Tag: support
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The ticket cost funnel
A common misconception among end users is that we (i.e. the IT department) charge them per ticket. While I don’t know where that misconception comes from, let me say right out that my experience of more than twenty years in the industry is that this simply is not true. While it is true that support…
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A further metric for support
I have previously written about key metrics for support departments – and I stand by everything I said then. I have, however, come to the conclusion that another metric should be placed under consideration. A quick recap, however, of the metrics I proposed then, as well as what they are intended to measure: Resolution rate…
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From support analyst to DevOps thinker
The title of this post might seem a bit on the conceited side. After all, who am I to claim to be a DevOps practitioner, much less thinker? I will simply say that I am working to implement DevOps principles in my day to day life, am spending more than a little time reading, thinking,…
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The importance of logging as much information as possible.
In my last post, I wrote about one of my recent support tickets. What annoys me about that ticket is that I could have solved it a lot sooner, if only the tech that had logged the call had taken down more information that “Video replay doesn’t work”. When logging a support ticket, especially…
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Five tips for getting better support
A while back, I wrote about giving better support to users. This time, I’m turning the tables; here are five tips to get better support: Curb your anger and annoyance While I’ll concede that giving the person on the other end of the line a piece of your mind, keep in mind that their job…
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Improvise, Adapt, Overcome – Evolve
Improvise, adapt, overcome has for a long time been a mantra within armed forces around the world who, when faced with gruelling challenges and little or no epuipment, have improvised to face the challenge, adapted to the challenge and lastly overcome the challenge. The same attitude is necessary in IT support. Support departments around…
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Firefox 2.0.0.13 crashes, unable to add extensions part one – the problem
I’ve been using Firefox for a few years now, and love it dearly. After the update to version 2.0.0.13, I have experienced the following problems with it: On one machine, it crashes *constantly* I am unable to add extensions (this happens for *all* of my extensions, and I have tested all of them in…