Efficiencies in IT Services: Managing Troubleshooting
Most people who have used a Windows computer are familiar with the wizards and troubleshooters embedded into the operating system. These small programs are designed to help end-users solve common problems without resorting to wading through the extensive online resources available at sources such as Microsoft’s own Knowledge Base. While these troubleshooting tools can indeed prove helpful in many cases, they are far from a complete solution to the types of problems for which end users frequently need assistance.
Wizards and troubleshooters by their very nature assume a certain level of technical knowledge. Without this knowledge in hand, end users may not even understand the questions they are being asked to answer as they are guided through the steps needed to resolve a problem. Unfortunately, the level of technical knowledge needed to use these wizards effectively varies directly with the complexity of the issue to be solved. As end users confront increasingly technical problems, they may lack the vocabulary and deep understanding needed in order to make progress using the troubleshooter.
This situation is a perfect match for a managed programs approach to IT solutions. In a managed programs approach, experienced IT staff visit premises on a scheduled basis to provide key services. These can include troubleshooting for machines having difficulty with various technological issues. Using managed programs personnel for troubleshooting can mean that problems are solved with minutes instead of hours of staff time. It can also reduce frustration for your rank-and-file employees who need help administering their machines.