Feeds

Do users care about desktop support?

And is it worth measuring how much?

  • alert
  • submit to reddit

5 things you didn’t know about cloud backup

Mini-Poll This week we are looking at the problems of managing the desktop infrastructure and especially the question of its cost.

Tightly coupled with the whole topic of managing PC users is the effect that desktop support has on the whole perception of IT service delivery. We all know that if we ask a user what they think of IT there is a direct relationship between their level of satisfaction and how long ago they last had a "problem", whether self-inflicted or otherwise.

So just how do you measure desktop support? To delve into this we have put together a short poll to provide something to do before the next user calls in. Fill us in on how you measure desktop support effectiveness, what service level agreements you have in place with end users and how you gauge their perceptions of desktop support - always assuming that the users have evolved enough to have perceptions that can be gauged beyond "furious".

READER POLL

1. What metrics do you have in place to measure desktop support? (Please tick all that apply)

Number of support calls reported
Number of support calls resolved
Time to resolution
Estimated cost of diagnosis and resolution
Specific criteria depending on support call type

2. Do you have any tools to measure problem downtime and time to fix?

Yes - fully automated as part of help desk / support desk
Yes - in part, based on information from systems and their own management tools
No - we have no formal tools but we have some idea for reporting purposes
No - we have nothing really in place

3. Do you have any formal service agreements covering "Time to Fix"?

Standard across the enterprise for all users / problems / call types
Fixed agreements for each call / support problem type
We have variable standards that users may select, each with a cost point
No - but we do our best for each and every call based on business need/caller loudness
No - our users don't care about time to fix, they just don't want anything to fail, ever

4. How do you gauge user perceptions of fault/support handling? (Please tick all that apply)

Number of complaints
Amount of praise
Using service quality management tools (end user response time etc)
Internal surveys
External surveys
Gut feel
Not at all

The essential guide to IT transformation

More from The Register

next story
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
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
Chumps stump up $1 MEELLLION for watch that doesn't exist
By the way, I have a really nice bridge you might like...
HUGE iPAD? Maybe. HUGE ADVERTS? That's for SURE
Noo! Hand not big enough! Don't look at meee!
AMD unveils 'single purpose' graphics card for PC gamers and NO ONE else
Chip maker claims the Radeon R9 285 is 'best in its class'
prev story

Whitepapers

Endpoint data privacy in the cloud is easier than you think
Innovations in encryption and storage resolve issues of data privacy and key requirements for companies to look for in a solution.
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.
Advanced data protection for your virtualized environments
Find a natural fit for optimizing protection for the often resource-constrained data protection process found in virtual environments.
Boost IT visibility and business value
How building a great service catalog relieves pressure points and demonstrates the value of IT service management.
Next gen security for virtualised datacentres
Legacy security solutions are inefficient due to the architectural differences between physical and virtual environments.