What continues to amaze me is that recurring issues that users face in their daily work with their computers and applications are still one of the main productivity killers and causes for frustration in today's digital workplace.
As there are hundreds or even thousands of devices and applications in daily use in every organization, the consequences of problems with basic IT issues are not a minor thing. Actually, it is quite the opposite. The negative effect resulting from the problems can be significant in many ways: people lose work time, they get frustrated, they may even switch jobs, if they are not happy with tools they have in use. Just to mention the most obvious examples.
The key is to understand that the computers and applications are productivity tools for users, not just IT assets. For example, can you imagine a lumberjack trying to do his work with a continuously malfunctioning saw? Could he complete his task effectively in such a case? Everybody knows that NO! He most probably would be a very frustrated lumberjack. Exactly the same goes with IT tools for users; they have to function well, they have to be properly scaled, they should be modern and comfortable to use... and so on.
So, well-functioning and modern digital tools - devices and applications - keep employees productive and happy. Unfortunately, too often this is not the case in the organizations where IT operates with a traditional reactive operational model. Employees are given a computer, the required applications are deployed, they are maintained and the user advised to contact Service Desk if they face issues or need help.
This leads to a technology paradox: tools that improve productivity can also hinder work, if not maintained properly. It really is a question of getting the foundations of the IT operation in proper shape.
How to get the foundations of your IT operations in shape?
Start from the basics! You can start the effective change process only if you understand your current situation.
Get an agile tool that gives you a good understanding where you are right now: what are the most important short-term problems that should be fixed first? What are the bigger issues that require long-term focus?
As you get undisputable facts about your own environment, you can also start the process of changing the way your team should operate. Decide which issues need to be fixed first and who should do them. And how to follow-up the change.
Continuous data-based monitoring is the key to visibility to the real status of the IT asset health.
To get you started, read our 4 practical steps toward data-driven IT support.
If you are looking for a benchmark, see how Business Finland built its solid IT foundation.
CEO and co-founder of Applixure. Entrepreneur at heart. Business professional with +20 years experience in IT wholesale, Service Management, Distribution and Entrepreneurship.