Feeds

The state of desktop support

Tell us your views

  • alert
  • submit to reddit

Build a business case: developing custom apps

Mini-Poll This week we've been looking at desktop management from the point of view of supporting users. It can be a jungle out there, as one reader illustrated:

Somehow, people still sneak through with all kinds of configurations and it's killing us - so many deskside visits it's unbelievable.

But is that the norm, or are some of you managing to keep the peace when it comes to keeping your desktop users happy? To find out we've assembled a short poll to go with your elevenses. Three questions, tick and bash – let us know what you're being asked, why you're really being asked and what you would do with your desktop users if you had the option. Shotguns optional.

READER POLL

Questions – what are the most common things you get asked about? (5 = very common, 1 = rare occasions)

  5 4 3 2 1
Application not responding properly or performance problem
System or service has failed or is not responding
Can't access particular application, files or service (for security reasons)
Loss of information – can you get something back from backup?
Need to reset passwords or change access rights
Security problems and breaches
Don't know how to do something
Receipt of inappropriate/unsolicited email
Loss or damage to equipment
Other (please state)

Causes – what are generally most things that you deal with down to? (5 = major cause, 1 = only on rare occasions)

  5 4 3 2 1
User ignorance or inexperience causing misunderstandings
User having made a change (they shouldn't have done)
User having installed something
User bringing in "kit" bought themselves and expecting support for it
User negligence, e.g. loss, theft of kit
Unreliable/outdated PC equipment
Unreliable IT environment in general
Policies needing to be stuck to
Other (please state)

Fixes – what would lighten your load?

  Major need Work in progress Already sorted No need
Locking down desktop and laptop software configurations
Improving IT reliability as a whole
Modernising the desktops and laptops used
Better remote monitoring/management tools
Better support / call desk tools (Inventory / Asset Management, Help Desk, Knowledge tools)
Provide access to community support options for users to help each other
Defining and implementing more workable policies
Offering more self service (e.g. for passwords, access)
Implement a "pay per call" charge back policy
Enforcement of policy (e.g. through disciplinary)
User training and awareness
Remove all users from the picture
Other (please state)

The essential guide to IT transformation

More from The Register

next story
Reg man looks through a Glass, darkly: Google's toy ploy or killer tech specs?
Tip: Put the shades on and you'll look less of a spanner
So, Apple won't sell cheap kit? Prepare the iOS garden wall WRECKING BALL
It can throw the low cost race if it looks to the cloud
One step closer to ROBOT BUTLERS: Dyson flashes vid of VACUUM SUCKER bot
Latest cleaner available for world+dog in September
Samsung Gear S: Quick, LAUNCH IT – before Apple straps on iWatch
Full specs for wrist-mounted device here ... but who'll buy it?
Apple promises to lift Curse of the Drained iPhone 5 Battery
Have you tried turning it off and...? Never mind, here's a replacement
Now that's FIRE WIRE: HP recalls 6 MILLION burn-risk laptop cables
Right in the middle of Burning Mains Man week
Apple's iWatch? They cannae do it ... they don't have the POWER
Analyst predicts fanbois will have to wait until next year
Tim Cook in Applerexia fears: New MacBook THINNER THAN EVER
'Supply chain sources' give up the goss on new iLappy
HUGE iPAD? Maybe. HUGE ADVERTS? That's for SURE
Noo! Hand not big enough! Don't look at meee!
prev story

Whitepapers

Top 10 endpoint backup mistakes
Avoid the ten endpoint backup mistakes to ensure that your critical corporate data is protected and end user productivity is improved.
Implementing global e-invoicing with guaranteed legal certainty
Explaining the role local tax compliance plays in successful supply chain management and e-business and how leading global brands are addressing this.
Backing up distributed data
Eliminating the redundant use of bandwidth and storage capacity and application consolidation in the modern data center.
The essential guide to IT transformation
ServiceNow discusses three IT transformations that can help CIOs automate IT services to transform IT and the enterprise
Next gen security for virtualised datacentres
Legacy security solutions are inefficient due to the architectural differences between physical and virtual environments.