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Pearson’s Law: “That which is measured improves. That which is measured and reported improves exponentially.” – Karl Pearson “When performance is measured, performance improves.
How long will it take to deploy a new workstation? You have done it plenty of times before, you have the data. You can pull it from your PSA if the tickets for deploying a workstation are easy to filter out some way. The Issue and SubIssue type fields are there for exactly this reason. If you code the tickets correctly, you gain a wealth of actionable data to help improve your skills, your processes, and your value.
Additionally, you can then use your PSA to help out your techs. Have you ever forgotten to install the printers when you set up a workstation. Then the user calls in, so you drop whatever your doing and finish the job. Distractions like that rob you of your productivity. You cant get rid of all distractions, but you can prevent some re-work type surprises by following a process. A process that in this example includes installing printers. Why not have your PSA automatically present a checklist to help your techs do a fantastic job consistently. Now that you have good Issue and SubIssue types, you can.
You will likely want to alter this list to better suit your company. But this will serve as a great starting point. You should notice that each Issue / SubIssue is something that can have a distinct process to go along with it.
Issue | Sub-Issue | Notes |
Computer | Hardware | Hardware issues, stuff like “[Sound,Keyboard,Mouse,Monitor] isn’t working”, Computer is making funny noise, etc. |
Configuration | Local firewall is preventing something, Help with some config issue, etc. Installing run-of-the-mill applications can go here but LOB apps go in Application issue | |
Deployment | Prepare a computer for a new user | |
Refresh | Erase computer and get it ready for deployment | |
Retire | Mothball a computer, or wipe and dispose. | |
System Performance | System Performance issues | |
Server | File System | Working with files or shares on a server |
Active Directory | Changes in AD not related to a user. See “User” Issue Type | |
Hardware | ||
DNS | ||
DHCP | ||
etc, | What else do you commonly do? | |
User | Onboarding | What it says on the tin |
Offboarding | What it says on the tin | |
Workstation Migration | Moving a user to a new workstation (Performed after a Computer / Deployment or Computer / Refresh) | |
Password Reset | Resetting a password | |
Email General | Inbound Failure | Expected email was not delivered |
Outbound Failure | Sent email was returned or recipient said they didnt get it | |
Exclaimer (or other Sig product) | Changes to Signatures | |
Office365 | Exchange Online | Issues with Exchange online |
Sharepoint / OneDrive | Onedrive not syncing, cant access a particular site, etc. | |
Teams | ||
Etc. | What other O365 features do you support? | |
G-Suite | Mail | |
Docs | ||
Etc | ||
Remote Access | VPN | |
RDP | ||
Printer \ Copier | Consumables | |
Scan to Email | ||
Scan to SMB | ||
Scan to Cloud | ||
Driver Installation | ||
Hardware | ||
Printing | ||
Security | AV Alert | Antivirus alerted on something, check it out. |
Threatlocker Request | ||
Conditional Login Alert | ||
SaasAlerts | ||
Network | Wired Failure | |
Wireless Failure | ||
Firewall | ||
Other | ||
Phone /VOIP | Deploy Phone | |
Hardware | ||
System Configuration Change | ||
Phone Configuration Change | ||
Application | Quickbooks | |
AutoCad | ||
UltraTax | ||
Add other LOB applications | ||
Backup | Backup Failure | |
Restore File | ||
Restore Mail / Cloud | ||
Power / UPS | Hardware | |
Battery | ||
Monitoring Alert | RMM Monitoring | This is where your monitoring tickets will accumulate. If an issues becomes more prevalent, think about separating it out. |
Website / Cloud | Hosting | |
DNS | External DNS | |
SSL | ||
Non-Issues | Phone/Conference Call | Sometimes clients just want us around as a security blanket. |