Background: I work at hospital. We have an electronic X-ray/scan system (PACS) so that images can be viewed at PCs, instead of film on light boxes.
A power brick for one of the LCD monitors on a viewing PC failed. Fortunately, a field engineer for the PACS supplier was on site, and he even had a spare brick in his truck. He was all set to connect it up, when he thought he'd better get authorization from the office.
He fairly promptly got the message: DENIED!
Instead, the department manager, had to lodge a support ticket with IT. IT can't touch the PACS PC hardware as part of the support contract, so they had to lodge a ticket with the system integrator. The integrator is just a middle man, so they can't deal with the issue. So they raise a support ticket with the software vendor.
The software vendor supplies the PCs and kits, but they don't OEM them - they just bundle them. So they have to raise a ticket to the monitor manufacturer. The monitor manufacturer identifies a suitable replacement. Unfortunately, there aren't any in the country.
The viewing PC is an important piece of equipment, so needs sorting promptly. In the end the brick is Fed Exed overnight from Belgium!
You just have to wonder how much that cost!
A power brick for one of the LCD monitors on a viewing PC failed. Fortunately, a field engineer for the PACS supplier was on site, and he even had a spare brick in his truck. He was all set to connect it up, when he thought he'd better get authorization from the office.
He fairly promptly got the message: DENIED!
Instead, the department manager, had to lodge a support ticket with IT. IT can't touch the PACS PC hardware as part of the support contract, so they had to lodge a ticket with the system integrator. The integrator is just a middle man, so they can't deal with the issue. So they raise a support ticket with the software vendor.
The software vendor supplies the PCs and kits, but they don't OEM them - they just bundle them. So they have to raise a ticket to the monitor manufacturer. The monitor manufacturer identifies a suitable replacement. Unfortunately, there aren't any in the country.
The viewing PC is an important piece of equipment, so needs sorting promptly. In the end the brick is Fed Exed overnight from Belgium!
You just have to wonder how much that cost!
Facebook
Twitter