Feeds

The state of desktop support

Tell us your views

  • alert
  • submit to reddit

The Essential Guide to IT Transformation

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Unreliable/outdated PC equipment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)

Build a business case: developing custom apps

More from The Register

next story
4K video on terrestrial TV? Not if the WRC shares frequencies to mobiles
Have your say with Ofcom now, before Freeview becomes Feeview
iPad? More like iFAD: We reveal why Apple fell into IBM's arms
But never fear fanbois, you're still lapping up iPhones, Macs
You didn't get the MeMO? Asus Pad 7 Android tab is ... not bad
Really, er, stands out among cheapie 7-inchers
Apple winks at parents: C'mon, get your kid a tweaked Macbook Pro
Cheapest models given new processors, more RAM
YES, iPhones ARE getting slower with each new release of iOS
Old hardware doesn't get any faster with new software
Leaked Windows Phone 8.1 Update specs tease details of Nokia's next mobes
New screen sizes, dual SIMs, voice over LTE, and more
Microsoft stands on shore as tablet-laden boat sails away
Brit buyers still not falling for Windows' charms
Nintend-OH NO! Sorry, Mario – your profits are in another castle
Red-hatted mascot, red-colored logo, red-stained finance books
prev story

Whitepapers

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.
Boost IT visibility and business value
How building a great service catalog relieves pressure points and demonstrates the value of IT service management.
Why and how to choose the right cloud vendor
The benefits of cloud-based storage in your processes. Eliminate onsite, disk-based backup and archiving in favor of cloud-based data protection.
The Essential Guide to IT Transformation
ServiceNow discusses three IT transformations that can help CIO's automate IT services to transform IT and the enterprise.
Maximize storage efficiency across the enterprise
The HP StoreOnce backup solution offers highly flexible, centrally managed, and highly efficient data protection for any enterprise.