply a role that’s missing in many small and medium businesses – informed executive oversight for the use and management of information technology. This is the CIO (Chief Information Officer) role or the I.T. Director role, and many smaller companies don’t have such a person in their executive line-up.
In fact, most smaller businesses have little in-house expertise in I.T. There’s no expert oversight, no viable process for defining requirements, and in the end no way for the company to know whether or not a software or hardware vendor has really delivered the best solution for the business.
Yet they’re probably right not to have that expertise in house. They don’t have enough need for a full-time executive devoted that. But that doesn’t mean that they have no need for the role to be performed occasionally. They do. So what usually happens is that it gets shunted off in a direction that’s not optimal for the company.
Here’s how it often unfolds. The company’s executives realize that they have a need. They think it’s for some software and/or hardware to help automate their business processes. They decide to find a vendor or vendors to fill the need.
To make the decision, the company turns to someone they trust but who isn’t really qualified. This is often their accountant (how do you think the original Big 8 accounting firms managed to grow and spin off consulting divisions?) or their computer guy. The accountant typically knows little about the field, and the computer guy, paradoxically, may know even less. Adept at the nuts and bolts operations, the computer guy usually has no experience in optimizing business processes and their automation or in managing relationships with large vendors. Or the company may appoint an executive or committee to choose a vendor to meet a particular technology need. In any case the choice is made somehow, and then they turn the entire project over to the vendor.
This approach is gambling pure and simple. Sometimes the vendor will be willing and able to devote enough resources to find out exactly what the company really needs and to provide it. In other cases (and I’ve seen them, believe me) the vendor just puts in their standard product, assumes it’s going to do the right job, provides a little training, and walks out the door.
What’s missing is informed executive oversight, oversight of the requirements definition process, oversight of the vendor selection process, oversight of the project itself to make sure that the vendor delivers. This is the CIO role, and it can only be provided by someone who understands both the business and the technology. You can’t have one and not the other.
I supply that missing link. As a part-time, consulting CIO, I manage the requirements gathering, vendor selection, and vendor relationship processes. I also give advice on effective use of technology like accounting systems, marketing systems, online marketing campaigns, online customer relationship management, website utilization, and related fields.
And that’s why I am not your company’s computer guy. But I may be its part-time CIO.
As promised, here’s Jimmy Fallon as “Nick Burns, Your Company’s Computer Guy”:
Part One
Part Two
An even worse case is when a decision is made only on recommendation by a vendor’s salesmen without checking with those that have any idea if the solution is good or not.
I recently saw a company switch to design software against the recommendation of the chief designer. The new software is far inferior to the software they used before and does not even work completely. The software also does not add the features, statistics, or central management that was expected either. Now that same management is being sold on further software from the same company that they don’t even plan to have available till 4th quarter 2011. They currently are showing artist renditions of what it will look like.
Vaporware and good marketing will get you everywhere.
Thanks for your comment, James. I see this kind of scenario too, and I think it’s a real shame.
Many small and medium business owners and executives simply have no training in and no knowledge of proper procurement practices for acquiring technology. What’s even worse, they don’t know that they don’t know. That’s why it’s so easy for them to be seduced by the first credible salesperson who comes along.
It’s also why I sometimes seem to face an uphill struggle to educate companies about why they need to hire someone like me to help with such acquisitions. After one project, the light inevitably dawns.
Does it really take a rocket scientist to realize that trying to save money this way actually ends up costing a company considerably? An entire company, it's employees, and every penny of it's finances are only as good as the weakest link.
One would be quite suprised to learn of how many of some of the largest and most powerful companies are attempting to run on a shorestring IT budget. These same companies are quite the easy target for covert spying against them (by another company or even country) all types of hacking, etc… There aren't any safeguards to ensure that the company wouldn't take a heavy financial loss; or even be completely cleaned out.
Once properly discovered it would be too late. The laws in a majorty of areas simply haven't kept up with computer security issues.
One of the most suprising issues about this is the insurance companies which are supposed to be protecting these companies. It's interesting on how they just pass along a blank check in literally any amount when something goes wrong due to lack of proper oversight.
Good points. Part of the difficulty is that IT has traditionally been part of Finance in large corporations and has been considered an expense, a cost center, rather than a crucial strategic asset. Progressive companies and CIOs have been working to change this reactionary view for a long time. But there's much more work to be done.
Smaller businesses may inherit some of the outmoded views, but they also can potentially be much more flexible. That's why it's so important for them to recognize the importance of qualified IT executive oversight, realize when they don't have it, and hire it when they need it. Bringing in an interim CIO or part-time IT Director as needed for larger projects and periodically for assessments is a wise and cost-effective option. As you point out, regular security audits are mandatory.
These same companies are quite the easy target for covert spying against all types of hacking, etc… There aren't any safeguards to ensure that the company wouldn't take a heavy financial loss,That's why it's so important for them to recognize the importance of qualified IT executive oversight,It's interesting on how they just pass the buck !!!!
I think most people can be IT experts and not even know it. If you are familiar with working on your computer from home and troubleshooting problems you may have a career in IT without even realizing it.
I think the kindest reply I can make to your comment is that there's an enormous difference between a talented amateur and a qualified professional.
I've seen the results when amateurs create websites. Even when they look nice (which is rare) they're often vulnerable to hacking because the amateur doesn't know how to protect them. See Anthony Taylor's comment about security, above. And even professionals have been known to create software that's full of bugs, easy to hack, and fails to do what it's supposed to. See some of my other posts here for details.
So I can't agree with you. A real IT expert isn't just someone who knows how to troubleshoot his or her home computer. There's much more to IT.
You're definitely right steve, I also know how to fix my computer but there are times when I can't handle the problem anymore so I ran into a professional IT to solve it. It's just like the saying "you can't serve two masters" If you think you're a good IT and Web Developer.. think again because there maybe things you are missing.
Many executives nowadays still don’t have much knowledge about technology so they always believe in the sales talk of experts who come up to..
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Having some knowledge with computer makes me the computer guy virtually anywhere. Munchen: I have to agree as what I am missing most is – Time. Should we just ignore having pc knowledge
I sometimes feel sorry for the IT guys (not very often though) where I work. This is because they can hardly walk down an aisle without somebody coming up to them with a computer problem, either at work or at home.
Hi, Mark. Yup, it’s worse than being a doctor. Everyone wants free advice. That’s just one of the reasons why I say that I’m not the computer guy. I’m a different kind of animal.
Changes within the industry along with the IT industry presents increase for the dependence on innovative equipment. To become expert in most seriously isn’t also effortless. It’s not necessarily achievable to acquire in-house expert with regard to most types of jobs. Hence, there exists a requirement to seek the advice of specific offshore computer software providers for specialized assistance and support. Using the services of a software program guide could guide your own small business grow, as well as reducing the day-to-day costs as well. Quite simply, you could well be building an excellent investment decision by way of hiring somebody experienced to help you establish your business’ wants as well as guide set up packages to fulfill those requirements.
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@Winning Affiliate: Thanks for your remarks. You’ve made the key point. Many small and even medium-size businesses have no need for in-house IT expertise at the executive level. That’s where a consultant or part-time CIO can be so valuable, because when you need this kind of oversight, you really need it.
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I feel for you. I run into the same thing almost daily, even though we do different jobs. Every time I go into a business to consult with them (internet marketing) when they find out I have more knowledge than they do, they immediately begin to ask if I can do this or that. In many cases I can, but that’s not what I am there for and not what I want to be paid for. Generally, I have a group of trusted people that I know and send the business their way.
Dear Steve-
This seems really very interesting, but what specifically do you advise your clients to do? You mention “requirements gathering, vendor selection, and vendor relationship processes. I also give advice on effective use of technology like accounting systems, marketing systems, online marketing campaigns…”, but as a trained chiropractor, I don’t quite know what that looks like.
Where do I even start with something like IT and online marketing?
Respectfully-
Evocare Center for Physical Health
3500 South Wadsworth Boulevard, Suite 302
Lakewood, CO 80235-2054
(303) 980-5699
Variations inside the sector and the IT sector provides rise with the requirement for brand new applications. To get skillful to all is just not very simple. It’s not necessarily feasible to get in-house specialist intended for all types of assignments. For that reason, there is certainly a necessity to seek the advice of particular offshore application firms for specialist help and assistance. Hiring a computer software consultant could possibly guide your small company expand, and lessening the every day costs while doing so. Put simply, you could well be generating a great investment decision by simply getting somebody qualified to aid ascertain your firm’s needs as well as guide make programs based on these requirements. Good professionals support by way of producing recommendations. You may be expecting to answer a great deal of doubts concerning your firm. He or she will take note to your answers and also help to make strategies. You could find the concerns bothersome, nonetheless not having knowing the each day procedure of your organization, a software program coordinator are unable to advise the ideal alternatives.
Haha, yeah I remember those SNL skits. That was one of my favorite ones.
Maybe there are some who has the ability to do both job,with ease but the ratio could go to 1 in a billion. I agree that you could not be a master of both fields since it requires dedication for before you can consider yourself a master. I myself have to asked a friend or anyone to assist me and that’s the important part of it. Accepting the fact that you cant do both job at the same time. maybe you know a little but not much.
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For a lot of companies it appears that very often they will be sold a website with no content management system and no clue how to update it as things evolve for their business. Sites sold to companies that are still using them to this day after 10 years, some with no updates at all. They sell them the site and leave em high and dry. This closes out the value of the website to the business and the possibilities of building a working portfolio of ongoing clients. I am constantly surprised when I speak to business owners and they don’t know what SEO is; or they have a website that isn’t even very good and they are paying per click for traffic that probably wont convert on a shoddy site.
Good points. It is really important to have a CIO or CTO. Better understanding in tech and business side is essential in a fast growing business and it needs a person to look into the vendors services and determine what is lacking and what can be improved.
Absolutely. Too often there is no executive oversight on the client side with any real I.T. expertise, and the vendors simply take advantage.
Yes. Upon the bidding of services, executives must scrutinize the vendor and upon the implementation the executive will make sure that all promises, features, services are done properly.
Steve / Nick !
Funny. An amusing look at what many people in the I.T. industry feel.
I think the problem is often that the CIO insight is often too vague, and that role is not skilled enough to offer the value that it requires, so bad decisions are made.
There needs to be a cohesive partnership between the CIO, other senior management, and their architectural counterparts, to ensure both business, and technology decision making is feasible and effective.
I see that you have some architectural insight, and since you have listed a number of programming languages, you are broadly skilled. This is definitely something that is missing.
I’m not suggesting that a CIO be actively developing, but that they are aware of the impacts of their decisions, and have some idea how to validate their reasoning, and reach the most effective solutions.
We should chat more – your views are a lot like mine, or vice versa, since you’ve been in the business longer than me!
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Martin, thanks for your comments. You’re right, we seem to have similar views. Nice to meet a colleague!
The CIO absolutely has to have broad technological knowledge coupled with a high level of business acument. It’s a role that bridges the gap between executives on the business side and everything important on the technology side. It takes a rare individual to do this effectively.
It saddens me to see so many cases of companies that simply cede control over critical decisions, projects, and processes to the first or second vendor that happens to come along or catch their attention.
It would trouble me if the author did claim to be the designated IT guru and then post a video clip recorded from a cellular camera off of a tv set instead of screen capturing it with a video card or ripping it from youtube and then posting it on the web page. Now I sound as condescending as Nick Burns, the computer Actually, I understand that the author is a consultant and assesses feasibility and that can save companies a lot of unnecessary expense. He makes valid points and it was regaling to look back on those SNL skits.
Hi, Johnny. Thanks for your comments. Those videos are direct embeds from YouTube (not posted there by me), and they’re the best ones I could find at the time of posting. I agree that the quality is terrible. If anyone had posted vidcaps, NBC would probably have had them removed long ago. I’m glad that they let these stand, since they remain entertaining.
Hello Steve, I find it funny to hear about the different scenarios from the article and the reader comments. I remember back when I got some of my first real world experience working for a few companies as a developer. I worked on small teams, but I recall feeling almost shocked to realize the level of inefficiency that bordered on unprofessionalism. It was eye opening because before I had any experience, I had an idealistic, exalted perception of what a company with an IT department was like. It just goes to show you the human error that exists on any level of business and why you should not be intimidated about working at a new job for a large company. Once you’re oriented into the environment, you’ll see the flaws of the company’s personnel and why outside consultants are needed.
I agree with you, Justin. I’d even say that large, successful corporations are more likely to have inefficiency in many of their processes than smaller enterprises. Smaller companies understand about staying “lean and mean” while larger ones find it all too easy to get bloated with extra management layers and unnecessary procedures. I think the critical dividing line comes when the enterprise gets too large for a small executive team (no more than four or five) to maintain effective oversight of operational details. At that point the executives have to cede some control to a layer of directors and managers, who are then motivated to build their own fiefdoms rather than keeping the efficiency of the overall operation as their main goal.
You definitely have your job cut out for you, I think it might be easier to be the companies computer guy. I understand where you are coming from though and it makes perfect since to have an individual like a CIO in place ay any size company. Thanks for sharing your frustration.
LOL i’ve never seen that skit before. Hilarious.
That was a funny trip down the memory lane of late night comedy. It is pretty amazing that the Nick Burn’s alter ego, Jimmy Falon has continued to evolve his career in comedy with his late night talk show. And did you notice who the guest star was? Jamie Foxx. At least I think he was the guest host because he certainly wasn’t a cast member of SNL; He was a cast member of In Living Color, wasn’t he? Anyway, Thank you, Steve, for bringing me back in time. I am quite sure you are a bit more interested in solving problems than demonstrating how little others know about your area of expertise. LOL
Nothing I hate more than a computer tech throwing geeky mumbo jumbo at you just to make himself feel better. You’ll get better customers if you come to their level.
those are hilarious skits. I really miss those days. A lot of people did not like snl at that time but i really thought it had some great stuff.
A prime example of what Steve is referring to when he talked about large companies finding it too easy to operate inefficiently are city and state employees who work in a system full of red tape and inefficiency. Those are quite the fat cat jobs / positions.
This was a great blog and you gave lots of information that will be very helpful in the future. I loved your comparison to Nick the computer guy by the way. And thank you for explaining the differences I appreciate it very much.
It was amusing to look back on those 90′s SNL skits. Back then, I guess fixing a company computer’s email client or mail server was the usual problem for the resident admin to resolve. Today, with the advancement s of the internet, bandwidth speed and of course, social media networks, I can only assume the job of the in house computer guy or network administrator extends to firewalls and even maybe using software that tracks the surfing habits of its employees, all in an effort to prevent people from squandering their time. The irony is the admin no spends some of that time policing others. I have to think if Mr. Diamond gets called to consult on issues more complex than those Nick Burns so happily helped out on.
You had some very valid points in your blog and I understand your aggravation. The executive oversight is very important and when it is missing there are so many different things that can happen. If the executive is going to be out of the picture they should definitely look into a CIO to do the leg work for them. I enjoyed the added touch of the Nick Burns videos, I had forgotten how humorous they were.
The value of Steve’s consulting could be equal to a diamond in the long run, even if his advice might be simple. If you don’t believe that, consider this story: the president of a steel company granted an interview to an efficiency expert named Ivy Lee. Lee was telling his prospective client how he could help him do a better job of managing the company ,when the president broke in to say that he wasn’t at present managing as well as he knew how. He went on to tell Ivy Lee that what was needed wasn’t more knowing but a lot more doing. He said, “If you can show us a better way of getting it done, I’ll listen to you-and pay you anything within reason you ask.” Lee then said that he could give him something in 20minutes that would increase his efficiency by at least 50 percent. He then handed the executive a blank sheet of paper and said, “Write down on this paper the six most important things you have to do tomorrow.” The executive thought about it and did as requested. It took him about three or four minutes. Lee then said, “Now number them in the order of their importance to you and to the company.” That took another three, four or five minutes. Then Lee said, “Now put the paper in your pocket, and the first thing tomorrow morning, take it out and look at item number one. Don’t look at the others, just number one, and start working on it. And if you can, stay with it until it’s completed. Then take item number two the same way; then number three, and so on, until you have to quit for the day. “Don’t worry if you have finished only one or two items on your list. The others can wait. If you can’t finish them all by this method, you couldn’t have finished them with any other method. And without some system, you’d probably take 10 times as long to finish them and might not even have them in the order of their importance. Lee went on. “After you’ve convinced yourself of the value of this system, have your men try it. Then send me your check for whatever you think the idea is worth. In a few weeks, the story has it, the company president sent Ivy Lee a check for $25,000, with a letter saying the lesson was the most profitable, from a money standpoint, he had ever learned in his life.
Thanks for posting that anecdote, Luis. It’s a great illustration of the value of hiring the right consultant at the right time.
Unfortunately, not every executive is as aware of problems or as open to change as the one in your story.
You got insights from this show.Very cool! It’s funny too, and thanks for sharing this!
I agree with the points you have made I also like the Nick Burns videos that you have shared. I saw them after a very long time. Thanks for sharing.
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This was a very humorous and informative blog post, it must have taken you awhile to put this together and a lot of thought process. I understand where you are coming from with this because I put up with whining IT guys all day that tell me how unfairly they are treated and how snowed under they are all the time. I think you did a great job putting this together, I haven’t laughed that hard in quite awhile, I look forward to you next post.
I like the way you have written this post. I saw the Nick Burns videos after a very long time and it made me nostalgic. Keep up the good work. Cheers!
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You are absolutely right in your paragraph where you were talking about how most companies don’t have a CIO and they leave all of their decision making for their software up to a guy that really has only worked on his own equipment at home. So do you know that he chose the right software for the company or are you going to trust his judgment? I wouldn’t this could cost you tons of money to fix what ever he messes up. The software for your company is to important to leave in the hands of an amateur. Thank you for taking the time to post this and show us the differences between the too and the video was a great touch.
I can understand your frustration with all of this I thought your post was a very humorous and informative blog post, it must have taken you awhile to put this together and a lot of thought process. I understand where you are coming from with this because I put up with whining IT guys all day that tell me how unfairly they are treated and how snowed under they are all the time. I think you did a great job putting this together and integrating some old footage from SNL, I haven’t laughed that hard in quite awhile, I look forward to you next post.
I remeber this, I used to love it “was that so hard!!”
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I got a good laugh watching those web replays of this old skit. I still watch Jimmy Fallon today on his late night talk show. It is remarkable how far Jimmy Fallon’s career has taken him. It is also equally as remarkable how far the role of the in house IT / computer guy has come since the days when the admin’s primary function was to fix the mail server or setup an email account for the next employee coming through the revolving door.
completely forgot about the Nick Burns SNL skit. really enjoyable recurring sketch.
Certainly a useful role and definitely indispensable to small businesses who can’t afford to employ a CIO but need to upgrade their systems to compete with the big boys.
Never actually occurred to me that there were people like you out there, would have been very useful to know 6 months ago…
Your blog makes perfect sense and I feel your pain, I have run into this same problem. And it isn’t rocket science, as one of your readers mentioned, Their hearts are in the right place trying to save money but unless they already know what they are doing it really isn’t going to help matters at all. I love that bit from Saturday Night Live I used to watch that all the time and that one always got me rolling. Thank you for the entertainment value of your article and the information p-assed on as well.
Your frustration with all of this is very apparent and I thought your post was a very humorous and informative to say the least, it must have taken you awhile to put this together and a lot of thought process. I understand your frustration and where you are coming from with this because I put up with whining IT guys all day that tell me how unfairly they are treated and how snowed under they are all the time. I think you did a great job putting this together and integrating some old footage from SNL was a great touch I used to watch them all the time, I haven’t laughed that hard in quite awhile, I look forward to you next post. And what humor you might bring to the table in that one.
With how much businesses rely on computers and computer networks these days it is not something that should be taken lightly. Fobbing it off on the accountant, for example, cannot be the most productive idea. You need someone who is an experts, plus it is hardly the best use of an accountants expertise.
I have to agree with Teki, I didn’t know that there were people out there that do what you do either. I think that maybe you need to run a marketing campaign to get your business out there in front of people, with an explanation of what you do and I would bet you start getting flooded with calls because the name doesn’t tell all in this case. Posting this information here though has helped me a great deal.
After reading your blog I understand your frustration now. You are right when I hear those consultant names I think of a computer guy as well, maybe you should check into changing your title to better inform people of what it is that you do. Maybe using the term “Advisor in your title would help people differentiate between the two roles. Thank you for explaining the differences I appreciate your hard work.
Is it such a big deal , I mean really? I understand your frustration but it isn’t like the two are really that different. I know a couple of computer guys that also have this issue but they have told me that the company can’t really afford to hire a “consultant so they feel privileged to fill that role as well. Thank you for explaining the differences though I appreciate your hard work and I hope that everything works out for you.
I had no idea that there were people out there that do what you do. If I was you I would seriously consider a marketing campaign to get your name out there in front of people, with an explanation of what you do. Until you do that your situation isn’t going to change and you will continue to be perceived as the computer guy. I really enjoyed the video, that was hilarious.
The funny video was a good touch. You had some very valid points in your blog and your frustration is understandable. The executive oversight is very important and when it is missing there are so many different things that can happen. If the executive is going to be out of the picture they should definitely look into a CIO to do the leg work for them.
Surely people struggle in knowing the designation of the people in IT field.Its the knowledge but not the role but sometime it hurts when someone cal you computer guy or IT guy. They must stop doing this.
You would be the person to ask what kind of software to get for a certain purpose right, not the gut to come fix my computer when it breaks? I have read many articles that needed a guy like you on staff because they ended up asking the wrong person for advice on software, almost ruining their business. Maybe to stop the confusion you should be called a software consultant.
I learned more about the company computer guy from your article then from anything else. Our computer guy really reminds me of Nick Burns, he comes up to your desk when you call and say you have a problem and instead of showing you how to fix it or what is wrong with it he just looks at you and says “move then in five minutes or less he is done and gone.